Microsoft Office
Marion Officer III
General Manager, Customer Service, Sales
Alton,IL
Summary
Proven leader with a track record of enhancing operational efficiency and customer satisfaction at American Water Resources. Skilled in Operations Management and Team Leadership, I've successfully implemented cost-saving strategies and improved customer retention. My approach has fostered strong relationships, driving sales and team performance to new heights. Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
18
18
years of professional experience
Work History
General Manager
Officer Funeral Home
10.2018 - Current
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed budget implementations, employee evaluations, and contract details.
- Formulated policies and procedures to streamline operations.
- Developed and implemented strategies to increase sales and profitability.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
Customer Service Supervisor
American Water Resources
Alton, IL
04.2013 - 10.2018
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Created customer support strategies to increase customer retention.
Call Center Retention Specialist
Verizon Wireless
02.2012 - 04.2013
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Built constructive customer relationships to improve loyalty and recommendations.
Lawncare Maintenance Worker/General Laborer
Sunset Gardens of Memory
07.2006 - 01.2013
- Reduced costs by utilizing environmentally friendly practices such as organic fertilizers and water-saving irrigation methods.
- Delivered exceptional customer service by addressing client concerns promptly and professionally, ensuring repeat business.
- Enhanced lawn health by implementing proper mowing, fertilizing, and irrigation techniques.
- Maintained safety standards by adhering to company guidelines and using personal protective equipment during all tasks.
- Increased efficiency by maintaining equipment in good working order and troubleshooting issues as needed.
- Supported the success of fellow team members through open communication channels that fostered collaboration in achieving project goals.
Education
Bachelor of Science - Business Management
Saint Louis Community College
St Louis, MO 05.2001 -
Skills
Operations Management
Customer Relationship Management
Team Leadership
Project Management
Staff Supervision
Customer Retention
Leadership and team building
Merchandise Sales
Sales Coaching Techniques
Software
Google G-Suite
Excel
Powerpoint
Ouickbooks
CRM
Timeline
General Manager
Officer Funeral Home
10.2018 - Current
Customer Service Supervisor
American Water Resources
04.2013 - 10.2018
Call Center Retention Specialist
Verizon Wireless
02.2012 - 04.2013
Lawncare Maintenance Worker/General Laborer
Sunset Gardens of Memory
07.2006 - 01.2013
Bachelor of Science - Business Management
Saint Louis Community College
05.2001 -
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