Mark Jarvis
North Wilkesboro,NC
Summary
Extensive managerial experience bringing 15 plus years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
17
17
years of professional experience
Work History
Executive Customer Relations
Lowe’s Companies Inc.
12.2018 - 11.2021
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Contact Center Sales Agent
Lowe’s Companies Inc.
02.2016 - 12.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer requests for products, services and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve sales goals.
General Manager
The Gold Club And Rodeo Bar And Grill
05.2008 - 10.2014
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Reduced corporate risk by managing shrink processes and controlling inventory levels.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Designed modern employee recognition program which boosted productivity and improved morale.
Sales Manager / Assistant Store Manager
Lowe’s Companies Inc.
08.2002 - 12.2006
- Completed store opening and closing procedures by counting drawers and managing security.
- Assisted sales team with completing customer transactions and managing issues.
- Trained new associates in successful sales and performance strategies.
- Demonstrated exemplary customer service by engaging clients on sales floor.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Developed monthly team action plans and monitored progress.
- Conducted weekly sales meetings to discuss business opportunities and strategies and alleviate issues.
Education
Psychology
East Carolina University
Greenville, NC05.1996
Associate Of Applied Arts - College Transfer
Wilkes Community College
Wilkesboro, NC06.1993
Skills
- Video Conferencing
- Report Preparation
- Brand Loyalty
- Mentorship / Training
- Servant Leadership
- Customer Service
- Business Development Understanding
- Staff Training
- Quality Control
- Order Fulfillment
- Customer and Client Relations
- Workflow Assessments
- Sales Expertise
- Critical Thinking
- Customer Complaint Management
- Active Listening Skills
- Conflict Resolution Techniques
- Complaint Resolution
- Strategic Sales Knowledge
- Delivery Schedules
- Project Management Abilities
- Problem-Solving Ability
- Team Goals
- Client Interactions
- Inbound and Outbound Calling
- Customer Follow-Up
- Member Support
- Professional Telephone Demeanor
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Timeline
Executive Customer Relations
Lowe’s Companies Inc.
12.2018 - 11.2021
Contact Center Sales Agent
Lowe’s Companies Inc.
02.2016 - 12.2018
General Manager
The Gold Club And Rodeo Bar And Grill
05.2008 - 10.2014
Sales Manager / Assistant Store Manager
Lowe’s Companies Inc.
08.2002 - 12.2006
Psychology
East Carolina University
Associate Of Applied Arts - College Transfer
Wilkes Community College
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