Dylan Jones

> Improved agent productivity by 15% within my first 6 months by streamlining workflows. > Brought BBB Rating up from a “D” to “B” within 2 months. > Increased average CSAT rating by 7%. > Lead the implementation of department processes. Ex: AI support agent. > Managed a team of 5-15 support agents in effectively resolving customer inquiries. > Provided detailed reporting of CSR metrics and sales impact.

> Gained the top grossing client in the highest margin market segment in company history within my first 3 months. > Created and executed creative sales plans to increase revenue with current clients and reach new customers. > Cultivated and managed a portfolio of 25+ key accounts, resulting in a 12% increase in client retention. > Fostered client relationships and ensured their needs were exceeded. > Assist in maintaining inventory levels and coordinating production workflow.

> Scheduling of subcontractors according to project timeframes. > Conducting weekly safety meetings with subcontractors to conform with OSHA standards. > Supervise progress on projects starting with prints/specs all the way to closeout packages and tenant occupancy. > Documentation of daily work progress including detailed written reports and progress photos. > Attending job walks for projects to be bid; gathering of information and building relationships with potential future clients. > Effectively executed schedules on multiple projects to ensure timelines were met and completed according to the budget. > Successfully brought five tenant improvement projects, in both the private and public sectors, to completion within 3 months. > Managed constructions projects with budgets ranging from $100k-$800k.

> Employee acquisition, training and management > Maintaining fleet vehicles and coordinating moving crews > Assisting branch owner in finances and marketing > Working with crews on-the-job

> Lead Generation – building relationships with current/potential customers > Staff Management – delegation of tasks, organizing schedules, regulating safety rules > Formulating creative plans for store sales to increase customer traffic > Inventory Control – weekly cycle counts, product level maintenance/ordering

> Maintain company branding of 2 high traffic sections of the store > Assisting other team leads in their respective sections > Collaborating with management team to maintain store sales

> Oversight of merchant accounts and keeping regular customers in good standing - Helped store have most successful year in its history > Head of Customer Service management > Social Media Coordinator – Grew company Facebook traffic by 50% in 6 months

Providing knowledgeable and in-depth education on lululemon apparel and goods while creating an organized, inviting, and energetic environment for customers to purchase products suited to the guests needs.

Creating an energetic and comfortable environment for customers, students and faculty while preparing quality coffee and tea based drinks and food.