Kevon Heath
Jonesboro,GA
Summary
Knowledgeable professional with proven background in driving sales growth and managing regional territories effectively. Leveraged innovative sales strategies and team leadership to exceed targets and enhance customer satisfaction. Demonstrated expertise in market analysis and relationship building.
Overview
17
17
years of professional experience
Work History
District Sales Manager
Modani
08.2022 - Current
- Leading and motivating sales teams across multiple furniture stores to achieve sales goals.
- Providing coaching, performance evaluations, and staff development.
- Overseeing daily operations of 6+ stores, including inventory management, visual merchandising, customer service standards, and ensuring compliance with company policies across all stores.
- Assisted all stores within the district, as well as other stores nationwide with recruitment and training store managers and design consultants.
- Manage the day-to-day operations of the district, and provide daily support to managers in ensuring quality, sales targets are met and budget performance achieved.
- Identify employees who demonstrate leadership traits and work with Regional Director to create additional development opportunities.
Showroom Manager
Modani
03.2022 - 08.2022
- Oversaw the daily operations of a retail showroom, ensuring high levels of customer satisfaction, managing staff, and optimizing sales.
- Managed and trained showroom staff to provide exceptional customer service as well as to achieve all sales targets.
- Created and maintained visual merchandising displays to promote sales and showcase products.
- Developed and implemented sales strategies to achieve monthly and annual revenue goals.
- Handled customer complaints and inquiries in a timely and professional manner.
- Monitored and analyzed showroom performance metrics, such as foot traffic and conversion rates.
- Collaborated with other departments, such as marketing, purchasing and inventory management, to ensure smooth operations.
Customer Service Center Front Line Manager
IKEA
11.2020 - 03.2022
- Supervise a team of call center representatives, ensuring that call center goals are met.
- Ensured representatives understood and complied with all call center objectives, performance standards, and policies.
- Monitor and evaluate performance, provide learning and coaching opportunities, and take corrective action, when necessary.
- De-escalate calls with irate customers.
- Prepare reports and analyze data to assist management as call center goals are determined.
- Approve payroll, time off requests as well as all employee related discrepancies.
- Assists in hiring and training call center representatives; conducted interviews.
- Hosts month full management meetings providing all other members of management staff with new updates, new objectives and goals as well as overall contact center performance.
Imaging Supervisor
New Jersey Motor Vehicle Commission
10.2018 - 10.2020
- Supervised MVC Technicians in the imaging and scanning department.
- Oversaw the operation of Kodak I810 and I610 scanners daily.
- Ensured all incoming registrations, violations, suspensions, and fees due notices were scanned for backup into the motor vehicle agency system.
- Ensured all incoming technicians were properly trained in scanner and MVC policies.
- Conducted reviews, counselling, coaching, and took corrective action when necessary.
- Tracked technicians’ attendance and input timesheets for payroll purposes.
- Attended meeting regarding the tracking of performance and productivity of all aspects of the department.
Call Center Manager
Cenlar Federal Savings Bank
12.2017 - 10.2018
- Supervised call center representatives who communicated with customers via telephone, chats and emails, providing contact resolution for mortgage accounts under various mortgage companies such as State Farm, Allied Bank, etc.
- Ensured representatives understood and complied with all call center objectives, performance standards, and policies.
- Monitored and evaluated performance, provided learning and coaching opportunities, and took corrective action, when necessary.
- De-escalated calls with irate customers.
- Prepared reports and analyzed data to assist management as call center goals were determined.
Call Center Manager
Harte Hanks
02.2016 - 11.2017
- Managed a team of sales representatives in a call center environment.
- Trained representatives to conduct inside sales of GSK, Glaxo Smith Kline, products.
- Ensured representatives understood and complied with all call center objectives, performance standards, and policies.
- Monitored and evaluated performance, provided learning and coaching opportunities, and took corrective action, when necessary.
- De-escalated calls with irate customers.
- Prepared reports and analyzed data to assist management as call center goals were determined.
- Worked with other supervisors and management team members to support representatives and maximize customer satisfaction.
- Motivated and coached staff; coordinated rewards, bonuses, and incentives to maintain morale.
- Travelled to multiple states to conduct meetings and attend workshops with clients, area managers, and other supervisors.
Operations Manager
Fullgram International
10.2008 - 03.2015
- Managed department supervisors and area managers in a call center environment to ensure company's goals are met successfully.
- Oversaw daily operations and acted as a direct liaison to clients, ensuring all KPIs, key performance indicators, are fulfilled.
- Maintained staff by recruiting, selecting, orienting, and training employees maintained a safe and secure work environment.
- Established work schedules assigned employees and provided back-up.
- Accomplished staff results by communicating job expectations planned, monitored, and appraised job results coached, counseled, and disciplined employees.
- Initiated, coordinated, and enforced systems, policies, and procedures.
- Established and enforced standards trained representatives, monitored calls, surveyed customers, and evaluated outcomes.
- Conducted performance evaluations.
- Resolved customer problems by training telemarketing service representatives-maintained reference manuals and dialogue guides.
- Provided information answered questions regarding standard operating procedures.
Education
HS DIPLOMA -
ST CATHERINE HIGH SCHOOL
06.2006
Skills
- Excellent Interpersonal Skills
- Organized
- Adaptability
- Microsoft Office and Google Suite Proficient
- Impeccable Communication Skills
- Strong Work Ethics
- Detail Oriented and Quality Driven
- Territory management
- Relationship building and management
- Sales training
- Goals and performance
- Customer relationship management
- Customer relationship building
- Operations
- Customer service management
Timeline
District Sales Manager
Modani
08.2022 - Current
Showroom Manager
Modani
03.2022 - 08.2022
Customer Service Center Front Line Manager
IKEA
11.2020 - 03.2022
Imaging Supervisor
New Jersey Motor Vehicle Commission
10.2018 - 10.2020
Call Center Manager
Cenlar Federal Savings Bank
12.2017 - 10.2018
Call Center Manager
Harte Hanks
02.2016 - 11.2017
Operations Manager
Fullgram International
10.2008 - 03.2015
HS DIPLOMA -
ST CATHERINE HIGH SCHOOL