Dylan Jones

Client Services Director · Ethika, Inc.

Tustin, CA

In My Own Words

I am a results-oriented professional with a track record of exceeding sales targets and fostering long-term client relationships. I possess excellent communication skills and a keen ability to understand customer needs and provide tailored solutions.

Work Experience

Client Services Director

Ethika, Inc.

2021 – 2023

> 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.

Client Relations

HQA Wire Products

2019 – 2021

> 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.

Project Foreman

Kazoni Construction

2018 – 2019

> 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.

Branch Manager

Skinny Wimp Moving Co.

2018 – 2018

> 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

Assistant Store Manager

Sherwin-Williams

2016 – 2018

> 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

Team Leader

Target Coorporation

2016 – 2016

> 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

Assistant Manager

Kernel's Gourmet Popcorn & More

2014 – 2016

> 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

Seasonal Educator

lululemon athletica

2014 – 2015

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.