MYLES R. CONROY
Plattsburgh
Summary
Manager with experience leading teams, executing daily operations, and supporting sales and service performance in fast-paced environments. Strengths include team leadership, operational execution, and cross-functional collaboration.
Professional with extensive experience in managing customer care operations within B2B environments, overseeing team performance to meet service standards. Successfully handled complex customer escalations and implemented process improvements that enhanced service workflows and response times. Developed training programs for new hires, fostering a knowledgeable team capable of addressing client needs effectively. Collaborated cross-functionally to identify and resolve client concerns, contributing to improved service quality and retention rates.
Overview
4
4
years of professional experience
Work History
Client Care Supervisor/Client Care Advocate
National Business Technologies
Plattsburgh
12.2024 - 10.2025
- Managed customer care operations supporting B2B clients.
- Supervised and coached team members to meet service standards.
- Handled complex customer escalations and service recovery.
- Partnered cross-functionally to improve service workflows.
- Delivered customer support in a fast-paced B2B environment.
- Resolved complex issues while maintaining client relationships.
- Implemented process improvements that streamlined workflows, resulting in improved response times for client inquiries.
- Developed training programs for new hires, fostering a knowledgeable team that consistently met client needs.
- Collaborated with cross-functional teams to identify and resolve client concerns, enhancing overall service effectiveness.
- Monitored client feedback to identify trends, informing strategies that improved service quality and client retention.
- Assisted in the development of client engagement initiatives that strengthened relationships and increased client loyalty.
- Facilitated communication between clients and internal stakeholders to ensure alignment on service expectations and deliverables.
- Maintained accurate client records and documentation, supporting compliance and enabling informed decision-making.
- Resolved escalated customer complaints promptly and professionally.
- Created reports outlining key findings from customer surveys and other sources of feedback.
- Organized and led weekly team meetings to review progress on projects and discuss any issues that arose.
- Monitored customer service staff performance, providing feedback and guidance as needed.
- Partnered with other departments within the company to ensure customers received satisfactory solutions when required.
- Developed strategies for improving customer service operations, such as introducing new policies or procedures.
- Conducted regular training sessions with customer service staff to ensure they had the necessary knowledge and skills to provide excellent service.
- Prepared monthly reports on customer satisfaction levels, highlighting areas where improvements could be made.
- Analyzed customer feedback data to identify areas of improvement for the customer service team.
- Managed client relations, including responding to inquiries and complaints in a timely manner.
General Manager
Staples
Williston
09.2023 - 11.2024
- Led daily store operations and sales execution.
- Managed staffing, scheduling, hiring, and performance.
- Accountable for customer experience and operational standards.
- Directed daily store operations, ensuring compliance with corporate policies and enhancing overall customer satisfaction levels.
- Implemented inventory management processes, optimizing stock levels and reducing operational discrepancies across departments.
- Trained and mentored staff on best practices, leading to improved team performance and customer service outcomes.
- Analyzed sales data and market trends, adjusting strategies to drive revenue growth and enhance product offerings.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Trained employees on duties, policies and procedures.
- Created schedules and monitored payroll to remain within budget.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Guided management and supervisory staff to promote smooth operations.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
- Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
Store Leader II / Store Leader
GameStop
Flint
05.2021 - 09.2023
- Managed store operations, sales performance, and customer experience.
- Coached teams on service standards and execution.
- Led daily operations by managing staff performance and ensuring adherence to company policies, enhancing team efficiency.
- Developed and implemented training programs for new employees, improving onboarding processes and employee retention rates.
- Analyzed inventory levels and sales trends to optimize stock management, resulting in reduced waste and improved product availability.
- Collaborated with cross-functional teams to enhance customer experiences, leading to increased satisfaction and loyalty.
- Oversaw visual merchandising strategies to align with corporate standards, driving foot traffic and enhancing store appeal.
- Mentored junior staff members, fostering a collaborative environment that improved team dynamics and overall store performance.
- Managed cash handling procedures, ensuring accuracy and compliance with financial policies while minimizing discrepancies.
- Conducted regular audits of store operations to identify areas for improvement, contributing to streamlined processes and enhanced productivity.
- Managed all aspects of store operations including staffing schedules, budgeting.
- Resolved customer service issues to ensure customer satisfaction.
- Hired, trained, and evaluated personnel; addressed employee concerns and grievances.
- Maximized profits by controlling costs and managing budgets effectively.
- Provided feedback on performance of staff members through regular appraisals.
- Empowered employees to independently handle routine customer concerns and coordinate cross-functional solutions for complex issues.
- Maintained store operations by following policies and procedures; completed reports.
Education
Associate Degree - Liberal Arts
Mid Michigan College
Skills
- Operations Management
- Sales Leadership
- Team Development
- Performance Management
- Customer Experience
- Process Improvement
- Escalation Management
- Cross-Functional Collaboration
- Customer care management
- Team supervision
- Service recovery
- Cross-functional collaboration
- Process improvement
- Client relationship management
- Training program development
- Client feedback analysis
- Customer escalation resolution
- Performance monitoring
- Budget management
- Staff training and mentoring
Timeline
Client Care Supervisor/Client Care Advocate
National Business Technologies
12.2024 - 10.2025
General Manager
Staples
09.2023 - 11.2024
Store Leader II / Store Leader
GameStop
05.2021 - 09.2023
Associate Degree - Liberal Arts
Mid Michigan College