Dwane McCullough
Austell,GA
Summary
Dynamic operations leader with a proven track record at The Illuminarium, driving a 65% increase in efficiency through strategic workflow optimization. Expert in staff training and performance metrics, fostering a high-performance culture that enhances customer service and team collaboration. Committed to achieving operational excellence and delivering exceptional guest experiences.
Overview
11
11
years of professional experience
Work History
Supervisor
Sandbox VR
04.2025 - Current
- Oversee daily operations to ensure smooth and efficient guest experiences.
- Lead and support shift teams, ensuring alignment with company standards and operational goals.
- Train new staff on procedures, safety, and guest interaction to maintain a high-performance environment.
- Monitor equipment functionality and coordinate troubleshooting or maintenance needs.
- Achieved over 200 five-star Google reviews, reflecting exceptional customer service and leadership impact.
- Maintain scheduling, delegation of tasks, and workflow optimization during high-volume periods.
- Provide reports and feedback to management to support continuous improvement.
Operations Supervisor / Retail Manager
The Illuminarium
01.2023 - 03.2025
- Developed and implemented standard operating procedures (SOPs) that streamlined workflows, resulting in a 65% increase in overall efficiency.
- Monitored daily operations to ensure compliance with safety regulations, quality standards, and company policies.
- Collaborated with cross-functional teams, including logistics, maintenance, and customer service, to enhance communication and resolve operational challenges.
- Implemented performance metrics and KPIs to track team productivity and identify areas for improvement.
- Played a key role in the successful launch of SPACE After Dark, driving significant revenue improvements.
- Conducted regular meetings with team members to provide feedback, address concerns, and maintain a positive work environment.
- Oversaw inventory management, optimizing stock levels to prevent stock-outs while minimizing excess inventory costs.
- Utilized 'Bleep' and 'Showclix' to monitor real-time operational data, identify trends, and make data-driven decisions.
- Acted as a liaison between upper management and front-line employees, ensuring alignment with organizational goals.
Store Manager
GNC
Atlanta, USA
04.2022 - 01.2023
- Monitored employee and department performance, providing action plans to maximize productivity.
- Planned and scheduled personnel, equipment, and supplies to ensure efficient workflow.
- Assisted District Management in developing and managing financial and operational plans.
- Hired, onboarded, and trained new and current employees, ensuring a motivated and knowledgeable team.
- Ensured timely, accurate, and damage-free handling of money and merchandise.
- Maintained a safe work environment, promoting proper handling of merchandise and equipment.
- Successfully met daily, weekly, and monthly inventory and housekeeping goals.
- Performed additional duties as assigned by management.
Manager of Guest Relations / Trainer
Puttshack
01.2019 - 12.2022
- Supported Guest Experience associates with administrative tasks, event documentation, signage, and communications.
- Assisted with hiring and onboarding Guest Experience personnel, ensuring proper documentation and thorough training.
- Created event staff schedules to ensure adequate coverage for all events.
- Updated department manuals and training materials as procedures evolved.
- Participated in scheduling, delivering, and executing department and new-hire training sessions.
Manager of Virtual Reality Department
Georgia Aquarium
01.2015 - 12.2019
- Fostered a customer-centric culture emphasizing innovation and collaboration.
- Operated and trained employees on a $250k Virtual Reality Simulator to ensure optimal performance.
- Guided team members in delivering detailed product knowledge and hardware updates.
- Created a competitive and engaging atmosphere to drive sales goals.
- Partnered with Assistant Managers to maintain aligned priorities between staff and guests.
Education
Associate of Science -
Norfolk State University
Norfolk, VA01.2006
Skills
- Operational leadership
- Workflow optimization
- Customer service
- Staff training
- Performance metrics
- Inventory management
- Event coordination
- Effective communication
- Problem solving
- Team building
Timeline
Supervisor
Sandbox VR
04.2025 - Current
Operations Supervisor / Retail Manager
The Illuminarium
01.2023 - 03.2025
Store Manager
GNC
04.2022 - 01.2023
Manager of Guest Relations / Trainer
Puttshack
01.2019 - 12.2022
Manager of Virtual Reality Department
Georgia Aquarium
01.2015 - 12.2019
Associate of Science -
Norfolk State University