Heather Shutley
Dallas,GA
Summary
Accomplished leader with extensive experience at The Home Depot, excelling in operational efficiency and team leadership. Led initiatives that significantly enhanced customer satisfaction and operational metrics. Skilled in strategic planning and cross-functional collaboration, adept at driving performance improvement and organizational growth. Proven leader with consistent associate engagement scores.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Senior Manager, Contact Center Services
The Home Depot
08.2018 - Current
- Lead multi-level team of managers, supervisors, and associates of 100-120 people
- Optimized team performance by implementing leadership development programs.
- Streamlined processes to reduce operational costs and enhance productivity.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Implemented and developed operational standards, policies and procedures.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
- Spearheaded strategic initiatives, driving significant improvement in operational efficiency.
- Developed comprehensive business plans to support long-term organizational goals.
- Cultivated a high-performance culture through effective communication and team-building activities.
- Implemented change management strategies for smooth transitions during organizational restructuring.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Achieved operational excellence by streamlining processes and implementing best practices.
Divisional Operations Manager
The Home Depot
02.2013 - 08.2018
- Lead a multi-level team of managers, supervisors, and associates of 75-100
- Streamlined operations by implementing new workflow strategies.
- Coordinated cross-functional teams for seamless project execution. Including working directly with vendors to resolve issues within the business
- Improved productivity with the introduction of efficient scheduling systems.
- Coordinated cross-functional teams for seamless project execution.
- Enhanced team performance, providing strategic direction and support.
- Increased cost-efficiency by identifying and eliminating unnecessary processes.
- Oversaw daily operations to ensure alignment with strategic objectives.
- Fostered a culture of continuous improvement within the operations team.
- Developed training programs to enhance team skills and capabilities.
Operations Manager
The Home Depot Inc
10.2011 - 02.2013
- Supervised a team of 5 associates and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to senior management.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
Production Support Supervisor
The Home Depot
07.2001 - 10.2011
- Lead a team of 12-15 front line associates
- Improved production efficiency by streamlining processes and implementing new support strategies.
- Developed strong relationships with cross-functional teams to facilitate effective communication and collaboration throughout the production process.
- Organized relevant training sessions and personally trained new members of team.
- Facilitated regular reviews of production metrics, enabling proactive identification of trends or potential bottlenecks that could impact operations.
Education
Bachelor of Science - Business Administration
Georgia Highlands College
Rome, GA12-2026
Skills
- Team leadership
- Project management
- Strategic planning
- Business development
- Performance improvement
- Cross-functional collaboration
- Operational efficiency
- Problem solving
- Talent development
- Employee engagement
- Operations management
- Organizational improvement
- Change management
Certification
- Six Sigma Certification, Green Belt 2018 University of Georgia
Timeline
Senior Manager, Contact Center Services
The Home Depot
08.2018 - Current
Divisional Operations Manager
The Home Depot
02.2013 - 08.2018
Operations Manager
The Home Depot Inc
10.2011 - 02.2013
Production Support Supervisor
The Home Depot
07.2001 - 10.2011
- Six Sigma Certification, Green Belt 2018 University of Georgia
Bachelor of Science - Business Administration
Georgia Highlands College
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