Terry Whitehead
Acworth,GA
Summary
Dynamic leader with a proven track record at Cracker Barrel, enhancing customer satisfaction and team performance through strategic planning and effective conflict resolution. Skilled in operations management and staff development, adept at fostering customer relationships and driving continuous improvement. Achieved significant advancements in employee engagement and service delivery efficiency.
Overview
32
32
years of professional experience
Work History
Garden Worker
Lowes Home Improvment
06.2019 - 11.2023
- Enhanced plant health by implementing proper pruning techniques and weed control methods.
- Ensured safety of staff members through comprehensive training on tool usage, chemical handling, and general workplace procedures.
- Implemented creative solutions for space limitations in urban gardens with vertical planting systems, container gardens, and rooftop installations.
- Optimized irrigation systems for efficient water use while maintaining optimal plant growth and health.
Service Desk Supervisor
Home Depot
03.2010 - 11.2018
- Improved incident response times by proactively identifying potential bottlenecks in the process flow and addressing them promptly.
- Boosted employee engagement levels by recognizing outstanding performances and fostering a positive work environment.
- Conducted regular performance reviews for staff development, setting individual goals aligned with department objectives and providing constructive feedback on areas needing improvement.
- Maintained up-to-date knowledge of industry trends to identify opportunities for continuous improvement of the service desk function.
- Introduced automation tools to streamline repetitive tasks, increasing efficiency across the service desk operations.
- Streamlined service desk operations by implementing efficient processes and workflows.
- Trained mentored, and supervised a team of service desk technicians for optimal performance and productivity.
- Enhanced customer satisfaction rates by consistently providing exceptional support and timely resolutions to issues.
- Established clear communication channels within the team, fostering a culture of collaboration and accountability.
- Managed escalations effectively, resolving complex technical issues promptly and professionally.
- Implemented metrics-based performance evaluations for continuous improvement of the service desk team''s capabilities.
- Reduced average call wait times through effective scheduling adjustments based on historical data analysis.
- Promoted a customer-centric approach among team members, emphasizing empathy, active listening, and effective problem-solving skills in all interactions with users.
Manager
Cracker Barrel
01.1992 - 08.2009
- 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.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- 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.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
Education
Diploma -
Mt Abram High School
Salem,Maine06.1976
None - Applied Sciences
University of Maine
Augusta,MaineSkills
- Customer service
- Time management
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Staff management
- Operations management
- Customer relationship management (CRM)
- Shift scheduling
- Sales techniques
- Conflict resolution
- Schedule preparation
- Sales management
- Workforce management
- Performance evaluations
- Marketing
Timeline
Garden Worker
Lowes Home Improvment
06.2019 - 11.2023
Service Desk Supervisor
Home Depot
03.2010 - 11.2018
Manager
Cracker Barrel
01.1992 - 08.2009
None - Applied Sciences
University of Maine
Diploma -
Mt Abram High School
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