Nicholas Douglas-Scott
Mishawaka,IN
Summary
With a proven track record at Drive and Shine, I excel in staff management and customer service, enhancing team productivity and client satisfaction. My leadership has consistently achieved performance targets, leveraging skills in operations management and conflict de-escalation to foster a professional work environment and drive significant business growth.
Overview
5
5
years of professional experience
Work History
Department Manager
Drive and Shine
02.2022 - Current
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Established clear performance expectations for staff members which led to increased accountability.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Led a team of professionals to consistently achieve or exceed performance targets.
- Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Trained newly hired employees on routine tasks and customer service.
- Delivered exceptional customer service, addressing concerns and providing product information.
Supervisor of Interior Clean
Drive and Shine
03.2021 - 02.2022
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Solicited customer feedback to identify and improve on areas of weakness.
- Cultivated strong relationships with clients through consistent communication and excellent service delivery.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Collected, arranged, and input information into database system.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Automotive Interior Cleaner
Drive and Shine
10.2020 - 03.2021
- Trained new employees in company procedures and best practices, promoting consistency in service quality across the team.
- Maintained a safe work environment by adhering to safety guidelines when using chemicals or operating equipment.
- Increased client retention rates through consistent attention to detail and high-quality results.
- Handled sensitive client information discretely while working on-site.
- Promoted a positive company image through professional appearance, punctuality, and courteous interactions with clients.
Host/busser
Papa Vinos
06.2019 - 10.2020
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
Education
Core 40 - STEM
Penn High School
Mishawaka, IN06.2020
Skills
Customer service
- Customer Service
- Staff Management
- Team Supervision
- Problem-Solving
- Training and mentoring
- Customer Engagement
- Goals and performance
- Work Planning and Organization
- Staff Development
- Order Management
- Sales expertise
- Relationship building and management
- Employee Scheduling
- Conflict de-escalation
- Employee Management
- Operations Management
- Rules and regulations
- Policy Development
- Database Management
- Shift Scheduling
- Computer Skills
- Professional and Courteous
- Team Development
- Scheduling and Coordinating
- Documentation And Reporting
Timeline
Department Manager
Drive and Shine
02.2022 - Current
Supervisor of Interior Clean
Drive and Shine
03.2021 - 02.2022
Automotive Interior Cleaner
Drive and Shine
10.2020 - 03.2021
Host/busser
Papa Vinos
06.2019 - 10.2020
Core 40 - STEM
Penn High School
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