Jamal Dawson

• Lead and supervise a 23 member team, ensuring efficient venue operations
• Perform HR duties for Players Service representatives (cashiers) of the venues (recruitment, training, selection).
• Ensure smooth operations and opening and closure of venues through adequate staff utilization (scheduling).
• Supervise Players service Representatives (PSR) through daily venue visits.
• Prepare daily finance reports. along with attendance reports, time sheets, incident, and disciplinary forms, etc.
• Monitor Venue operations through web reporting and management interface (Highlighting systematic or staff errors, reporting on profitability and performance of individual CAGE venues etc).

• Managed daily operations of a car rental business, overseeing a fleet of 10 vehicles to ensure reliable, timely, and customer-friendly service.
• Coordinated all vehicle maintenance, repairs, licensing, and inspections, ensuring fleet safety, efficiency, and roadworthiness.
• Developed rental agreements and pricing strategies to remain competitive in a dynamic market.
• Managed finances including budgeting, cash flow, expense tracking, and profit/loss analysis.
• Built and maintained long-term customer relationships, leading to high levels of repeat business.
• Delivered outstanding customer service, handling bookings, complaints, and inquiries with professionalism and care.
• Coordinate with law enforcement and oversee accident investigation.
• Implemented preventive maintenance schedules, significantly reducing repair costs and extending vehicle life spans.

• Responsibilities:
• Driving business Results:
• Develop and implement sales promotions and initiatives.
• Provide input into annual sales targets and business plans to deliver revenue and store retail profits.
• Coordinate store-level customer loyalty and retention programs.
• People Leadership:
• Manage performance of store teams towards the attainment of KPI'S, ongoing coaching to ensure focus and achieve business objectives.
• Identify and address training and development needs.
• Operational Efficiency:
• Monitor and review business processes, systems, policies, and workflow in collaboration with sales leadership to enhance store-level customer experience.
• Track and analyze store-level service trends; in collaboration with the customer experience manager and sales Leadership to achieve Net Promoter Score and Customer Satisfaction targets.

• Liaise with the store manager to set up visually appealing layout for store merchandise.
• Maintain customer satisfaction with quick and professional handling of product returns and customer service issues.
• Conducted inventory analysis to determine optimal stock levels.
• Answered product questions and assisted customers in selection and checkout.
• Reviewed daily financial records and reports and identified deficiencies in need of attention.
• Conduct interviews for new team members.
• Evaluated data on stock levels, customer sales, and other factors, assessed trends, and reported on findings to help senior management make effective operational decisions.

• Used scripted conversation prompts to convey current account information and obtain payments.
• Delivered exceptional customer service on collection calls and maintained a calm and professional demeanor.
• Notify co-signers of delinquent accounts to assist in collecting payments.

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