Lorenzo Dixon

• First and foremost, I provide excellent Customer Service, following Lowe's Core Values. In my current role, I manage a robust team of 22 Merchandising Service Associates who support the store operation by building and maintaining shelving, fixtures, and signage, keeping all bays/shelves fully stocked with a "Grand Opening" appearance, and maintaining updated pricing throughout the store.
• I am also responsible for hiring, training, supervising, and most importantly, retaining the best Merchandising Service team in the company.
• As the largest department in the store, I am fortunate to manage the second-largest staff, which is only smaller than that of the store manager. Depending on seasonal demands, my staff consists of between 16-22 associates.
  
• My team consistently meets and exceeds the company's required metrics for Merchandising Service and resets. I constantly analyze performance behaviors and seek opportunities for improvement through research, consistent team building, and engagement.
  
• I assist store operations with IRP's, cross-merchandising strategies, and lead pipeline for pro sales, new credit card accounts, and safety management.
  
• Most importantly, I maintain the heart of a servant in everything I do. My cup is always empty, so I never claim to be a know-it-all. I do not boss my team around, but instead lead by example. Every interaction is a "people first" interaction. In our team meetings, we talk about people-related topics and do team building before we discuss anything company-related. This "people first" approach has been life-changing for my career and the many relationships I've garnered as a result.

• Independent business owner across various Gig Industries. My gig operations include ride-sharing, delivery, vehicle rentals, and freelance contract work in many industries.
  
• On-site gig work includes safely picking up and dropping off passengers at their preferred destinations, safely picking up and delivering food and other products for clients, and renting out vehicles to clients and other independently contracted drivers.
  
• My remote gig work includes producing songs, videos, motion graphics, websites, writing, bookkeeping, translation services, and other administrative tasks for clients.
  
• I have recruited and trained over 200 drivers and independent contractors while enhancing operational efficiency across various roles. My customer service motto has always been to "treat every customer like a CEO." I impress that philosophy upon every driver I recruit and train. I am also customer rated at 95% or higher across all platforms I work with.
  
• I am incorporated as an S-Corporation for tax purposes, liability protections, and optics. My clients like that I have a legitimate structure in place to conduct business.

• Implemented all front desk operations, including smooth check-ins and check-outs, reservations, guest entertainment, rooms control, night auditing, and safety procedures.
  
• I worked in the PBX Call Center Operation, assisting all guests, non-guests, vendors, and company contacts via telephone, email, and text with all concerns. To successfully perform this role, I had to navigate multiple web applications.
  
• As the Hilton-certified Trainer in our department, I was responsible for the initial and ongoing training of all new employees, including new managers, at the Front Desk and PBX Call Center.
  
• As a trainer, I was responsible for keeping up with policies and procedures at the company-wide and property-level, technology updates, safety updates, and attending all company meetings, training, and outings.

• PBX Call Center Operation where I assisted all guests, non-guests, vendors, and company contacts with all concerns.
• Implemented all front desk operations including smooth check-ins and check-outs, reservations, and safety procedures.
• I helped to maintain and streamline room inventory at a 400+ room property with a 90% annual occupancy rate to ensure that the property capitalized on as many reservations as possible without harm to our guests or the company's reputation.
  
• I was empowered to resolve guest complaints by any means necessary within company guidelines and budgetary limitations.

• First and foremost, I lead by example with exemplary service to Wendy's customers and employees, both of whom I consider my customers.
  
• I assisted our General Manager in meeting our restaurant's operational needs and financial objectives.
  
• I assisted with hiring, training, and mentoring new staff to deliver top-quality customer service according to Wendy's Service Promises.
  
• I assisted with weekly product Inventory, cash control, sales projections, food safety, store maintenance, and strategies to improve our business.
  
• I opened, closed, and operated the restaurant on every shift when needed.

• It was very important to me to create a clean and welcoming environment for all customers and visitors to our beautiful restaurant.

• In this role, I assisted account managers in managing customer service representatives in an outsourced and fast-paced contact center environment. This included ongoing training of Contact Center employees by providing effective performance feedback, encouragement, and, most importantly, leading by example.
  
• I was responsible for monitoring and improving Metrics across many KPIs, including but not limited to Average Handle Time, Abandonment Rate, Average Time In Queue, Service Level, and Close Rate (for sales).
  
• As a lead, I was also responsible for taking over customer calls, texts, and emails to resolve all customer inquiries and complaints, billing, service requests, retention, and technical support. I needed to anticipate needs and resolve problems to keep both our customers & our business clients satisfied.
  
• I multitasked and navigated multiple web apps, including CRM and business client portals, to meet real-time customer and company needs.
  
• I assisted with setting up new customer accounts and updating account details to reflect current and accurate information. I also collaborated across departments to resolve ongoing customer and company-related issues.
  
• I worked with many clients from a wide spectrum of industries, including Verizon, Amazon, Blue Cross Blue Shield, American Greetings, T-Mobile, and various Political Campaigns, to name a few.

• As a Telesales Manager in the Timeshare industry, I took over incoming and outgoing sales calls to finalize timeshare appointments with prospective consumer owners and to close the sale of related vacation packages.
  
• I monitored various Key Performance Indicators (KPIs) such as Service Level, Revenue Per Call, Average Handle Time, and Close Rate. This process included conducting Quality Assurance to help assess performance, identify knowledge gaps, and monitor compliance.
  
• I planned and executed sales strategies with the management team to increase revenues and drive long-term positive sales behavior in the call center. To accomplish this behavioral objective, we encouraged the sales floor team to reach both personal and company objectives through various incentives and competition.
  
• This was an Independent Contractor Position.

• As the General Manager, I was solely responsible for the successful operation of my restaurant.
  
• I hired, trained, and managed all staff to maintain a high level of performance and to continue improving individually and as a team. My strategy was to get the team to hold each other accountable positively. I achieved this through various incentives and competitions at the restaurant and district levels. My team was rewarded for meeting our sales goals and for outperforming other restaurants in our district.
  
• From an operational standpoint, I oversaw budgeting, inventory, cash control, sales projections, staff scheduling, food safety, paying for restaurant utilities and maintenance, local marketing, customer experience, and improving year-over-year revenues.
  
• Constant focus on safety, keeping my required personal and restaurant safety certifications current.
  
• Maintained a beautiful, clean restaurant in front and back of the house, including all signage and promotional displays.
  
• Attended all company trainings and events and stayed updated on any new developments.

I was a Walmart Associate who shared responsibility for all responsibilities across the store except for the Food and beverage departments. This included customer service, merchandising, keeping my department cleaned and stocked, and keeping up with my online training modules.

As a Wireless Connection Associate, I set up new wireless contracts and renewed existing ones. I also assisted wireless customers with technical support for their wireless devices and device replacement.