Candis Cureton
Cartersville ,GA
Summary
Client-focused Business Manager offering diverse experience in customer service, business management and project coordination. Quickly builds relationships with both new clients and business audiences. Quick-learning with excellent multi-tasking skills and mastery of new technology. Commended for innovation and creative problem-solving to address business challenges.
Overview
10
10
years of professional experience
Work History
Supply Chain Solutions Business Manager
SHAW INDUSTRIES
01.2022 - Current
- Lead and developed the creation of the Residential Sales Support model for Builder, Multi Family and Retail businesses
- Built and maintained strong relationships at all levels with various stakeholders throughout the organization by being highly visible, professional, inclusive and collaborative to extract value from the supply chain
- Lead the evolution of the residential order escalation responsibilities for strategic improvement
- Designed and implement order escalation framework and leveraged technology to automate and facilitate daily workflows
- Performed advanced inventory management strategy by ensuring team alignment with corporate inventory objectives and positioning resources for plan execution.
- Successfully managed organizational change initiatives, minimizing disruptions to daily operations while achieving desired outcomes.
- Executed business plans to further strengthen and maximize territory sales and profits.
- Streamlined business processes by implementing new project management tool functionality and techniques.
Residential Service Manager
Shaw Industries
02.2017 - 01.2022
- Provided an understanding of and channel all associates activities to support the contact center vision and mission
- Modeled Shaw’s core values and principles and continually reinforces them in a virtual and in-office environment
- Conducted regular PX meetings with each team member while providing feedback, answering questions, and communicating team metrics
- Addressed performance issues and provide coaching while fostering an inclusive environment for a team of 25 direct reports
- Monitored service level and email capacity to ensure adequate call coverage and capacity
- Optimized call center productivity, achieve correct quality standards, and minimize costs
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Customer Service Manager
CARMAX AUTO FINANCE
09.2019 - 01.2021
- Effectively manage a team of 20 non-exempt hourly associates and one non-exempt salaried associate
- Managed, coach, train, develop, and motivate associates to achieve expected departmental results and ensure adherence to company policies and procedures
- Actively visible and accessible in the department to motivate, answer associate questions, and drive associate engagement
- Tracked and measure KPI’s, business results, associate productivity and department staffing and scheduling to ensure the team meets departmental objectives
- Ensured reward, incentive and recognition programs are executed for associates
- Investigated, resolve and respond to escalated customer issues in addition to general escalated inquiries and performing all tasks in accordance with applicable policies and laws.
- Sourced, interviewed, selected, determined and extend employment offers to ensure team remains staffed to meet business needs
Commercial Team Coordinator
SHAW INDUSTRIES
01.2016 - 01.2017
- Served as a single point of contact for problem resolution, complete order processing, maintenance and inquiry, with timely and effective communication to associates and customers
- Managed commercial leadership box inquiries for follow up on errors, coaching opportunities, escalations, and inquiries from internal and external customers
- Facilitated all coaching meetings while collaborating training for monthly development with coaches
- Respond with urgency and flexibility to meet frequently changing schedules of 60 front line agents in office and work from home associates
- Managed weekly adherence reporting for associates in detail to ensure service level is maintained appropriately and efficiently
- Administered corrective action and attendance records to associates with appropriate coaching
- Prepared and facilitate training to cross-train associates in other departments.
Service Recovery Team
SHAW INDUSTRIES
01.2015 - 01.2016
- Performed advanced track and trace of commercial orders with specialized attention
- Handled problem resolution with customers, sales representative, and regional distribution centers
- Involved in the investigation and resolution of carpet tile exceptions
- Acted as a liaison for customer service and Plant 15 as the production planning back up to ensure shop orders are improved in a timely manner
- Assisted in rushing IPT status orders to ensure service to customers
- Supported new hire training classroom to check orders and answer questions
- Maintained accurate smart sheet reporting with imperative status of hot orders.
Commercial Customer Specialist
SHAW INDUSTRIES
01.2014 - 01.2015
- Performed all order entry, maintenance, and customer inquiry for carpet and hard surface orders
- Processed orders for samples, tile, broadloom, and resilient by phone and email
- Maintained positive customer interactions with no errors
- Met department adherence and availability requirements to ensure timely service
- Heavy data entry and tracking of incoming and outgoing commercial orders
- Provided good judgment to control call interaction to strive for a single call solution
- Represented Shaw in a positive and professional manner answering up to 100 + interactions daily.
Education
High School Diploma -
Peekskill High School
Peekskill, NYBusiness Management and Entrepreneurship -
Boces Northern Westchester
Yorktown, NYSkills
- Customer Relationship Management
- Operational leadership
- Strategic Planning
- Logistics Management
- Project Management
- Business Process Improvement
- Sales
- Tableau
- United Way Leader
- Microsoft Office
- Recruiting
- Data Consumption & Root Cause Analysis
- Salesforce
- Shaw Online Live
- Vista
- Event Planning
Activities
- SHAW INDUSTRIES, Plant 62 Wellness Champion, 2014-01-01, 2019-01-01
- UNITED WAY OF BARTOW COUNTY, Allocations Chair & Executive Board Co-Chair, 2018-01-01, Present
Timeline
Supply Chain Solutions Business Manager
SHAW INDUSTRIES
01.2022 - Current
Customer Service Manager
CARMAX AUTO FINANCE
09.2019 - 01.2021
Residential Service Manager
Shaw Industries
02.2017 - 01.2022
Commercial Team Coordinator
SHAW INDUSTRIES
01.2016 - 01.2017
Service Recovery Team
SHAW INDUSTRIES
01.2015 - 01.2016
Commercial Customer Specialist
SHAW INDUSTRIES
01.2014 - 01.2015
High School Diploma -
Peekskill High School
Business Management and Entrepreneurship -
Boces Northern Westchester
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