Paul Manion
Jacksonville,FL
Summary
A proud team player with more than 20 years of Customer Service/Sales/Management and HR Compliance experience. I am a Focused Human Resource Director skilled in employee development and motivation. I offer employees comprehensive support through career development guidance for team and individual success. (I lead by example, and have I wouldn't ask you to do anything I wouldn't do attitude). Proficient in Inventory Control, Sales, Staff Training/Coaching, and Leadership Development. Customer/Employee oriented team player with expertise in generation optimal satisfaction levels while building profits and client generation/retention.
Overview
21
21
years of professional experience
Work History
Customer Experience Coordinator
Delta Airlines Global Services
Miami, FL
11.2022 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Assisted customers with product selection, ordering, returns, and refunds.
- Resolved customer complaints in a timely manner.
- Identified opportunities to improve the customer experience process.
- Gathered data on customer trends and preferences to inform decision-making.
- Created detailed reports of customer interactions and feedback.
- Collaborated with other departments to streamline processes for better customer outcomes.
- Analyzed performance metrics to measure success of initiatives aimed at improving the customer experience.
- Developed strategies for addressing common issues that arise during the customer experience journey.
- Referred unresolved customer grievances to designated departments for further investigation.
Content Development/Department Manager
Alwan Wraps
Sterling Heights, MI
06.2020 - 10.2023
- Work directly with the Graphic Designers/Post Production team members and specialists
- Identified opportunities to streamline processes and improve production operations and eciency
- Oversee daily operations of custom print orders
- Scheduling of maintenance on Epson printers
- Adjust employee schedules based on workloads
- Work Directly with Customer Service manager
- Inventory weekly audits.
Director Human Resources
Metro Restyling
Sterling Heights, MI
06.2018 - 10.2023
- Training and Development of Sales/Customer Service Team
- Payroll Compensation and Benefits
- Talent Management/Stang
- Created Job Descriptions/Recruitment
- Structured Compensation and Benefits
- Weekly Payroll Audits/Reduction in OT/Reduction/Increase in employees hrs based on demand
- Interviewing
- Open Enrollment
- Human Interest (401k) Admin
- Maintained 'Open Door' Policy
- Annual Review of HR structure.
General Manager of Product Development/Sales/Customer Service
Metro Restyling
Sterling Heights, MI
06.2018 - 06.2021
- Conversion from Volusion to Shopify Platform
- Grew business from $12 million (2018) to $36 million (2023)
- Set up company Nexus
- Sta Supervision
- Assumed Ownership over team productivity/managed workflow
- Supervised/developed department management and employees
- Trained and regularly mentored associates
- Resolved Customer Issues
- Collaborated with upper management
- Developed unique discount options
- Chargeback responses/Filed Claims
- Fostered Cross-Functional Relationships
- Identified Opportunities to streamline processes.
Executive Producer/Cohost
NBC Sports
Boston , MA
01.2012 - 10.2017
- Organized production schedules, budgets, and staff rosters to ensure efficient operations.
- Coordinated casting process for projects, including auditions and callbacks.
- Negotiated contracts with actors, writers, directors, and other creative personnel.
- Supervised all aspects of pre-production tasks such as script development and storyboarding.
- Managed post-production processes such as editing, sound design, music composition, and visual effects.
- Approved all marketing materials related to the project prior to release.
- Sourced vendors for equipment rentals or purchases needed during production process.
- Monitored costs associated with production process and identified cost-saving opportunities.
- Ensured that all safety protocols were followed throughout duration of shoots.
- Attended regular meetings with studio executives to discuss upcoming projects.
- Provided guidance and direction on creative decisions made by cast and crew members.
- Produced twelve television and digital news segments each year.
- Acquired top clients and met needs with hands-on and collaborative approach.
- Established and maintained all product budgets.
- Coached and inspired on-air talent to be exciting and engaging.
- Generated original ideas and further developed ideas through research.
- Recruited and managed event and location crews.
- Created project budgets and managed production costs.
- Ensured that all guests were taken care of promptly and courteously.
- Answered phone calls and handled reservations.
Inventory Control Supervisor
Neiman Marcus
Orlando , FL
07.2010 - 11.2011
- Developed and implemented efficient inventory control processes to ensure accurate tracking of stock levels.
- Conducted regular audits to identify discrepancies between physical and system-generated data.
- Analyzed sales trends, forecasts and customer orders to determine optimal stocking levels.
- Developed detailed reports on inventory levels, cost of goods sold, product shortages, and aging stock items.
- Monitored warehouse operations to ensure accuracy in receiving and shipping procedures.
- Coordinated with vendors to negotiate best prices for products while maintaining quality standards.
- Identified areas for improvement in existing inventory management processes based on industry best practices.
- Trained staff on proper inventory control techniques using established policies and procedures.
- Maintained accurate records related to receipt, storage, issuance, transfer, disposal of inventories.
- Resolved any invoice discrepancies with suppliers regarding pricing or quantity errors.
- Enforced strict safety rules and regulations to protect workers and minimize company liability.
- Motivated team to exceed performance targets with fast, accurate service in handling diverse materials.
- Oversaw team scheduling and individual assignments to meet coverage demands.
Assistant Store Manager
Tommy Bahama
Orlando, FL
11.2007 - 06.2010
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
- Developed strategies for increasing store profitability by analyzing financial data and implementing cost-saving measures.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Resolved customer complaints in a timely manner and addressed any issues that may arise during store hours.
- Ensured compliance with all safety regulations throughout the store premises.
- Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
- Collaborated with other departments within the organization to coordinate promotions, events, and special projects.
- Identified areas of operational inefficiency and implemented solutions to streamline processes.
- Developed an effective system for tracking inventory levels, ensuring stock is available when needed.
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Oversaw coaching and guidance of store employees to foster advancement in work operations.
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Delegated work to staff, setting priorities and goals.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Assistant Attractions Manager
Walt Disney Parks and Resorts
Orlando , FL
01.2003 - 10.2007
- Provided exceptional customer service to ensure customer satisfaction.
- Identified opportunities to improve the customer experience process.
- Gathered data on customer trends and preferences to inform decision-making.
- Collaborated with other departments to streamline processes for better customer outcomes.
- Conducted regular training sessions for employees on best practices for providing excellent customer service.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Updated databases with new and modified customer data.
- Referred unresolved customer grievances to designated departments for further investigation.
- Stored and retrieved vehicles, radios and ride components.
- Talked to coworkers using computers, radios and other electronic devices.
- Assigned tasks and work hours to staff.
- Trained workers in company procedures or policies.
- Scheduled and coordinated events and activities.
- Delegated work to staff, setting priorities and goals.
Education
MBA Masters of Business Administration with Marketing Concentration -
University of Phoenix
05.2009
Skills
- Training and Coaching
- Promotions Experience
- Returns Policies
- Opening and Closing Procedures
- Solutions Management
- Customer Service
- Quality Control
- Order Processing
- Account Management
- Regulatory Compliance
- De-Escalation Techniques
- Direct Sales
- Customer Relationship Management (CRM)
- Document and Records Management
- Employee Coaching
- Service Upselling
- Report Preparation
- Order Fulfillment
- Customer Retention Strategies
Accomplishments
- Emmy Nominated
Timeline
Customer Experience Coordinator
Delta Airlines Global Services
11.2022 - Current
Content Development/Department Manager
Alwan Wraps
06.2020 - 10.2023
Director Human Resources
Metro Restyling
06.2018 - 10.2023
General Manager of Product Development/Sales/Customer Service
Metro Restyling
06.2018 - 06.2021
Executive Producer/Cohost
NBC Sports
01.2012 - 10.2017
Inventory Control Supervisor
Neiman Marcus
07.2010 - 11.2011
Assistant Store Manager
Tommy Bahama
11.2007 - 06.2010
Assistant Attractions Manager
Walt Disney Parks and Resorts
01.2003 - 10.2007
MBA Masters of Business Administration with Marketing Concentration -
University of Phoenix
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