Lenora rhodes
Quarryville,PA
Summary
Results-driven manager with expertise in customer support and sales operations. Proven track record in developing training materials and analyzing customer feedback to enhance service quality.
Overview
13
13
years of professional experience
Work History
Manager, Sales and Customer Support
Dollar General Store
Quarryville, Pennsylvania
10.2019 - 07.2024
- Assisted customers with inquiries and resolved issues efficiently.
- Collaborated with team members to enhance customer satisfaction strategies.
- Managed daily sales operations and supported the sales team effectively.
- Developed training materials for new customer support representatives.
- Utilized CRM systems to track customer interactions and feedback.
- Participated in team meetings to discuss service improvements and sales goals.
- Provided product information to customers and guided purchasing decisions.
- Maintained accurate records of customer interactions and transactions.
- Developed strategies for addressing common customer complaints in an efficient manner that minimized negative impact on the company's reputation.
- Recruited, hired and trained new personnel as necessary in order to meet changing demands of the business.
- Analyzed customer feedback data to identify areas of improvement in customer support services.
- Implemented processes for tracking customer queries, complaints, issues and resolutions.
- Managed team of 15 customer service representatives to ensure high level of customer satisfaction.
- Coordinated efforts between departments such as Sales and Marketing, IT and Operations in order to achieve desired outcomes.
- Created reports outlining key performance indicators for assessing overall effectiveness of the department's services.
- Reviewed daily, weekly, monthly reports from sales teams regarding their progress towards meeting established targets.
- Assisted in developing training materials for new hires on topics related to effective communication techniques when dealing with customers.
- Conducted regular meetings with sales teams to provide feedback, motivate employees and discuss progress towards goals.
- Collaborated with marketing department to create promotional materials and campaigns.
- Monitored performance metrics for sales reps including call times, resolution rates and upselling success rate.
- Developed and implemented strategies for increasing sales volume and improving customer loyalty.
- Trained staff on new products, services, and procedures related to customer service operations.
- Initiated weekly calls with customers in order to assess their experience with our products and services and address any concerns they may have had.
- Resolved escalated customer inquiries quickly and efficiently while maintaining a positive attitude.
- Organized team-building events for sales representatives in order to strengthen relationships between coworkers.
- Provided guidance to junior staff members regarding tasks such as handling difficult customers or resolving issues within the organization's standards.
manager
Turkey Hill Minit Markets
lancaster, Pennsylvania
10.2014 - 07.2019
- Maximized performance by monitoring daily activities and mentoring team members.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and maintained relationships with customers and suppliers through account development.
- Maintained professional, organized, and safe environment for employees and patrons.
- Improved safety procedures to create safe working conditions for workers.
- Controlled costs to keep business operating within budget and increase profits.
- Improved marketing to attract new customers and promote business.
- Managed and motivated employees to be productive and engaged in work.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Managed senior-level personnel working in marketing and sales capacities.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Developed detailed plans based on broad guidance and direction.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Launched quality assurance practices for each phase of development
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
operation manager
Circuit City Stores
lancaster, Pennsylvania
09.2011 - 07.2014
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Interacted well with customers to build connections and nurture relationships.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Reported issues to higher management with great detail.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced operational risks while organizing data to forecast performance trends.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Raised property accuracy and accountability by creating new automated tracking method.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Education
High School Diploma -
Solanco High School
Quarryville, PA06-1990
Skills
- Customer relationship management
- Sales operations
- CRM utilization
- Training development
- Performance analysis
- Team collaboration
Timeline
Manager, Sales and Customer Support
Dollar General Store
10.2019 - 07.2024
manager
Turkey Hill Minit Markets
10.2014 - 07.2019
operation manager
Circuit City Stores
09.2011 - 07.2014
High School Diploma -
Solanco High School