John Gardner Email & Phone Number

United States

Lenexa, Kansas

Lenexa, Kansas

Kansas City, Missouri Area

Adobe LiveCycle Designer/Developer

Lenexa, Kansas

Coach 2009-2012 • Lead a team of 15 frontline CSR’s and a senior representative• Monitor recorded calls and real time calls for quality assurance• Analyze key performance metrics for team trending and action planning• Coach CSR’s on a weekly basis for sales and efficiency behaviors to improve performance as well as customer satisfaction• Conduct annual performance review and performance improvement conversations • Help CSR’s in career development process through leadership training• Diffuse escalated customer situations with effective problem solving and empathy • Payroll time keeping and approval to ensure payroll accuracy • Transitioned frontline employees through Sales Certification Training Senior Representative 2007-2009• Team lead and frontline supervisor for CSR questions and customer escalations• Answered CSR’s questions about customer inquiries while empowering employees to make decisions that benefits the customer, the employee and the business• Performed at the top regionally in sales through effective sales coaching• Developed top performing CSR’s through feedback and action plan implementation• Recognized as Central Region Top Senior Representative 5 times.• Recognized as "Values" Leader• Awarded "PEAK" Achievment in 2009CSR I & II 2005-2007• Handled customer inquiries with world class customer service• Diffused escalated situations through courtesy and empathy• Was a leader for teams by mentoring and supporting • Met and exceeded all metrics to become top performer as General Care Rep and Customer Retention Rep• Training intern- provided support and coaching for newly hired employees• Helped develop and coach new as well as tenured representatives

Managed a retail store staff of approximately 10 in the day to day operations of a successful movie rental and retail sales store. Proper staffing, inventory management and employee development within company metrics and guidelines. • Built a successful team that was loyal based on relationships leading to high performance in company sales incentives. While smaller than many other stores, led the nation in 2 different sales incentives in 2004.• Focused on relationships and right fitting customer needs and building a customer-centric environment resulting in 12 consecutive monthly mystery shopper customer satisfaction surveys in 2004.

Worked on a team of approximately 20 conducting online sales transactions and online auctions of large agricultural equipment. Billing, facilitating and post sale transactional duties to ensure the flow of equipment from dealers to customers. • Handled administrative duties for dealer facing website (UsedXpress.com) and customer facing website (MachineFinder.com) resulting in the movement of millions of dollars of agricultural equipment throughout the United States, Canada and Mexico. • Travelled to John Deere Equipment dealers locations to facilitate training of dealership staff to better photograph and list equipment on the sites ensuring the best possible pricing of equipment to improve dealer bottom lines on deals for used equipment.

Bachelor Of Science (B.S.), Criminal Justice

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