Ritchee Burns
Winston-Salem,NC
Summary
Accomplished Customer Service and Training Manager with over 20 years of experience in managing and directing multi-million-dollar operations. Proven ability to effectively manage teams and drive sales growth.
Overview
23
23
years of professional experience
Work History
Director of Operations
Mid-Atlantic Security
05.2023 - 02.2024
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
Assistant Manager Operations
Lowes Contact Center
02.2020 - 05.2023
- Supported the daily operations of a high-volume call center with a team of 25+ customer service representatives, ensuring exceptional customer service delivery
- Monitored daily operations, ensuring efficiency, accuracy and compliance with policies and procedures
Store Manager
Leslie Pool Supply
02.2018 - 01.2020
- Increased store sales by15% through effective merchandising strategies and customer engagement
- Led and trained a team of (5) associates to exceed sales goals and provide exceptional customer service
Front End Supervisor
Marshalls / TJ Maxx
09.2016 - 02.2018
- Led a team of 5-15 front-end associates to consistently exceed customer service goals by 60%
- Developed and implemented strategies to improve front-end efficiency, resulting in (5) or more customer loyalty member transactions per hour
- Mentored and coached team members to improve performance and customer satisfaction scores
Customer Service Manager
Ferrellgas Propane
01.2014 - 03.2016
- Led a team of (10) customer service representatives to exceed monthly sales targets consistently
- Assisted in the development of customer service policies and procedures
- Developed customer service policies to ensure compliance with company standards
Business Unit Manager
CompuCredit Corporation
10.2003 - 03.2010
- Directed the consumer credit department, overseeing over 25+ collection representatives through training and development
- Managed the budgeting process for the business unit, including forecasting and resource allocation
Loan Processor / Collections Rep
Security Finance
04.2001 - 12.2002
- Processed an average of (5) loan applications per week, enhancing overall workflow efficiency and assisted with past due collections on loans by making an average of 35 phone calls per day
- Collaborated with underwriting teams to resolve complex issues, which increased loan approval rates by20 percentage
Education
Business Administration
Wilkes Community College
Wilkesboro, NCSkills
- Operations Management
- Data Analysis
- Strategic Business Insights
- Staff Training
- Business Financial Metrics
- Risk assessment
- Team leadership
Accomplishments
Mid-Atlantic Security - As the Director of Operations, I successfully streamline the workforce and reporting operations for the company, implemented HR Department and successfully implemented the client/vendor relationship to offset missed hours of coverage for all clients in only 6 months.
CompuCredit Corporation- As the Business Unit Manager, I successfully increased collections revenue by 1.5 million dollars in my first year of employment.
Ferrellgas Propane - As the Customer Service Manager. I led the North Wilkesboro Service Center with outstanding customer service that ranked 10th out of 54 service centers for 9 consecutive months.
Timeline
Director of Operations
Mid-Atlantic Security
05.2023 - 02.2024
Assistant Manager Operations
Lowes Contact Center
02.2020 - 05.2023
Store Manager
Leslie Pool Supply
02.2018 - 01.2020
Front End Supervisor
Marshalls / TJ Maxx
09.2016 - 02.2018
Customer Service Manager
Ferrellgas Propane
01.2014 - 03.2016
Business Unit Manager
CompuCredit Corporation
10.2003 - 03.2010
Loan Processor / Collections Rep
Security Finance
04.2001 - 12.2002
Business Administration
Wilkes Community College
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