Michael Athey
Tallassee,AL
Summary
Personable and dedicated Customer Service Representative with extensive experience in retail industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
13
13
years of professional experience
Work History
District Support Manager
Alumni Hall
Knoxville , TN
2020.10 - Current
- Orchestrated new store openings by being involved in every step of the projects at times.
- Recognized by management for providing exceptional customer service.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Understood and followed oral and written directions.
- Completed day-to-day duties accurately and efficiently.
- Analyzed business performance data and forecasted business results for upper management.
- Evaluated existing systems and recommended changes or upgrades as needed.
- Resolved technical issues related to hardware, software, and networks in the district offices.
- Evaluated performance of support staff and provided coaching to improve performance.
- Developed departmental goals and standards in line with supporting organization's mission and strategic vision.
- Led weekly team meetings to communicate business updates and review team performance.
- Created weekly schedules for team members and enforced timely shift start and end times.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Analyzed data to identify opportunities for improving support levels.
- Reviewed completed work to verify consistency, quality and conformance.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Implemented company-wide policy changes and initiatives to improve support capabilities.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Consulted with customers to gather and define requirements.
- Reported concerns and recommendations from clients and employees to senior management.
- Fostered positive and inclusive team culture for support staff.
- Created and managed budgets for travel, training and teambuilding activities.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Recruited and trained new employees to meet job requirements.
- Provided ongoing training to maintain productivity and effectiveness of staff.
Support Manager
Walmart
Auburn , AL
2020.01 - 2021.01
- Evaluated performance of support staff and provided coaching to improve performance.
- Recruited and trained new employees to meet job requirements.
- Ensured compliance with applicable laws and regulations regarding customer service practices.
- Monitored staff interactions with customers to provide real-time coaching.
- Identified opportunities for process improvements within the department.
- Created weekly schedules for team members and enforced timely shift start and end times.
- Resolved escalated customer complaints in a timely manner.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Implemented company-wide policy changes and initiatives to improve support capabilities.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Led weekly team meetings to communicate business updates and review team performance.
- Delegated work to staff, setting priorities and goals.
- Planned and completed group projects, working smoothly with others.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Identified needs of customers promptly and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Maintained updated knowledge through continuing education and advanced training.
General Manager
Loves Travel Stop
Shorter , AL
2018.01 - 2020.01
- Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
- Prepared staff work schedules and assigned team members to specific duties.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Performed routine audits of internal controls in order to maintain accuracy of financial records.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Created schedules and monitored payroll to remain within budget.
- Monitored progress by establishing plans, budgets and measuring results.
- Administered employee discipline through verbal and written warnings.
- Tracked monthly sales to generate reports for business development planning.
- Designed sales and service strategies to improve revenue and retention.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
- Trained employees on duties, policies and procedures.
- Developed marketing strategies designed to increase brand awareness within target markets.
- Developed service and sales strategies to improve retention and revenue.
- Delegated work to staff, setting priorities and goals.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Guided management and supervisory staff to promote smooth operations.
- Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
- Completed day-to-day duties accurately and efficiently.
- Recognized by management for providing exceptional customer service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked with cross-functional teams to achieve goals.
Assistant Manager
Walmart
Opelika , AL
2011.01 - 2019.12
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Implemented new procedures or systems to improve efficiency within the organization.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Monitored employee attendance records, timekeeping, and payroll information.
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
- Supervised daily operations including scheduling shifts, assigning duties.
- Developed a system for tracking inventory and ordering supplies as needed.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Resolved conflicts between team members in an effective manner.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Served as a liaison between staff members and senior management personnel.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Produced thorough, accurate and timely reports of project activities.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained up-to-date knowledge of company products and services.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Created reports on sales trends, inventory levels, and financial data.
- Completed inventory audits to identify losses and project demand.
- Ensured compliance with safety regulations and company policies.
- Created and managed budgets for travel, training and teambuilding activities.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Managed customer service inquiries and complaints in a timely manner.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Understood and followed oral and written directions.
- Maintained schedule of class assignments to meet deadlines.
- Collaborated with others to discuss new opportunities.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Worked with cross-functional teams to achieve goals.
Education
High School Diploma -
Tallassee High School
Tallassee, AL2007-05
Skills
- Staff Training
- Teamwork and Collaboration
- Policy Development
- Policy Enforcement
- Performance Evaluations
- Customer Service
- Work Planning and Prioritization
- Records Management
- Client Retention
- Problem-Solving
- Performance Management
- Employee Development
- Budget Management
- Support Services
- Continuous Improvement
- Retention Strategies
- Meeting Coordination
- Professional Networking
- Cross-Functional Collaboration
- Corrective Actions
- Document Management
- Decisive Decision-Making
- Project Management
- Flexible Schedule
- Quality Controls
- Training and Mentoring
- Customer Service Understanding
- Business Planning
- Quality Assurance
- Office Administration
- Conflict Management
- Customer Service Expertise
- Team Development
- Staff Management
- Travel Arrangements
- Contract Management
- Schedule Coordination
- Regulatory Compliance
Accomplishments
- Store Of The Year 2 Years in a row
- Best Email Capture %
- Award in Excellence
Affiliations
- Sports is what I love to watch and do. I use to coach football and wrestling as well.
Languages
English
Professional
References
References available upon request.
Timeline
District Support Manager
Alumni Hall
2020.10 - Current
Support Manager
Walmart
2020.01 - 2021.01
General Manager
Loves Travel Stop
2018.01 - 2020.01
Assistant Manager
Walmart
2011.01 - 2019.12
High School Diploma -
Tallassee High School
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