Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sam Brown

Atlanta,GA

Summary

Customer service professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.

Overview

23
23
years of professional experience

Work History

Manager of Operations

Wal-Mart Supercenter
10.2010 - Current
  • Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
  • Managed cross-functional teams for successful project completion and timely delivery.
  • Streamlined operational processes by implementing efficient workflow management strategies.
  • Developed strong relationships with suppliers, resulting in reduced costs and better quality products.
  • Enhanced team productivity by providing effective training programs and performance management systems.
  • Collaborated with other department heads to align organizational goals and maximize efficiency across all departments.
  • Created and executed strategic plans aimed at increasing profitability while maintaining exceptional customer service standards.
  • Mentored junior team members in their career progression pathing endeavors towards managerial roles within the company structure framework.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Trained new employees on proper protocols and customer service standards.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.

Department Manager

Burlington Coat Factory Warehouse
07.2004 - 08.2010
  • Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
  • Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
  • Assisted in talent acquisition efforts, hiring top candidates to strengthen the department''s capabilities.
  • Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
  • Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
  • Implemented quality control measures that resulted in improved products or services within the department offerings.
  • Advised upper management on key decisions based on thorough analysis of sales trends, market conditions, and competitor activities.
  • Managed projects efficiently from inception to completion ensuring timely delivery within budget constraints.

Telesales Supervisor

Cingular Wireless
05.2001 - 07.2004
  • Boosted sales revenue by consistently meeting and exceeding daily, weekly, and monthly targets with efficient telesales strategies.
  • Developed strong rapport with clients by maintaining a professional demeanor and ensuring a positive customer experience in each interaction.
  • Retained existing customers by providing exceptional service, staying informed on product updates, and offering tailored solutions based on individual needs.
  • Conducted thorough follow-ups with potential clients to maintain engagement levels, resulting in increased conversion rates from lead to sale.
  • Demonstrated adaptability in adjusting sales tactics according to changes in market trends or shifts in target demographics.
  • Optimized call scripts by incorporating persuasive language techniques for more impactful conversations with prospects.
  • Managed time efficiently during work hours, prioritizing tasks that directly contributed to achieving sales objectives.
  • Maintained excellent relationships with supervisors and other stakeholders through open communication channels, contributing positively to team dynamics.
  • Mitigated potential objections from customers by proactively addressing concerns before they became barriers to closing deals.
  • Monitored personal performance metrics closely, identifying areas of improvement and implementing strategies for continuous growth within the role.
  • Navigated challenging situations with clients calmly and diplomatically, preserving relationships while upholding company policies.

Education

Associate of Arts - Business

Georgia Perimeter College
Decatur, GA
12.2014

High School Diploma -

Towers High School
Decatur, GA
06.2000

Skills

  • Business Acumen
  • Organizational Skills
  • Customer Service
  • Process Improvement
  • Quality Assurance
  • Cross-functional Coordination
  • Performance Measurement

Timeline

Manager of Operations

Wal-Mart Supercenter
10.2010 - Current

Department Manager

Burlington Coat Factory Warehouse
07.2004 - 08.2010

Telesales Supervisor

Cingular Wireless
05.2001 - 07.2004

Associate of Arts - Business

Georgia Perimeter College

High School Diploma -

Towers High School

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Sam Brown