Open To Work
Devan Wilson
Demoulas Market Basket
Worcester,MA
Work Preference
Job Search Status:
Open to work
Work Type
Full Time
Minimum Desired Compensation
$45000/yr
28
Years of experience
Highly accomplished and results-driven Retail Customer Service Leader with 27 years of progressive experience managing high-volume operations at Demoulas Market Basket. Proven record of accomplishment of spearheading front-end efficiency, leading diverse teams of 8–12 associates, and supporting strict compliance with corporate and regulatory standards. Expert in financial reconciliation, risk management, and strategic asset protection. Adept at driving operational excellence, onboarding top-tier talent, and mentoring future leaders while fostering an exceptional client-centric shopping environment.
Work History
Customer Service Manager
13 Years 9 Months- Team Leadership: Direct daily front-end/customer service operations, coordinating schedules and workflows for a team of 8–12 part-time and Assistant Customer Service associates to guarantee premier service delivery.
- Financial Integrity: Reconcile complex store finances daily with absolute accuracy; analyze variances to eliminate operational discrepancies and enforce robust internal audit controls.
- Asset Protection: Monitor security infrastructure and surveillance networks to mitigate retail shrinkage, successfully lowering inventory loss through proactive risk assessments.
- Regulatory Compliance: Manage financial terminal audits and strictly enforce Anti-Money Laundering (AML) regulations across Western Union, and lottery service points.
- Licensing & Permitting: Oversee and maintain all municipal, state, and corporate licenses, ensuring flawless regulatory alignment across multiple regional branches.
- Human Resources Support: Lead recruitment cycles, evaluate candidate profiles, handle hiring decisions, and maintain rigorous EEOC-compliant documentation. Serve as the vital liaison between local stores and corporate headquarters.
- Talent Development: Trained, upskilled, and mentored over 100 customer service booth associates, successfully accelerating high-potential employees into corporate and customer service management roles.
- Operations Optimization: Formulate weekly labor schedules and cross-departmental allocations to optimize store productivity and minimize operational leakages.
- Conflict Resolution: Intervene in complex customer disputes and sensitive personnel issues, deploying advanced communication tactics to restore trust and safeguard brand reputation.
Assistant Customer Service Manager
11 Years 11 Months- Interim Leadership: Stepped into the Acting Customer Service Manager role in Westford, MA for 6 months, assuming full operational accountability, labor scheduling, and corporate reporting during a peer's medical leave.
- Revenue Management: Executed secure closing financial procedures, counting down registers, auditing daily sales receipts, and preparing high-value bank deposits with zero discrepancies.
- Transaction Integrity: Processed complex commercial invoices, gift card accounts, high-value returns, and corporate credit transactions with strict adherence to brand standards.
- Daily Oversight: Supervised cash drawer reconciliations, tobacco inventory accounting, state lottery terminals, and courtesy booth compliance protocols to maintain a clean, orderly front end.
Grocery Clerk / Cashier / Customer Service
2 Years 11 Months- Rapid Promotion: Earned a fast-track promotion from part-time Cashier to Customer Service Booth Clerk within 3 months of hire due to exceptional performance, reliability, and precision.
- Merchandising Excellence: Managed grocery replenishment, department product ordering, and strategic inventory display setups to optimize visual merchandising and front-end sales.
- Systems Knowledge: Maintained comprehensive mastery of storefront layouts, inventory codes, POS system configurations, and customer service desk workflows.
Education
High School Diploma
Skills
Retail Operations Management
Cross-Functional Leadership
Cash Control & Reconciliation
Asset Protection & Risk
Talent Acquisition / Onboarding
Customer Conflict Resolution
Scheduling & Allocation
High-Volume POS Systems
Performance Evaluations
Store Openings & Transitions
Anti-Money Laundering (AML)
EEOC Record Keeping
HR Documentation
Western Union Protocols
Municipal & State Licensing
Regulatory Skills
- Anti-Money Laundering (AML)
- EEOC Record Keeping
- HR Documentation
- Western Union Protocols
- Municipal & State Licensing
Personal Information
Title: Customer Service Manager & Operations Leader
Core Expertise
- Retail Operations Management
- Cross-Functional Leadership
- Cash Control & Reconciliation
- Asset Protection & Risk
- Talent Acquisition / Onboarding
- Customer Conflict Resolution
- Scheduling & Allocation
- High-Volume POS Systems
- Performance Evaluations
- Store Openings & Transitions
Timeline
Customer Service Manager
Demoulas Market Basket
01.2013 - CurrentRead More
Assistant Customer Service Manager
Demoulas Market Basket
01.2001 - 12.2012Read More
Grocery Clerk / Cashier / Customer Service
Demoulas Market Basket
01.1999 - 12.2001Read More
Wilton Lyndborough High School
High School Diploma
Read More