James K.

Huff
195 Maple Drive, Christiansburg, Va. 24073
(540) 382-8518 email jhc41ff0@westpost.net
Experienced Customer Service, Quality and Retail & Sales Manager with Master's D
egree in Business Administration.
Career Goals and Objective
To obtain a position in customer service, sales or employee development that off
ers both a challenge and the opportunity for growth. This position will allow m
e to build on my experience and education and will allow me to be a valuable ass
et to my employer.
Qualifications, Skills and Abilities
* Over 20 years of supervisory, managerial experience with Fortune 500 and Fortu
ne 200 companies.
* Created successful teams in retail, customer service and quality experience ar
eas that met and exceeded company goals and expectations in sales, call metrics
and production.
* Supervised multiple levels of operations in both retail and customer service o
perations with up to ten direct reports and 200 people in chain of command. Pre
pared master schedule.
* 4 years Operations Manager Experience in an Inbound Customer Service Call cent
er with 800-1200 employees. Supervision of high volume customer contact in both
call center and retail environment. 15,000-20,000 calls $500,000+ weekly sales
volume.
* Managed vendor relations both in retail and with out sourced customer service.
Conducted weekly conference calls with 4 out sourced customer service centers
in India and the Philippines to assure they were delivering contracted level of
customer service. Worked with Directors who were responsible for these contract
s.
* Achieved sales & expense goals for positive P & L results in retail over a per
iod of 15 years. Minimize shrink. Improve Gross profits and inventory turns th
rough effective controls. Managed receipt of merchandise and accounts payable.
* Experienced in employee selection, development, discipline and evaluation. Co
mpleted Virginia Employment Commission Workshop on Employee Selection. Had lowe
st turnover rate among my hires of all interviewers while working with Human Res
ources Department. Supervised Human Resources Department for grocery store to a
ssure legal compliance and to achieve corporate hiring goals.
* Achieved employee turnover rate of less than 20% on my team when company avera
ge exceeded 100%. As a result worked with corporate vice president to implement
plan and strategies to reduce company turnover.
* Responsible for compliance with Federal and state laws such as OSHA, FMLA, EEO
C and Sarbanes Oxley.
* Develop, train, evaluate, coach and discipline front line supervisors and thro
ugh them a staff of 200 direct reports and between 800-1200 employees on site.
* Superior Customer Service Skills. Resolved escalated customer service issues
in a fashion that is positive both for customer and corporation.
* Three years experience supervising National Customer experience team, during w
hich corporate ratings in customer service surveys improved in all independent s
urveys.
* Implement corporate strategic goals & objectives and drive change throughout t
he organization. Meet business goals and objective through planning, communicat
ion and execution.
* Cash handling and control, electronic bookkeeping, cash deposit, credit proces
sing.
* Sales of Life, Health and investment contracts, retirement and estate planning
. Published articles on estate planning for farmers.
* PC proficient in Windows, Excel, Power Point and various company computer appl
ications.
* Excellent presentation skills to large or small groups, phone conference calls
and in one on one setting.
Work Experience
2000-2009 Coach, Operations Manager, Customer Experience Supervisor, Dish Netw
ork, Christiansburg, Virginia.
1997-1999: Store Manager, Rite Aid, Salem, Virginia.
1996-1997: Co-Manager, Rack & Sack, Division of Farm Fresh, Roanoke, Virginia.
1995-1996: General Manager, The Village Stores, Inc., Roanoke, Virginia.
1992-2001: Agent, The Principal Financial Group.
1987-1992: Store Manager, Super X Drug Stores, Blacksburg, Virginia
1980-1987: Store Manager, Eckerd Drugs, Winston-Salem, N. C. and Blacksburg, Va
.
Education
Masters of Business Administration, Liberty University, Lynchburg, Virginia.
B. S. Business Administration/Management with Minor in Ethics, Old Dominion Uni
versity, Norfolk, Va.