Jillian Owens Email and Phone Number

• Built and established strong relationships with pro customers, enabling long-term partnerships, increasing sales opportunities, and driving repeat business.• Maintained knowledge of various product lines, sources, pricing, and availability.• Responded promptly to customer requests, inquiries, and concerns to increase overall satisfaction, and to close deals quickly and efficiently.• Utilized CRM software to track customer interactions, update accounts information, generate leads.• Served as a point of contact for customers and vendors within my departments, providing project estimates, coordinating deliveries, processing and tracking customer orders/installations, and following up to ensure project completion.• Cross-trained in all areas of the store to help deliver the best customer service to all of our DIY and Pro customers.

• Assisted in training new sales representatives on proper sales techniques and methods.• Provided proactive leadership and mentorship to store associates, leading to improved job performance and morale.• Monitored inventory levels to support sales; worked with store merchants and vendors to fulfill replacement stock and customer order needs.• Analyzed sales data to identify trends, opportunities for growth, and areas for improvement.• Supported all checkout functions, call buttons, departmental pages, or requests for assistance.• Responded quickly to meet customer needs and resolve problems while delivering excellent customer service in a fast-paced retail environment.• Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.• Trained and certified associates on necessary power equipment.

• Led the Pro Sales team to increase sales by 24.5% through responsive account management and the development of customer loyalty.• Assisted in training new sales representatives on proper sales techniques and methods.• Provided proactive leadership and mentorship to store associates, leading to improved job performance and morale.• Monitored inventory levels to support sales; worked with store merchants and vendors to fulfill replacement stock and customer order needs.• Analyzed sales data to identify trends, opportunities for growth, and areas for improvement.• Supported all checkout functions, call buttons, departmental pages, or requests for assistance.• Responded quickly to meet customer needs and resolve problems while delivering excellent customer service in a fast-paced retail environment.• Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.• Trained and certified associates on necessary power equipment.

• Built and established strong relationships with pro customers, enabling long-term partnerships, increasing sales opportunities, and driving repeat business.• Maintained knowledge of various product lines, sources, pricing, and availability.• Responded promptly to customer requests, inquiries, and concerns to increase overall satisfaction, and to close deals quickly and efficiently.• Utilized CRM software to track customer interactions, update accounts information, generate leads.• Served as a point of contact for customers and vendors within my departments, providing project estimates, coordinating deliveries, processing and tracking customer orders/installations, and following up to ensure project completion.• Cross-trained in all areas of the store to help deliver the best customer service to all of our DIY and Pro customers.

Provided excellent customer service in a busy, high-energy retail environment. Using industry knowledge, recommended and helped customers select merchandise based on their needs. Efficiently received deliveries and stocked product to maintain the visual impact of fully stocked and healthy inventory.

• Generated 1.8 million in sales in 2019 (43 percent of facility sales) by successfully managing and building a customer account portfolio. • Increased Techo-Bloc sales in 2019 by 58 percent. • Increased inventory visibility and customer access by creating new stone yard layout and backstock storage. • Increased delivery revenue by streamlining load procedures and schedules. • Continuously evaluate and improve business processes and procedures related to sales, inventory, logistics, and site operations to enhance the customer experience. • Strengthen capabilities of KAT Wholesale team by offering expertise and assistance regarding materials and processes. Communicate hardgoods price sheets, new products, sales strategies, and educational material to fellow account managers. • Support Procurement Team by maintaining inventory standards, assisting with pricing strategy, and catalogs. • Communicate with Accounting regarding End of Day reports, cash deposits, accounting discrepancies, past due and collection accounts, tax exemption projects, credit applications, receivables, etc. • Collaborate with Marketing Team on social media ideas, email content, and educational events. Examples include KAT Chiefs shirts for Red Friday, branded carpenter pencils, targeted Instagram posts, hardgoods photo catalog, and Lunch and Learn speakers and topics. • Maintain a high level of customer service through entire sales cycle from bidding to final delivery with excellent communication, listening, problem resolution, and politeness. Anticipate customer needs, identifying potential upsell opportunities and providing credible leads to accounts. • Educate client base on new products, education opportunities, upcoming promotions and events. • Oversee logistics procedures to efficiently dispatch, limiting unnecessary transportation costs and empty loads by coordinating inbound receiving with outbound sales and material transfers.

Managed and maintained websites and social media pages. Performed tasks related to database management and data research. Created newsletters, brochures and event collateral, including design and page layout. Consulted with clients to create logos, monograms and other identity-related pieces as well as stationary, greeting cards and event invitations.

AREAS OF RESPONSIBILITY: Member Relations, Awards Programs, Graphic Design and Website, Social Media ACCOMPLISHMENTS: • Facilitated the launch of our new database/event management software. • Administered member database and assisted in general computer support. • Improved and upgraded the image of the organization through collateral materials; Created packages of collateral materials for nine State Meetings and the Annual Regional Conference and Trade Show based on individual themes; Designed and edited digital newsletter, publishing six issues per year. • Designed and launched a new organization website using Squarespace content management system. • Conducted the SAHMA Excellence in Management, Excellence in Maintenance and Ed Sisson Leadership Awards programs; Administered and promoted the National Drug Free Kid Poster Contest in our eight Southeastern states and Puerto Rico. • Streamlined job processes to enhance efficiency. • Expanded organization’s visibility and reliability as an industry news source by launching a social media campaign across three major platforms. • Redesigned the organization newsletter, converting it from a print publication to a digital, quarterly newsletter.

Designed new office processes to ensure accuracy in eTapestry donor database and corresponding entries in QuickBooks. Supported fundraising events: handled reservations, solicitation of sponsors and merchandise, acknowledgments, tax letters, record keeping, data recording. Executed accurate and efficient donation and grant recording, tracking and acknowledgement. Administered donor database and created reports for Development Director and Board. Designed print newsletters, direct mail fundraising pieces and eNews; organized production and mailing. Managed website, blogs, Facebook page and Twitter feed. Assisted with implementing the organization’s Marketing Plan. Created position “desk book” to facilitate transition of future employees into this position.

Processed exam applications and score transfers, maintained excel and sql databases, answered phone and email inquiries, received and recorded final transcripts and eligibility documents, mailed admission and score letters, tracked required paperwork and communicated needs to candidates, designed company logo and identity package, maintained credential database and prepared paper files for offsite digital storage.