KEVIN DAVIS
Sparta,MI
Summary
Dynamic customer service leader with extensive experience at Big Lots Stores, Inc., excelling in conflict resolution and employee training. Proven track record of enhancing customer satisfaction and team performance through effective coaching and operational management. Adept at fostering a positive workplace culture while ensuring compliance with safety standards.
Experienced with team management and customer interaction. Utilizes effective communication and problem-solving skills to enhance service quality. Track record of driving team collaboration and adapting to changing customer requirements.
Overview
15
15
years of professional experience
Work History
Customer Service Leader/Co-Assistant Manager
Big Lots Stores, Inc.
09.2023 - Current
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Reviewed associate performance to identify training needs.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Managed escalated customer concerns with professionalism, empathy, and tactful negotiation skills that resulted in satisfactory resolutions for all parties involved.
- Evaluated customer service staff performance and provided constructive feedback.
- Delivered prompt service to prioritize customer needs.
Assistant Store Manager of Operations
Rite Aid Pharmacy
05.2010 - 08.2023
- Collaborated with the Store Manager to develop strategic plans for sales growth and operational improvements.
- Managed daily store operations to ensure optimal customer service and employee productivity.
- Oversaw staff scheduling, ensuring adequate coverage during peak hours while minimizing labor costs.
- Fostered a positive workplace culture by consistently demonstrating leadership qualities such as integrity, professionalism, and open communication.
- Recruited, hired and trained new employees, aimed at building high-functioning team focused on stock management, visual merchandising, and general store operations.
- Conducted regular audits on store procedures and performance, identifying areas for improvement and implementing corrective action plans.
- Promoted a safe work environment by enforcing company safety policies and addressing potential hazards promptly.
- Executed successful store opening and closing procedures, ensuring all tasks were completed accurately and on time.
- Implemented theft prevention policies to minimize potential stock loss.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
Shift Manager
Sam's Club
07.2017 - 09.2017
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
Education
No Degree - Business Administration And Management
Grand Rapids Community College
Grand Rapids, MI05-2003
High School Diploma -
Sparta High School
480 State St Sparta, MI 4934505-1987
Skills
- Customer service
- Conflict resolution
- Performance evaluation
- Employee training
- Operational management
- Team leadership
- Workplace safety
- Product knowledge
- Cash handling
- Customer relations
- Team management
- Telephone etiquette
Timeline
Customer Service Leader/Co-Assistant Manager
Big Lots Stores, Inc.
09.2023 - Current
Shift Manager
Sam's Club
07.2017 - 09.2017
Assistant Store Manager of Operations
Rite Aid Pharmacy
05.2010 - 08.2023
No Degree - Business Administration And Management
Grand Rapids Community College
High School Diploma -
Sparta High School
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