KERRI SHATKIN
COTATI,CA
Summary
Dynamic operations manager with a proven track record at White Cap Construction Supplies, enhancing customer satisfaction through strategic problem-solving and effective team leadership. Skilled in inventory management and staff development, I successfully implemented initiatives that boosted sales and improved employee retention, fostering a collaborative and high-performing work environment.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
53
53
years of professional experience
Work History
Assistant Manager
White Cap Constrution Supplies
10.2024 - Current
- Monitored sales trends to adjust pricing strategies for optimal profitability.
- Improved operational efficiency by adopting new technology for inventory management.
- Assisted in budget preparation, ensuring alignment with financial goals.
- Developed marketing strategies to attract new customers, increasing foot traffic.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Generated repeat business through exceptional customer service.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Increased sales through effective merchandising strategies and targeted promotions.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
OPERATIONS MANAGER
OUTDOOR SUPPLY HARDWARE
01.2010 - 09.2024
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Implemented quality control systems to boost overall product consistency and reliability.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Analyzed and reported on key performance metrics to senior management.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Facilitated smooth collaboration between departments through clear communication channels.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
STORE MANAGER
TUESDAY MORNING
01.2001 - 12.2010
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Assisted with hiring, training and mentoring new staff members.
- Completed point of sale opening and closing procedures.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Approved regular payroll submissions for employees.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Supervised guests at front counter, answering questions regarding products.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Enhanced team performance with comprehensive training programs, leading to improved customer service and operational efficiency.
- Increased community engagement by participating in local events and sponsoring youth sports teams, raising store's profile.
- Boosted overall store sales by implementing innovative marketing strategies and exceptional customer service standards.
- Enhanced employee performance and satisfaction by establishing clear goals and providing regular feedback.
- Oversaw daily operations to ensure compliance with health and safety standards, maintaining safe environment for both staff and customers.
- Optimized checkout process to reduce wait times, improving customer satisfaction scores.
- Negotiated with vendors to introduce new products that matched consumer trends, keeping store's offerings fresh and appealing.
- Implemented customer feedback system to address and quickly rectify any issues, thereby enhancing customer loyalty.
- Streamlined store operations to reduce costs, negotiating with suppliers for better pricing and optimizing staff schedules for peak times.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Streamlined communication between staff and management, ensuring that all team members were informed of policy changes and promotions.
- Managed inventory levels to minimize waste and ensure product availability, supporting customer satisfaction and sales efficiency.
- Cultivated strong team by hiring motivated individuals and fostering collaborative workplace, leading to improved store performance.
- Analyzed sales data to identify trends and adjust inventory accordingly, preventing stockouts of popular items.
- Fostered culture of excellence and accountability among staff, resulting in higher employee morale and lower turnover rates.
- Reduced employee turnover by creating supportive work environment and recognizing outstanding performance.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Assistant Store Manager
ORCHARD SUPPLY HARDWARE
02.1995 - 11.2000
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Created and maintained safe and secure work environments for employees.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Rotated merchandise and displays to feature new products and promotions.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
- Collaborated with store manager to develop marketing initiatives that drove traffic and increased brand awareness.
- Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
- Spearheaded staff recruitment efforts, interviewing candidates for open positions and selecting top talent to join the team.
- Maximized profits by negotiating better deals with vendors and reducing shrinkage through loss prevention strategies.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reduced operational risks while organizing data to forecast performance trends.
Assistant Manager
Michaels Arts and Crafts
01.1990 - 03.1995
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Generated repeat business through exceptional customer service.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Increased sales through effective merchandising strategies and targeted promotions.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Conducted performance evaluations, identifying areas for development and rewarding strong performance.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
- Facilitated team-building activities, enhancing team cohesion and morale.
- Conducted performance evaluations and provided constructive feedback to employees.
- Implemented staff training programs to elevate service standards and knowledge.
- Negotiated with suppliers to secure better pricing, reducing operational costs.
- Engaged with customers to gather feedback, using insights to improve service and product offerings.
- Coordinated with vendors for timely inventory replenishment, ensuring product availability.
- Oversaw daily operations to maintain store cleanliness and organization.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
LEAD CASHEIR
Home Depot
01.1979 - 12.1990
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
- Assisted customers by answering questions and fulfilling requests.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Processed both cash and card purchases and returns.
- Led cashiers and associates in providing thoughtful customer service.
- Helped customers complete purchases, locate items, and join reward programs.
- Taught employees fundamentals of register use, merchandise scanning and customer service.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Alleviated customer service needs with policy-appropriate solutions.
- Educated employees on register use, merchandising, and customer service.
- Maintained stock to meet expected customer demand.
- Evaluated presentation of checkout lanes and kept team members on top of cleaning tasks when necessary.
- Contributed to team success by consistently meeting or exceeding sales targets set by management.
- Promoted store specials and upsold items at the register, increasing average transaction value per customer visit.
- Reduced cashier errors by implementing thorough training programs for new employees.
- Processed payments effectively and accurately handled cash, credit, debit and personal check transactions.
- Checked merchandise multiple times during each shift and restocked products when stock ran low.
- Collaborated with management to develop strategies for improving overall store performance and profitability.
- Managed high volume sales periods effectively, ensuring prompt service during peak hours.
- Resolved customer complaints empathetically yet professionally, salvaging potentially negative experiences into positive ones.
- Maintained a balanced cash drawer with diligent attention to detail and accurate counting practices.
- Mentored junior cashiers in the proper handling of difficult situations, fostering a supportive work environment.
- Handled complex returns or exchanges swiftly, streamlining processes that ensured minimal disruption to customers'' shopping experiences.
- Provided exceptional customer service by addressing concerns promptly and professionally, retaining loyal clientele.
- Assisted customers with finding products and answering questions, resulting in an enjoyable shopping experience.
- Implemented inventory control measures to minimize stock discrepancies and maintain accurate records.
- Developed strong rapport with colleagues across departments, fostering teamwork that led to smooth operations.
- Oversaw the cleanliness and organization of the front-end area, creating a welcoming atmosphere for customers.
- Streamlined the checkout process for faster service, leading to increased customer loyalty.
- Coordinated breaks for fellow cashiers to ensure continuous coverage at all times while minimizing downtime.
- Maximized employee productivity through effective scheduling and workload distribution, reducing stress among staff members.
- Conducted regular audits of cash registers, identifying any discrepancies quickly and resolving them efficiently.
- Ensured compliance with company policies regarding cash handling procedures, maintaining security standards throughout operations.
- Communicated with customers and team members to solve problems.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
- Restocked and organized merchandise in front lanes.
- Monitored areas for security issues and safety hazards.
- Performed cash, card, and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Trained team members on cash register operation and cash handling.
- Quickly and accurately counted drawers at start and end of each shift.
- Increased customer loyalty and retention.
- Operated POS cash register and equipment to collect payments.
- Handled cash with high accuracy and took care to check bills for fraud.
- Used POS system to enter orders, process payments and issue receipts.
- Processed refunds and exchanges in accordance with company policy.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Worked with floor team and managers to meet wide range of customer needs.
- Learned duties for various positions and provided backup at key times.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Set up new sales displays each week with fresh merchandise.
SALES ASSOCIATE
YARD BIRDS
06.1972 - 12.1978
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Helped customers locate products and checked store system for merchandise at other sites.
- Built relationships with customers to encourage repeat business.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Solved customer challenges by offering relevant products and services.
- Engaged with customers to effectively build rapport and lasting relationships.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Fostered collaborative work environment, sharing best practices and sales strategies with new hires.
Education
Associate of Science - RETAIL MGNT.
SANTA ROSA JC
Santa Rosa, CA09-1975
Skills
- Customer relationship management (CRM)
- Customer service
- Problem-solving
- Adaptability and flexibility
- Team leadership
- Time management
- Team collaboration
- Operations management
- Project management abilities
- Team motivation
- Team building
- Sales reporting
- Strategic planning
- Staff supervision
- Decision-making
- Budgeting and finance
- Customer rapport
- Customer relations
- Money handling
- Employee scheduling
- Staff management
- Workload management
- Goal setting
- Employee performance evaluations
- Policy enforcement
- Performance evaluation
- Retail operations management
- Staff training and development
- Business administration
- Retail operations
- Employee performance evaluation
- Orientation and training
- Staff development
- Recruitment and hiring
- Performance reviewing
- Task delegation
- Recruiting and interviewing
- Strategic thinking
- Verbal and written communication
- Coaching and mentoring
- Inventory management
- Employee supervision
- Conflict resolution
- Vendor relationship management
- Compliance
Timeline
Assistant Manager
White Cap Constrution Supplies
10.2024 - Current
OPERATIONS MANAGER
OUTDOOR SUPPLY HARDWARE
01.2010 - 09.2024
STORE MANAGER
TUESDAY MORNING
01.2001 - 12.2010
Assistant Store Manager
ORCHARD SUPPLY HARDWARE
02.1995 - 11.2000
Assistant Manager
Michaels Arts and Crafts
01.1990 - 03.1995
LEAD CASHEIR
Home Depot
01.1979 - 12.1990
SALES ASSOCIATE
YARD BIRDS
06.1972 - 12.1978
Associate of Science - RETAIL MGNT.
SANTA ROSA JC