Tim J. Email & Phone Number

Chicago, Illinois

-On-going maintenance and optimization of Customer Support software systems, including Zendesk suite, Google suite and Slack-Planning of team roadmap and department workflow and processes, including training materials, reference tools, SOPs, and training manuals -Planning and managing departmental and cross-team projects with emphasis on communication-Managing a team of 14 front line Customer Support Representatives, including hiring, initial training and on-going performance monitoring, feedback and professional development-Building and maintaining weekly department schedule, including support queue management, team meetings and other scheduling needs-Processing escalated email and phone tickets

Chicago, Illinois

-Trained, managed, motivated and mentored a team of an assistant manager, two supervisors and 15+ general employees-Established, taught and maintained store operation and organization systems and guidelines-Set training and development paths for new and existing employees-Developed SOPs, training manuals, ordering guides and weekly labor-efficient schedules-Conducted weekly management meetings and monthly staff meetings as well as individual staff development meetings-Cultivated friendly and professional working relationships with all third party vendors to ensure best pricing and gather industry news-Coordinated and managed operations of all on-site and off-site catering orders, festivals and events-Ensured all negative feedback received in-store and online was reviewed, responded to and relayed to staff to improve operations-Responsible for monitoring and analyzing sales trends and information to motivate staff to meet weekly sales projections

Exclusively maintained fourteen import and export clients as well as one domestic ground clientProvided rate quotes and coordinated shipments with overseas offices in both English and JapaneseActed as Deputy Management Representative for ISO 9001:2000 and 14001:2004 complianceCoordinated and prepared documentation for International Air and Ocean Export as well as domestic ground transportation

Ensured compliance with International Standardization Organization service quality and environmental management standards.

Prepared food for storage and cooking and delivered food in a safe and expedient mannerOperated and maintained cash register, NPC delivery systems and store equipmentDirect interaction with guests and customers to ensure a pleasant dining

Interacted with guests and provided a satisfying shopping experienceInformed and conversed with guests about the latest trends in music and fashion