Summary
Overview
Work History
Education
Skills
Timeline
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Rose Scott-Daughtry

Leander ,TX

Summary

Accomplished General Manager at SmartNote, a Berkshire Hathaway subsidiary, with a proven track record in P&L management and team leadership. Expert in driving customer retention and operational efficiencies, resulting in significant business growth. Skilled in staff training and development, ensuring high-quality management and customer satisfaction.

Overview

18
18
years of professional experience

Work History

General Manager

SmartNote Subsidiary of Berkshire Hathaway
12.2018 - 01.2024
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed budget implementations, employee evaluations, and contract details.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.

Loss Prevention Manager/ Customer Service Manager

SmartNote Subsidiary of Berkshire Hathaway
08.2005 - 12.2018
  • Updated account information in each customer's record to keep data accurate.
  • Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently.
  • Answered multi-line phones and used active listening skills to assess client's issues and challenges.
  • Responded to customer inquiries and queries to provide thorough and speedy resolutions.
  • Directed team of 10 supervisors and managers to enhance across-the-board customer support and better meet company service demands.
  • Maintained customer account information database by canceling and updating customer accounts.
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Education

High School Diploma -

Barbara Jordan High School
Houston, TX

Skills

  • Vendor Sourcing
  • Customer Retention
  • Program Administration
  • Schedule Management
  • Quality Management
  • Customer Relationship Management
  • Loss Prevention
  • Staff Supervision
  • Account Management
  • Team Leadership
  • Staff Training and Development

Timeline

General Manager

SmartNote Subsidiary of Berkshire Hathaway
12.2018 - 01.2024

Loss Prevention Manager/ Customer Service Manager

SmartNote Subsidiary of Berkshire Hathaway
08.2005 - 12.2018

High School Diploma -

Barbara Jordan High School

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Rose Scott-Daughtry