Kama Winans
Bunker Hill
Summary
Accomplished Regional Manager with a proven track record in enhancing team performance and customer satisfaction through strategic planning and staff development. Skilled in operational management and sales growth, demonstrated by streamlining processes for efficiency and aligning regional efforts with corporate goals. Excel in fostering employee engagement and managing vendor relations, ensuring continuous improvement and operational excellence.
Overview
11
11
years of professional experience
Work History
Regional Manager
MIR,LLC
09.2022 - Current
- Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
- Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
- Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
- Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
- Established and maintained operational standards for 3 locations.
- Streamlined operational processes for increased efficiency by identifying areas of improvement and implementing necessary changes.
Store Manager
MIR, LLC
06.2018 - 09.2022
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
Team Member
MIR, LLC
11.2016 - 06.2018
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Learned all required tasks quickly to maximize performance.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Contributed to team success by completing jobs quickly and accurately.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
Call Center Representative
Dish Network Corp
02.2014 - 09.2015
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Education
High School Diploma -
South Carroll High School
Sykesville, MD06-1990
Skills
- Operations
- Staff training and development
- Strategic planning
- Staff management
- Goals and performance
- Asset control
- Operational management
- Sales development
- Sales management
- Order management
- Customer and vendor relations
Timeline
Regional Manager
MIR,LLC
09.2022 - Current
Store Manager
MIR, LLC
06.2018 - 09.2022
Team Member
MIR, LLC
11.2016 - 06.2018
Call Center Representative
Dish Network Corp
02.2014 - 09.2015
High School Diploma -
South Carroll High School
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