Damali Hines
Cumming,GA
Summary
Results-driven Assistant Operations Manager with 9+ years of experience in retail operations and customer service leadership. Proven ability to coach and mentor teams, manage inventory and payroll, and resolve customer issues while consistently meeting sales and service targets. Recognized for strong communication skills, operational efficiency, and team development. Increased store average review rating from 4.5 to 4.8
Overview
14
14
years of professional experience
Work History
Assistant Operations Manager
Shane Co.
Alpharetta, GA
10.2021 - 01.2026
- Provided timely, constructive feedback to improve performance and outcomes
- Lead daily operations across shop and office departments, ensuring efficient workflows and collaboration.
- Review, submit, and manage payroll and staff schedules.
- Conducted four different inventories monthly to ensure accuracy and stock control.
- Led and developed a team of 20, driving performance and productivity
- Handle escalated customer service issues and ensure timely resolution.
- Managed and responded to customer feedback on Google reviews.
- Conduct one-on-one performance check-ins and support employee development and succession planning.
- Manage layaway reports, audits, and vendor follow-ups for special customer orders.
- Consistently generate \$60K–\$100K annually in sales.
- Identify operational gaps and implement solutions to improve productivity and service quality.
Senior Customer Service Representative
Shane Co.
Alpharetta, GA
08.2018 - 10.2021
- Processed incoming and outgoing merchandise, gold buys, trades, and MLRs.
- Assisted customers in-store and over the phone with appraisals, pricing updates, and special orders.
- Conducted quality control inspections and monthly inventory counts.
- Prepared audit packets, layaway reports, and CSI support documentation.
- Maintained accurate inventory and supply requisitions.
Customer Service Associate (CSA I)
Shane Co.
Alpharetta, GA
08.2016 - 08.2018
- Supported daily store operations including receiving, processing, and shipping merchandise.
- Assisted customers with purchases, appraisals, and service inquiries.
- Performed quality checks and updated pricing and inventory records.
Women’s Department Lead
Nordstrom Rack
Atlanta, GA
05.2015 - 07.2016
- Led the women’s department in the manager’s absence, ensuring smooth daily operations.
- Organized back stock and received incoming merchandise.
- Placed and tracked special customer merchandise orders.
Women’s Sales Department Specialist
Nordstrom Rack
Atlanta, GA
01.2014 - 05.2015
- Delivered high-touch customer service with a sense of urgency.
- Shared product knowledge and made personalized recommendations.
- Collaborated with team members to maintain service excellence.
Sales Associate
TJ Maxx
Atlanta, GA
04.2013 - 10.2013
- Greeted customers and identified needs to recommend appropriate merchandise.
- Assisted with merchandising displays and sales floor organization.
Cashier
Conway
Atlanta, GA
02.2012 - 04.2013
- Processed cash and credit transactions accurately.
- Balanced cash drawers and ensured pricing accuracy.
Education
High School Diploma - undefined
Booker T. Washington High School
Atlanta, GA05.2011
Skills
- Operations & Inventory Management
- Team Leadership & Coaching
- Payroll Processing & Scheduling
- Customer Service Excellence
- Problem Solving & Conflict Resolution
- Sales Performance & Merchandising
- Quality Control & Audits
- Multitasking & Time Management
Accomplishments
- All-Star Associate of the Year for exceeding customer service goals
- Gem Award Winner (2019)
- Regional Office Award Winner (2019, 2022)
Timeline
Assistant Operations Manager
Shane Co.
10.2021 - 01.2026
Senior Customer Service Representative
Shane Co.
08.2018 - 10.2021
Customer Service Associate (CSA I)
Shane Co.
08.2016 - 08.2018
Women’s Department Lead
Nordstrom Rack
05.2015 - 07.2016
Women’s Sales Department Specialist
Nordstrom Rack
01.2014 - 05.2015
Sales Associate
TJ Maxx
04.2013 - 10.2013
Cashier
Conway
02.2012 - 04.2013
High School Diploma - undefined
Booker T. Washington High School