Anda di halaman 1dari 3

Ronald Knox

521 Oakwood Drive Hartford, Wisconsin 53222 262-555-7030 ronaldknox@hotmail.com



CAREER PROFILE
High-energy, results-oriented professional with over ten years of supervisory, sales, and customer
service experience. Proven ability to motivate employees to achieve optimum performance levels. Fast-
track promoted at Kohl's Corporate Headquarters based on leadership qualities, strategic thinking, and
astute relationship management skills. Designed and implemented employee development program that
reduced customer complaints on call center staff by over 90% within a year. Skilled in MS Word, Excel,
PowerPoint, Access, CRM, and CICSP1 retail tracking software.

PROFESSIONAL EXPERIENCE
KOHL'S Menomonee Falls, Wisconsin 2005 - 2008
Corporate headquarters of one of the nation's largest retailers; 2007 net annual income in excess of $1
billion.
Customer Service Coordinator (Manager) (2007 2008)
Managed operations of three national credit department call centers, supporting 40% of Kohl's total
sales through store, on-line, and catalog purchases. Directly supervised 30 team leaders and 28
supervisors. Monitored service levels, call volumes and schedules; took action needed to ensure
customer satisfaction, cost control, and efficiency. Developed daily call center team plans with strategic
personnel. Handled outsourced call center interactions.

Key Accomplishments
Enhanced Customer Satisfaction:
Established higher call center standards by redesigning employee performance score cards to
capture essential qualities of high-level customer service.
Implemented automated call center customer survey and tracking system, resulting in valuable
feedback for continuous improvement efforts.
Strengthened service development program by integrating strong mentoring / coaching elements
into new employee trainings.
Increased efficiency by playing a key role in the implementation and training of new CRM
software system.

Significantly Improved Employee Retention / Development:
Designed (and trained supervisory staff to use) new employee motivational program which
decreased employee turnover.
Developed "Nesting Area" training resource for new employees to quickly and adeptly develop
their knowledge base and customer service skills.

Supported Business Development / Growth:
Played a key role in the creation and implementation of the "Personal Shopper", an innovative,
personalized on-line service that contributed to increasing sales in its first year and was
forecasted to have a significant positive impact on business.
Facilitated training of supervisory and line staff at new Neenah location.
Grew order fulfillment portion of department by 5% within a year.

Strengthened Team Building
Established strong leadership team who acquired a stellar service reputation.

Customer Service Team Lead (2005 2007)
Oversaw 20+ customer service representatives, directly monitoring and coaching their call center
performance. Resolved escalated customer complaints and issues, ensuring one call resolution.
Facilitated team meetings; created agendas. Filled in for supervisor when needed.
Key Accomplishments
Promoted directly to Customer Service Coordinator position (skipping over Customer Service
Supervisor position) based on:
o Proven ability to successfully manage three teams (60+ employees) for a five- month
period during supervisory staff transitions.
o High level performance of my original customer service team.
Developed internal reputation for excellent customer service leadership.

Customer Service Representative (2005)
Investigated and resolved customer inquiries concerning credit card accounts and gift card transactions.
Processed returned mail inquiries, including insurance adjustments, name / address changes,
statements, and letter requests. Assisted stores in verifying prices on merchandise returned without
receipts, as well as with other issues that were escalated at the store level.
Key Accomplishments
Promoted to Team Lead within five months of hire due to:
Management's stated recognition of leadership potential.
Consistently earning 95+ points out of 100 in performance score card system.
Assimilating training quickly and then helping to train and coach other employees.

WE ENERGIES Waukesha, Wisconsin 2004 - 2005
Pro Call Representative
Provided assistance to customers as needed in call center environment.

ARTHUR FOOD DISTRIBUTORS Rochester, Illinois 2001 - 2004
Sales Representative
Managed B2B (business-to-business) grocery store account sales, serving a four-county region in
southern Wisconsin.
Consistently met or exceeded sales quotas.
Lauded by customers for helping them to establish and maintain optimum inventory levels.

HARN BROTHERS PIGGLY WIGGLY Hartford, Wisconsin 1998 - 2001
Grocery Store Manager Assistant
Assisted with operations oversight of store. Scheduled and supervised staff of 80.

EDUCATION
UPPER IOWA UNIVERSITY Fayette, Iowa
Bachelor of Business Administration, May 1997
GPA 3.6 / 4.0
Honors: Listed in Who's Who Among American College Students; Scholastic Honor Society;
Recipient of Vincent Luce Memorial Scholarship; Dean's List


PROFESSIONAL DEVELOPMENT
KOHL'S UNIVERSITY Menomonee Falls, Wisconsin
Trainings, 2005 - 2008
Preventing Harassment; Instructional Leadership; Ethics; FMLA / Medical Leave; MS CRM; MS
PowerPoint; MS Excel; MS Access; Time Management; TANDEM; CICSP1; Scheduling