Tammy Robinson Email and Phone Number

Managed HR and office operations for a team of technicians and coordinated remodeling and handyman projects.- Project Scheduling: Created and maintained project schedules, ensuring that all tasks are completed on time and within budget. Scheduling team members as needed for the project. - Client Communication: Act as the primary point of contact for clients, addressing their inquiries, providing project updates, and ensuring a high level of client satisfaction throughout the project. Additionally, confirmed that non-remodeling projects were done to customer satisfaction. - Team Support: Collaborate with project managers and subcontractors to ensure seamless project coordination and execution. Managed many HR functions for the company. - Documentation: Maintain accurate project documentation, including contracts, change orders, and project files. Created online calendars for Project Managers to update nightly for the customers. - Budget Tracking: Assist in monitoring project budgets and expenses, identifying potential cost overruns, and proposing solutions to keep projects on track.- Conflict Management: Negotiate concerns between customers and technicians and/or in between technicians.- Marketing Initiatives: Presented the company at Home & Garden Shows.

Managed remodeling projects from estimation to completion, ensuring customer satisfaction and timely delivery.- Collected material deposits and final payments.- Coordinated project schedules with contractors and customers.- Conducted cold call sales to promote the company and develop contracts.- Assisted customers in selecting granite or quartz for countertops

- Managed remodeling projects from estimation to completion, ensuring customer satisfaction and timely delivery.- Collected material deposits and final payments.- Coordinated project schedules with contractors and customers.- Conducted cold call sales to promote the company and develop contracts.- Assisted customers in selecting granite or quartz for countertops-

Directed office administration and managed remodeling projects from estimation to completion and guided the sales process for customers in the store. Promoted from Sales Associate - Assistant Manager - Senior Assistant Manager - Store Manager- Sales: Increased store growth by 5% over the previous year.- Development: Trained and developed a team of 6 sales associates and 1 warehouse manager on policies, procedures, and job duties.- Customer Satisfaction: Built and maintained relationships with contractors and customers.- Sales: Exceeded sales goals by over $18k, including a record-breaking month in January. - Marketing Initiatives: Represented the company at Home & Garden Shows, Builder Shows, and Networking Events.

A delicate balance between sales and customer services (my passion) with learning retail and warehouse operations (quickly becoming a passion). My current role combines prior skill sets and introduces new ones.• Build and develop a well-rounded team of Sales Associates.• Train and coach employees on policies, procedures and job duties.• Proactively greet customers and develop lasting relationships.

Managed construction operations and project calendars, oversaw remodeling project operations, from client consultations to vendor coordination, and billing. - Project Scheduling: Created and maintained project schedules, ensuring that all tasks are completed on time and within budget. Scheduling team members as needed for the project. - Client Communication: Act as the primary point of contact for clients, addressing their inquiries, providing project updates, and ensuring a high level of client satisfaction throughout the project. Additionally, confirmed that non-remodeling projects were done to customer satisfaction. - Team Support: Collaborate with project managers and subcontractors to ensure seamless project coordination and execution. Managed many HR functions for the company. - Documentation: Maintain accurate project documentation, including contracts, change orders, and project files. Created online calendars for Project Managers to update nightly for the customers. - Budget Tracking: Assist in monitoring project budgets and expenses, identifying potential cost overruns, and proposing solutions to keep projects on track.- Conflict Management: Negotiate concerns between customers and subcontractors .- Marketing Initiatives: including representing the company at convention, creating engaging website content, and social media posts/campaigns.

Delivery Recovery Team Representative• Assisting escalated customers with resolving concerns that they have on their purchases• Researching issues that help the customers overcome any issues that they with the companyCustomer Solutions Representative, Tier 2 Escalations• Answer incoming calls from escalated customers regarding complaints they have• Ensure that customer needs are met through probing questions, empathy, and customer service• Assisted in a special projects for Layaway Cancellations for 1 week• Assigned to Delivery and Installation Department for Cross-Training and meeting company metric

• Interview candidates for job placement• Source candidates through websites for technical positions• Obtain job orders from assigned clients

• Interview candidates for job placement• Market candidates through cold calling• Obtain new job orders through cold calling• Scheduling phone and on-site interviews between applicant and company• Negotiating compensation packages

• Manage a team of 8-10 new hire and established Customer Service Representatives (CSR)• Manage daily and weekly payroll hours for team. Review report for short hours, late log-ins, and paid time off• Manage CSR performance via KPI reporting, daily and weekly one on one status meetings, ongoing training and development to help them achieve peak productivity and performance• Managed escalated customer calls to set the standard for company policies and best practices• Continuous Improvement Philosophy focus in all CS goals and metrics, including constant performance increases in call handling, customer interaction and survey results• Custom quotes – developed a 2-man team to respond to all custom quote request. In 8 weeks, the team closed over $41k in addition to their CLR daily requirements.• Efficiency – developed a spreadsheet comparing number of hours logged into phone vs. logged into other reasons. Set departmental goals, including stretch goals, to increase phone efficiency.• Staffing – reviewed call volume for a 3 month period to determine if appropriate staffing for calls/hour received. Made schedule changes (including lunch and breaks) to ensure staffing was meeting needs• New hires – recommended that after the initial 4 week training period, that all new hires be placed on the late shift to ensure that (a) they are able to ramp up without constant pressure of day shift( b) that day shift has the stronger call takers available to answer customer calls• Interviewing - developed behavioral interview questions based on the company’s Vision and Values mission statement

Senior Retention Manager (2011-2012)• Resolve escalated calls from clients that were dissatisfied with current service performance or pricing• Mentor new retention managers and account managers in how to achieve daily goals• Developed Retention Best Practices / Policies manual that was utilized for consistent business practices• Provide supervisory assistance for account managers• Recommend best practices for communication with clients, whether via verbal or written, to account managers• Provide training/assistance for website designs, Sugar assistance, and Glocal/Yahoo assistance• Proactively develop relationships with key clients and provide Marketing team with feedback on product improvementsClient Services Account Manager (2010-2011)• Assist clients with website and account concerns to achieve marketing goals• Served as escalation manager for dissatisfied customers; negotiated suitable account terms per company policy and customer satisfaction• Tested a retention program confirming account saves vs. cancels and reasons for each. This lead to the development of the Retention Team• Tested a specialization queue group where account managers were responsible for specific sections of customer service functions instead of entire account management. This lead to the development of multiple team queues.

Full service recruiting firm specializing in the food and beverage manufacturng industry