Lee P.

Experience

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  The Exchange

  Jun 2000 - Jul 2003

  Customer Service Representative

  Responsible in part for day to day operations of a video rental entity within a convenience store. Supervised 5 Associates. Maintained a computerized database of customer information, including thousands of customer records, adding critical missing information as it became available. Cleaned database of outdated and duplicate entries. Assisted management in training and supervising staff in all operations.

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  Outback Steakhouse

  Sept 2004 - Jun 2014

  General Manager

  Responsible for day to day operation of a casual dining establishment averaging $2.3 Million in yearly sales employing 60-80 associates. Conduct hiring and orientation of new employees; monitor training. Regularly evaluate, coach, and supervise up to 30 team members daily. Calculate budget, assess weekly, utilize declining budget principles to achieve financial goals. Collaborate with other local business to develop marketing programs to drive sales. Maintain guest satisfaction by monitoring, evaluating, and auditing food, beverage, and service offerings; initiating improvements; building relationships with preferred guests. Maintain safe, secure, and healthy facility environment by establishing, following, and enforcing sanitation standards and procedures; complying with health and legal regulations; maintaining security systems.Create weekly staff schedules. Show less

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  Ashley Furniture Home Store

  Jun 2014 - Mar 2015

  Sales Associate

  Greet guests upon arriving in a retail showroom and learning the motivation for their visit; develop long-term client relationships. Presenting and discussing various home furnishings product options based the clients’ lifestyle, needs and goals. Utilize prospecting system, organize and manage client database, identify and qualify leads generated from prior customer visits. Market new sales and special events. Assist customers in financing, purchasing, delivery and ultimate satisfaction. Increased personal knowledge of products, sales techniques, and promotions through continuous professional training and development. Show less

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  Bass Pro Shops

  Mar 2015 - Sept 2019

  Responsible for a team of up to 50 Customer Care Representatives. Strive to meet monthly key contact center performance goals for customer satisfaction, quality, productivity and other key performance metrics. Monitor and evaluate agent monthly performance, review productivity and attendance reports, and coach staff members to improve performance. Conduct formal agent reviews, including annual goal- setting. Ensure that customers’ questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department. Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience. Show less

  • Operations and Systems Administrator

    Apr 2016 - Sept 2019

  • Contact Center Supervisor

    Mar 2015 - Apr 2016
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  Sun Solar

  Sept 2019 - now

  • IT Manager

    Jul 2021 - now

  • Information Technology Business Analyst

    Sept 2019 - Jul 2021