Kenneth Smalls
Portsmouth,VA
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
18
18
years of professional experience
Work History
Relief Sales Representative
Pepsi Cola Company
NORFOLK , VA
2021.03 - Current
- Primary store-level salesperson and key point of contact to small format accounts like convenience and gas stores, small grocery stores, drug stores, restaurants, etc
- Generate sales by identifying opportunities, conducting business reviews, communicating , and providing exceptional customer service
- Rotate and stock products on shelves and displays, in coolers, vending equipment
- Prioritize and execute daily tasks while servicing up to 100 accounts
- Provide regular feedback for improvement via key metrics
- Collaborate with cross-functional Pepsi partners to meet customer needs
- Support with new technologies, products, and selling skills to grow accounts and create efficiencies
- Build displays, set up promotional materials and get a workout by lifting, loading, pushing, and pulling cases ranging from 20-45 lbs
- Position requires standing, walking, reaching, and squatting while merchandising product
- Support Pepsi's strong safety culture by adhering all safety standards and procedures
- Work across wide variety of weather conditions
Client Services Account Manager
UpCenter
Newport News , VA
2010.08 - Current
- Maintained relationships with clients with intellectual disabilities for residential sponsorship program upgrades, and general account management supports to clients in residential site
- Supervised all respite residential relief staff employees, including purchasing, inventory control, and daily medication supports required by clients
- Provided respite care, emotional support, and assisted with household tasks as requested by patients and their families
- Managed financial reports for adults with intellectual disabilities
- Supervised community transportation to various sites throughout tidewater region
- Planned Client appointments and organized schedules.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems
Customer Service Manager
Zaxby's Restaurant
2020.03 - 2021.03
- Enforced sanitary practices for food handling, general cleanliness, and maintenance of kitchen and dining areas
- Ensure compliance with operational standards, company policies, federal/state/local laws,and ordinances
- Responsible for ensuring consistent high quality of food preparation and service
- Maintained professional restaurant image, including restaurant cleanliness, proper uniforms, and appearance standards
- Estimate food and beverage costs
- Work with Corporate office staff for efficient provisioning and purchasing of supplies
- Supervise portion control and quantities of preparation to minimize waste
- Estimate food needs, place orders with distributors, and schedule delivery of fresh food and supplies
- Became Serve Safe certified.
Program Manager
Visions Community Services LLC
2014.01 - 2020.06
- Act as liaison, advocate, and coordinator for consumer involvement in support groups, self-advocacy,vocational programming, transportation services, integrated community activities, recreation and learning independent living skills
- Oversee all consumer medical, medication and health issues
- Provide and ensure communication of medical and health issues to staff, agency nurses, families, etc
- Using appropriate logs when necessary
- Implement and follow-up on all support services recommendation
- Monitor staff performance management, including evaluations and developmental plans, disciplinary actions,etc., for all program staff as scheduled
- Arrange and schedule all training for all program staff
- Supervise staff training and development through teaching, acting as a role model and guiding staff on how to appropriately work with and interact with consumers, other staff, families, and guardians
- Participate in interviewing and hiring of new staff
- Managed a team of 8 residential sponsors and implementing Virginia State DMAS policies and procedures
- Accountable for providing assurance and monitoring reviews, validating process efficiency along with bench marking best practices while providing results and outcomes to various clientele
- Operated 12 Residential Locations in Norfolk, Hampton, Portsmouth, Virginia Beach, Suffolk, Chesterfield,and Eastern, Remain up to date on up-and-coming products in order to stay ahead of curve and be better prepared for wide range of questions from participates in residential sponsorship program
- Responsible for designs, implementation, and evaluation of training programs.
Customer Service Manager
2112 Restaurant and Bar
2005.06 - 2014.12
- Organizing schedules
- Keeping track of employees' hours
- Recording payroll data
- Ordering food, linens, gloves and other supplies while staying within budget limitations
- Supervising daily shift operations
- Ensuring all end of day cash outs are correctly completed
- Coordinating daily front- and back-of-house restaurant operations
- Controlling operational costs and identifying ways to cut waste
- Appraising staff performance
- Ensuring incoming staff complies with company policy
- Training staff to follow restaurant procedures
- Maintaining safety and food quality standards
- Keeping customers happy and handling complaints
- Appraising staff performance
- Interviewing/recruiting new employees
- Interacting with guests to get feedback on product quality and service levels
Education
Bachelor - Computer Information Systems
Post University
Waterbury, CTAssociates - Business Administration
South University
Virginia Beach, VAAssociates - Social Science
Tidewater Community College
2012
Advanced Diploma - undefined
Mount Vernon High School
1999
Skills
- Sales Team Support
- Staff Training
- Post-Sales Support
- Customer Relations
- Program Promotion
- Brand Awareness
- Revenue Growth
- Account development
- Records management
- Retention strategies
- Revenue Generation
- Problem solving strength
- Product promotions
- Sales expertise
- Systems and software programs
Timeline
Relief Sales Representative
Pepsi Cola Company
2021.03 - Current
Customer Service Manager
Zaxby's Restaurant
2020.03 - 2021.03
Program Manager
Visions Community Services LLC
2014.01 - 2020.06
Client Services Account Manager
UpCenter
2010.08 - Current
Customer Service Manager
2112 Restaurant and Bar
2005.06 - 2014.12
Bachelor - Computer Information Systems
Post University
Associates - Business Administration
South University
Associates - Social Science
Tidewater Community College
Advanced Diploma - undefined
Mount Vernon High School
Similar Profiles
Danial SohrabDanial Sohrab
Merchandiser at Pepsi Cola CompanyMerchandiser at Pepsi Cola Company
Yuba Raj AcharyaYuba Raj Acharya
Food Safety and Quality Systems Manager at Oman Refreshment Company- Pepsi ColaFood Safety and Quality Systems Manager at Oman Refreshment Company- Pepsi Cola
Gregory BurlinGregory Burlin
Regional Sales Director at Honickman Companies/Division of Pepsi Cola Bottling CompanyRegional Sales Director at Honickman Companies/Division of Pepsi Cola Bottling Company