Tammy Maroney
Waterville,ME
Summary
Dynamic Multi Unit General Manager with a proven track record, enhancing customer satisfaction through effective problem resolution and training initiatives. Skilled in operations management and relationship building, I successfully reduced costs while boosting employee engagement and sales revenue, driving a min of 5%YOY increase in business sales profits.
Overview
12
12
years of professional experience
Work History
Multi Unit General Manager
Victra Verizon
Waterville, ME Oxford, ME
07.2023 - Current
- Improved brand reputation by addressing customer concerns promptly, resulting in an increased number of positive reviews online.
- Conducted regular audits of operational processes to identify areas for improvement or potential compliance risks.
- Reduced expenses and increased profits by optimizing resource allocation across multiple units.
- Developed strong relationships with vendors to negotiate favorable contracts, reducing supply costs for the organization.
- Collaborated with human resources to recruit, hire, and train high-performing team members for each unit location.
- Enhanced employee productivity through continuous training, goal setting, and performance evaluations.
- Established operational benchmarks for each unit location, driving consistency in service quality and customer satisfaction.
- Coordinated marketing efforts across units to drive customer engagement and increase sales revenue.
- Ensured consistent implementation of company policies and procedures through regular communication with all unit managers.
- Created a positive work culture by fostering open communication channels between staff members and management personnel alike.
Manager
GP Wireless
Auburn, ME
10.2020 - 06.2022
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
- 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.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Manager
J&S Wireless
Natrona Heights, PA
03.2018 - 05.2022
- Cross-trained existing employees to maximize team agility and performance.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Manager
Arch Telecom Group
Tarentum, PA
05.2016 - 02.2018
- Developed detailed plans based on broad guidance and direction.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
Call Center Sales Representative
Tmobile Call Center
05.2013 - 04.2016
- Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
- Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
- Developed long-term relationships with customers by providing exceptional service and tailored solutions.
- Boosted revenue by identifying up-selling and cross-selling opportunities during customer interactions.
- Strengthened customer loyalty through empathetic listening and understanding individual requirements.
- Utilized CRM systems proficiently to track customer interactions, ensuring accurate records for future reference and followups.
- Demonstrated flexibility by adapting to shifting call center priorities and adjusting strategies accordingly for optimal outcomes.
- Maintained high-quality standards through thorough knowledge of products, services, and company policies.
- Contributed to positive work environment by assisting colleagues with problem-solving and skill development.
- Adapted communication style according to diverse clientele backgrounds for better connection and rapport building during calls.
- Retained existing customers by addressing concerns promptly and offering personalized solutions to meet their needs.
- Collaborated closely with other departments such as marketing or product management teams in order to stay informed about new offers or updates relevant to the role.
- Achieved top performer status consistently due to excellent sales results and customer feedback ratings.
- Provided valuable input during team meetings aimed at refining call center protocols based on evolving market trends or consumer preferences.
- Reduced average call times by quickly addressing customer inquiries and resolving issues proactively.
- Exceeded monthly sales targets through effective prospecting, lead generation, and closing techniques.
- Participated actively in coaching sessions, incorporating feedback to continuously improve sales techniques and overall performance.
- Streamlined processes for increased efficiency in managing large volume of inbound calls daily.
- Set up appointments with interested customers according to schedule availability.
- Educated customers on product and service benefits, explaining features and answering questions.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Utilized sales techniques to build customer interest and close sales.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
- Developed extensive knowledge of products and services to better assist customers.
- Overcame objections using friendly, persuasive strategies.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Observed and learned changing customer requirements and adapted sales strategies as needed.
- Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
- Implemented upselling techniques to increase revenue and move product.
- Opened new accounts and documented personal, demographic, and payment information in system.
- Attained $Amount in sales targets on monthly basis.
Education
Associates - Business Management And Accounting
Independence University
Salt Lake City, UT04.2019
Skills
- Training and mentoring
- Operations management
- Sales growth
- Staff development
- Employee engagement
- Positive attitude
- Teamwork
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Problem-solving abilities
- Reliability
- Excellent communication
- Computer skills
- Team collaboration
- Team leadership
- Active listening
- Organizational skills
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Effective communication
- Relationship building
- Customer relations
- Problem resolution
- Professional and courteous
- Task prioritization
- Work Planning and Prioritization
- Scheduling and coordinating
- Self motivation
- Customer relationship management
- Analytical thinking
- Conflict resolution
- Interpersonal skills
- Training and development
- Recruitment and hiring
- Goal setting
- Team development
- Professionalism
- Good judgment
- Staff management
- Quality control
- Documentation and reporting
- Strategic planning
- Negotiation and conflict resolution
- Employee coaching and mentoring
- Sales strategy
- Staff training
- MS office
- Continuous improvement
- Adaptability
Timeline
Multi Unit General Manager
Victra Verizon
07.2023 - Current
Manager
GP Wireless
10.2020 - 06.2022
Manager
J&S Wireless
03.2018 - 05.2022
Manager
Arch Telecom Group
05.2016 - 02.2018
Call Center Sales Representative
Tmobile Call Center
05.2013 - 04.2016
Associates - Business Management And Accounting
Independence University