OSAMUEDE BERNARD OKUNGBOWA
Calgary,AB
Summary
With 10 years' experience as customer focused professional who possesses a strong sense
of urgency regarding client satisfaction. High-energy Store Manager bringing extensive
experience in retail settings. Set and enforced consistent standards to maintain staff
satisfaction and meet performance targets. Dynamic relationship-builder with organized
nature and sound judgment focused on maximizing team efficiency.
Overview
17
17
years of professional experience
Work History
Store Manager
Mr. Lube
CALAGRY, Alberta
02.2024 - Current
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Mitigated business risks by working closely with staff members and assessing performance.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Interacted well with customers to build connections and nurture relationships.
Service Manager
Trail Tire Center
Calgary, Alberta
05.2023 - 02.2024
- Self-motivated, with a strong sense of personal responsibility.
- Organized and detail-oriented with a strong work ethic.
- Passionate about learning and committed to continual improvement.
Service Manager
Bridgestone/Firestone Complete Autocare
Silver Spring, MD
09.2019 - 01.2023
- Develop problem management and service improvement plans to handle store traffic and increase customer base from 30 to 75 customers daily.
- Manage technicians' daily activities, prepare weekly schedules for front and back shop and increased daily services sales by 80%
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills
- Handle parts from outside vendors
- Ensure team follows best practices and maintain service level agreements
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
Manager of Tire Sales
Bridgestone Firestone Retail Services
Silver Spring, MD
06.2017 - 08.2019
- Manage and Increase tire sales quota by 99%
- Identified and properly disposed of tires worn or damaged beyond restoration, informing clients of need for replacement and guiding through new tire and warranty selection process.
- Supervised tire bay team members, enforcing safe environment standards and observance of tire bay policies and procedures.
- Delegated tasks and managed workload for employees based on daily and weekly schedules.
- Monitored stock levels and equipment condition, ordering new stock and equipment.
- Assessed team member performance, providing actionable feedback and administering coaching for behavior and performance concerns to facilitate improvement.
- Developed and maintained positive relationships with product and equipment vendors.
Sales Associate
Bridgestone Firestone Retail Services
Silver Spring, MD
06.2015 - 06.2017
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Diagnose problems and give recommendations
- Write up Service Estimate for customers thereby increasing service sales at location by 70%
- Helped customers locate products and checked store system for merchandise at other sites.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Contributed to event marketing, sales and brand promotion.
- Engaged with customers to effectively build rapport and lasting relationships.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
Sales Representative/Relationship Manager
Koons Tyson's Toyota
Tyson, VA
04.2015 - 06.2015
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Generated new leads through networking and attending industry events.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Sales Associate/Customer Service
Sears Holding Ltd
Silver Spring, MD
01.2015 - 03.2015
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Contributed to team objectives in fast-paced environment.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Attended monthly sales meetings and quarterly sales trainings.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Sales Rep/Customer Service Manager
Jovani and Associates Ltd
Baltimore, MD
02.2014 - 08.2014
- Relationship management, also in charge of investigating and evaluating complaints and claims and responding to customer requests on time.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes
Retail Branch Manager/Customer Service Manager
Keystone Bank Limited
Opbi, Ikeja, Lagos
02.2011 - 12.2013
- Responsible for marketing branch retail products and responding quickly to customer requests and ensuring that all staff members attend to customer request timely and make sound decisions based on customer satisfaction
- Met deadlines by proactively managing individual and team tasks and streamlining processes
- Resolved various issues impacting sales management and business operations.
- Building customer relationships and loyalty and increasing customer based by 50%
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies
- Conducting visual observations of how staffs speak to customers
- Preparing daily, weekly, and monthly reports for senior managers.
- Generated financial and operational reports to assist management with business strategy.
- Assessing customer service department's operational performance against set targets
Reconciliation Officer/ Trade Services
Platinum Habib Bank
Ikoyi, Lagos
04.2007 - 03.2010
- Gained extensive knowledge in data entry, analysis and reporting.
- Worked flexible hours, weekend and holiday shifts.
- Worked effectively in fast-paced environments.
- Proved successful working within tight deadlines and fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proven ability to learn quickly and adapt to new situations.
- Organized and detail-oriented with strong work ethic.
- Paid attention to detail while completing assignments.
- Managed time efficiently in order to complete all tasks within deadlines.
Education
Bachelor of Science - Sociology and Anthropology
University Of Benin
Benin City01.2004
Diploma - Social Works
University Of Benin
Benin City01.1999
Skills
- Dealing with customers and clients in a courteous, professional and diplomatic manner
- Capable of influencing opinions of customers
- Able to adapt tone, language and style for different customers and situations
- Able to handle complaints, aggressive customers and difficult situations
- Delegating work according to employee's abilities and skills
- Client Retention
- Estimating and Quoting
- Regulatory Compliance
- Performance Tracking and Evaluation
- Employee Coaching and Motivation
- Customer service management
- Staff Management
- Upselling
- Employee supervision
Timeline
Store Manager
Mr. Lube
02.2024 - Current
Service Manager
Trail Tire Center
05.2023 - 02.2024
Service Manager
Bridgestone/Firestone Complete Autocare
09.2019 - 01.2023
Manager of Tire Sales
Bridgestone Firestone Retail Services
06.2017 - 08.2019
Sales Associate
Bridgestone Firestone Retail Services
06.2015 - 06.2017
Sales Representative/Relationship Manager
Koons Tyson's Toyota
04.2015 - 06.2015
Sales Associate/Customer Service
Sears Holding Ltd
01.2015 - 03.2015
Sales Rep/Customer Service Manager
Jovani and Associates Ltd
02.2014 - 08.2014
Retail Branch Manager/Customer Service Manager
Keystone Bank Limited
02.2011 - 12.2013
Reconciliation Officer/ Trade Services
Platinum Habib Bank
04.2007 - 03.2010
Bachelor of Science - Sociology and Anthropology
University Of Benin
Diploma - Social Works
University Of Benin
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