Summary
Overview
Work History
Education
Skills
Timeline
Generic

Walter Ross

Tucson,AZ

Summary

Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.

Overview

35
35
years of professional experience

Work History

Admissions Representative

Jersey College School Of Nursing
01.2024 - Current
  • Coordinated admissions processes to streamline student enrollment and enhance operational efficiency.
  • Trained and mentored new admissions staff on policies, procedures, and best practices.
  • Analyzed student applications to ensure adherence to program eligibility requirements and institutional standards.
  • Developed and maintained relationships with prospective students through effective communication strategies.
  • Led workshops and information sessions to educate potential students about programs offered by the institution.
  • Boosted conversion rates by consistently following up with prospective students through phone calls, emails, and personalized communications.
  • Provided exceptional customer service to all inquiries from prospective students, parents, and educators seeking information about the institution and its programs.
  • Maximized resources by effectively utilizing CRM software to track communication efforts with potential applicants throughout their decision-making process.
  • Assisted in meeting annual enrollment goals by consistently achieving personal recruitment targets set forth by management each academic year.
  • Expanded outreach opportunities by representing the institution at college fairs, high school visits, and community events promoting higher education.
  • Informed prospective students of financial aid options available at our institution and provided guidance on the application process.
  • Spoke to groups of prospective students about enrollment, institution benefits and features during information sessions.
  • Led weekly campus tours to showcase campus features.
  • Facilitated successful campus events such as open houses and orientation sessions, resulting in increased student engagement and satisfaction.
  • Responded to inquiries from prospective students and parents, improving overall satisfaction with the admissions process.
  • Conducted detailed tours of campus facilities, leading to increased interest among prospective students.

Insurance Claims Adjuster

Geico Insurance
12.2022 - 01.2024
  • Evaluate,research and investigate customer auto damage claims
  • Customer service
  • Handle incoming calls
  • Review customer statements
  • Maintain customer files
  • Answer customers' questions about their claims
  • Follow Geico insurance guidelines, and procedures
  • Help to determine settlements
  • Provide follow up calls
  • Multi-task between calls and files
  • Interview claimants and insured to get a better understanding of the situation
  • Review documentation.

Inside Sales/Customer Service Rep

Progrexion
01.2022 - 08.2022
  • Sell products or services
  • Customer service
  • Consult potential clients on ways to improve their credit
  • Enroll clients into programs
  • Maintain customer records
  • Answer customers' questions about products
  • Set realistic expectations
  • Meet sales goals
  • Handle 12-25 incoming calls daily.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Inside Sales/Customer Service Rep

Prototron Circuits
05.2018 - 09.2021
  • Sell products or services
  • Negotiate prices or terms of sales or service agreements
  • Prepare and submit sales contracts for orders
  • Visit establishments to evaluate needs or to promote product or service sales
  • Maintain customer records, using automated systems
  • Answer customers' questions about products, prices and availability, or credit terms
  • Quote prices, credit terms, or other bid specifications
  • Contact new or existing customers to discuss how specific products or services can meet their needs
  • Emphasize product features based on analyses of customers' needs and on technical knowledge of product capabilities and limitations
  • Recognize industry trends & new developments.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Sr. Operations Manager

Curacao
02.2015 - 05.2018
  • Developed a strong team of operation 3 supervisors, and 24 associates
  • Ensure personnel files are maintained for each employee of store
  • Schedule writing, hiring, training, and developing of employees
  • Comply with, and inventory management policies, and procedures including price strategies and audit compliance
  • Ensure store warehouse is in order at all times with appropriate merchandise levels
  • Oversee merchandising of all departments of the store
  • Responsible for all department Inventories and audits, the Warehouse, Service Department, Cashier Department, Credit Department, Children’s area, and General Merchandise Department
  • Manage the store Safety Committee, Safety training, and accident forms
  • Ensure promotional changes, and all price adjustments are executed on floor, and in system
  • P&L controls delivering results for every line item
  • Monitor merchandise movement flow from point of delivery to sales floor, will calls, transfers, and customer returns while minimizing losses
  • Ensure facility maintenance, through regular inspection of store inside, and outside, including lighting, heating/cooling, plumbing, electrical, floors, walls, restrooms, parking lot and structures
  • In charge Charity functions (Curacao Children’s Foundation), and of store events, such as ice skating rink, hiring of Santa, employee barbeques, frozen ice princess events, food vendors for customers.
  • Developed systems and procedures to improve operational quality and team efficiency.

Admissions Representative

Le Cordon Bleu
08.2011 - 01.2015
  • Highest start rate conversion and appointment setting within the team
  • Received consecutive 93% performance evaluations over the last 2 months
  • Exceeding goals in developing Potential Developing Leads outside of network every month
  • Lead Admissions Representative for High School tours and providing Open House presentations
  • Recognized by the Director of Admissions for having the most effective Stitch-In process and have been chosen to train incoming employees in the Stitch-In process
  • Recognized by upper management for having the top customer service skills in supporting students, staff, and faculty
  • Guided prospective students through the admissions process by creating appointments, interviewing, providing tours, assisting in application, requesting transcripts, providing background checks, and recommending housing for inside, national, and High School sales
  • Organized orientation for new students and connected them to our financial support team
  • Exceed quota by 101% and closed over $2 million in 2013.

Admissions Representative

Lincoln College of New England Online
03.2011 - 07.2011
  • Make and return inquiry calls from all potential students interested in knowing or receiving information about the programs, including entrance requirements, curricula and academic standards
  • Following up on all prospective student inquiries that fail to schedule an interview or fail to show for an interview
  • Achieve a set goal number of starts during each quarter as determined and set by the Vice President of Admissions
  • Comply with governmental regulations and standards of accreditation as they relate to enrolling students
  • Utilize approved telephone presentation and interview procedure during the enrollment process
  • Conduct student interviews, wherein any reference to Financial Aid complies with the stated Company Policy
  • Enroll students who meet eligibility requirements as published in the college's catalogue
  • Complete all required forms for enrollment, schedule the Financial Aid appointment, and follow up to ensure that financial aid packaging is complete
  • Develop and implement plan for generating referrals from current students and every interview
  • Following up with the plan so that the result is an acceptable number of referrals.

Regional Sales Manager

Quote Fishing.com
03.2009 - 03.2011
  • Oversee Managers within their territories, responsible for hiring training coaching, and business to business sales
  • Motivates and drives the regional field sales organization to meet or exceed all performance objectives through effective management of frontline sales managers and resources
  • Teaching managers and employees to be Results-oriented, professional with dynamic personality, Attract, develop, and retain high-performing sales managers, coaching on how to develop qualified leads as well as continue existing client relationships
  • Solve business and customer issues
  • Engage with other roles and segments to ensure the sale of our products
  • Focuses on delivering a positive customer experience
  • Responsible for quota setting at the team/individual level
  • Responsible for regional performance review
  • Utilization of excellent communication and presentation skills, including strong telephone and client communications
  • Cold calling of potential clients, customer service, as well as customer retention
  • Insurance lead generation company offering insurance agents exclusive leads through consumer internet website and Agent Directory Listing Service
  • Selling of intangible products.

Account Manager

Sourcingpoint Solutions
06.2008 - 03.2009
  • Business to Business Sales
  • In charge of Henderson Territories
  • Selling outside litigation services, such as copy work, scanning files to disc, as well as customer retention
  • Cold calling of potential prospects saving firms time and money on their copy work, as well as other products such as background checks, private investigative services to property management companies, as well as to employment agencies, while making a profit for my company.

General Manager

AT&T (A-link Wireless)
07.2005 - 06.2008
  • Set an example of proper business etiquette and sound judgment
  • Maintain objectivity in regards to profitability and growth potential
  • Maintain inside Sales Representatives at 100%+ quota per month
  • Responsible for all aspects of Finance in the store (tracking, stocking inventory, monies coming in, daily balancing of cash and assurance of store making a profit)
  • Responsible for all aspects of service out of the store, including: service revenue, production and service satisfaction
  • Responsible for all levels of customer service within the store
  • Implement and maintain proficient operation procedures for the store
  • Make certain the store is staffed properly at all times
  • Monitor and direct activities with prospecting, developing and existing accounts and daily communications with the Sales Representatives
  • Identify areas of strengths and weaknesses
  • Train existing staff and new hires in all aspects of AT&T
  • Maintain open lines of communication between sales, support staff and upper management
  • Relay information, concerns and directs as required
  • Monitor all revenue and controllable expenses on a monthly basis
  • Understanding of the total Wireless operations
  • Assist upper management by completing special projects delegates as required
  • Computer literate
  • Microsoft Excel, Word and Microsoft E-mail

Store Manager

As Is Departmentstore Outlet
11.2003 - 02.2005
  • Responsible for customer service, receiving of merchandise, training of employees, setting up and maintaining visual representations throughout the store
  • Tracking sales of new product to determine if further procurement is advisable

Store Manager

The Men’s Wearhouse
11.2000 - 04.2003
  • Responsible for maintaining outstanding customer service, providing a high-quality work environment
  • Obtaining the stores, and personal, excellent sales goals
  • Achieve excellent shrink goal for the store
  • Maintaining controllable expenses Management of the tailor shop
  • Responsible for all store operations, and ensuring that my team is prepared to meet its objectives
  • Responsible for transferring, and receiving of all merchandise
  • Pro-act to product needs
  • Setting up and maintaining visual representations throughout the store
  • Training and hiring of employees.

Store Manager

The Store of Knowledge
09.1999 - 11.2000
  • Responsible for all aspects of retail store operations
  • Ensuring the achievement of sales plans, customer service, staffing of 20 plus employees, with 3 assistant managers 2 salaried, and 1 hourly, visual presentations, and controllable expenses, leading coaching, and developing the staff to improve performance, and achieving professional goals
  • Keeping shrink levels below the targeted percentage insisted upon by corporate
  • Delegate merchandising, operational, and staffing directives to subordinates, as well as performing them

Operations Manager

The Gap, Inc
07.1998 - 09.1999
  • Responsible for all aspects of customer service, merchandising, operations, and personnel for three Gap stores, with over $16 million in annual revenue
  • Responsibilities include the recruiting, training, and development of a management team, and a diverse sales staff of over 100 employees
  • Managed operating and staffing schedules for multiple locations, in order to maximize their performance, and efficiencies
  • Developed courses, and implemented training for all levels of personnel
  • Perform quarterly store audits, to identify areas for improvement
  • Create action plans to achieve best results, with complete follow up.

Assistant Store Manager

Cost Plus World Market
10.1997 - 07.1998
  • Overall responsibility for all administrative operations
  • Leadership of 2 managers, 4 department heads, 22 sales associates, in charge of recruiting for personnel positions within the store, and all other in house human resources
  • In charge of training and development of employees
  • Dealing with cooperate buyers, and distribution centers to ensure that merchandise is available for customers
  • Dealing with vendors, on a weekly basis, to keep new and exciting beverages in the store
  • Maximizing sales by having the right merchandise in high profile areas
  • Tracking of sku’s, to see how the sales of our merchandise fare against other Cost Plus stores
  • Making sure that all sales figures are sent to corporate every week
  • Once a month send corporate, and District manager a projected sales schedule
  • Making sure that store meets company standards
  • Making sure that customer service meets, and goes beyond company standards
  • Prepare weekly schedule for employees
  • In charge of merchandise reset team
  • Managing product flows, expense controls, shrink, and profit goals.

Merchandise, Receiving, and Front End Manager

Costco
08.1990 - 10.1997
  • Overall responsibility for total merchandising operations
  • Leadership of 5 managers, 6 supervisors, and 40-50 employees
  • Coordination and execution of physical product merchandising with marketing strategies, development of merchandise reports, communicating with buyers in order to keep a consistent level of merchandise in the warehouse, responsible for people development, management training, and schedule writing
  • Receiving Manager Overall responsibility for all receiving operations
  • Leadership of 3 supervisors, and 25 employees
  • Handling of problems with merchandise, visual and physical verification of merchandise, enforcement of all safety practices, dealing with vendors to sometimes ensure better deals with merchandise
  • Making sure that merchandise is linked properly to the p.o.s
  • System
  • Checking of purchase orders to ensure proper quantities of merchandise is being brought into the warehouse
  • Front End Manager Overall responsibility for the P.O.S area
  • Leadership of 2 assistant managers, 9 supervisors, 65-75 employees
  • Provision of great customer service, enforcement of all policies, and procedures, providing proper coverage through scheduling, of 1.5 million in volume a week
  • Handling of large cash drops, auditing, employee reviews, and consultations
  • Monitoring of all employees to make sure they are performing the required tasks, and assisting customers who have questions , or problems
  • Training of managers, and supervisors.

Education

High School Diploma -

George Washington High School
San Francisco, CA

Skills

  • Policy Investigations
  • Insurance Policy Coverage Knowledge
  • Customer Relationship Management
  • Customer Retention
  • Schedule Management
  • Expense Control
  • Workflow Planning
  • Project Management
  • Loss Prevention
  • P&L Management
  • Operations Oversight
  • Staff Supervision
  • Employee Scheduling
  • Networking Abilities
  • Process Improvements
  • Staff Training/Development
  • Recruitment
  • Facility Management
  • Inventory Control
  • Training and Coaching
  • Deadline-Oriented
  • Sales Expertise

Timeline

Admissions Representative

Jersey College School Of Nursing
01.2024 - Current

Insurance Claims Adjuster

Geico Insurance
12.2022 - 01.2024

Inside Sales/Customer Service Rep

Progrexion
01.2022 - 08.2022

Inside Sales/Customer Service Rep

Prototron Circuits
05.2018 - 09.2021

Sr. Operations Manager

Curacao
02.2015 - 05.2018

Admissions Representative

Le Cordon Bleu
08.2011 - 01.2015

Admissions Representative

Lincoln College of New England Online
03.2011 - 07.2011

Regional Sales Manager

Quote Fishing.com
03.2009 - 03.2011

Account Manager

Sourcingpoint Solutions
06.2008 - 03.2009

General Manager

AT&T (A-link Wireless)
07.2005 - 06.2008

Store Manager

As Is Departmentstore Outlet
11.2003 - 02.2005

Store Manager

The Men’s Wearhouse
11.2000 - 04.2003

Store Manager

The Store of Knowledge
09.1999 - 11.2000

Operations Manager

The Gap, Inc
07.1998 - 09.1999

Assistant Store Manager

Cost Plus World Market
10.1997 - 07.1998

Merchandise, Receiving, and Front End Manager

Costco
08.1990 - 10.1997

High School Diploma -

George Washington High School

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Walter Ross