Summary
Overview
Work History
Education
Skills
Timeline
Generic

Megan West

Redfield,Kansas

Summary

Known for creating and implementing training that expands team member capabilities and instructs users on system utilization/improvement. Handles day to day productivity within the company to assure the up most customer satisfaction is met. Productive Operations Supervisor practiced in business and employee management. Bringing 10 years of experience overseeing day-to-day activities and production of goods. Decisive leader and strategic problem solver with excellent communication and planning abilities. Motivated Operations Supervisor possessing excellent vendor relationship and contract manager skills. Well-versed in mentoring and developing high-performing teams to meet organizational goals. Comfortable working with people of all levels coupled with outstanding commercial approach to solving problems and developing business processes.

Overview

21
21
years of professional experience

Work History

Operations Supervisor

Firstsource Solutions
Fort Scott, KS
06.2021 - Current
  • Developed and implemented standard operating procedures to ensure efficient workflow.
  • Identified areas of improvement and developed strategies to increase efficiency.
  • Monitored staff performance and provided feedback for improvement.
  • Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.
  • Maintained accurate records of employee attendance and performance reviews.
  • Directed employees on how to use equipment properly and safely.
  • Conducted regular meetings with staff members to discuss any issues or concerns they may have had.
  • Trained new employees on proper job functions and company policies and procedures.
  • Assisted in the hiring process by conducting interviews and making recommendations for new hires.
  • Developed strong relationships with customers through excellent customer service practices.
  • Trained, mentored and motivated employees to maximize team productivity.
  • Engaged employees to create safe, energetic work environment through feedback and recognition.
  • Oversaw implementation of procedures, goals and objectives within operations.
  • Identified areas for improvement and implemented new processes to enhance overall company quality and performance.
  • Identified areas of deficiency and performed root-cause analysis to solve problems.
  • Built strong operational teams to meet process and production demands.
  • Developed work plans and schedules for employees to facilitate adequate staffing for service requirements.
  • Reduced process lags and trained team members on best practices and protocols.
  • Built and developed employee talent to drive engagement, resulting in advancement within company.
  • Drove standardized best practices and leveraged support functions to optimize operational performance while meeting goals.
  • Evaluated and reported on department metrics to upper management.
  • Developed initiatives for process improvement and reviewed and assessed ongoing operations.
  • Maintained staff by recruiting, selecting and developing personal growth opportunities.
  • Developed action plans based on analysis findings and implemented solutions.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Delegated work to staff, setting priorities and goals.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Guided employees in handling difficult or complex problems.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.
  • Interpreted and explained work procedures and policies to brief staff.
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Implemented departmental policies and standards in conjunction with management to streamline internal processes.
  • Developed work schedules according to budgets and workloads, covering priority tasks.
  • Recommended solutions related to staffing issues and proposed procedural changes to managers.

Team Lead

Firstsource
Fort Scott, KS
11.2017 - 06.2021
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Developed strategies to increase team productivity and improve customer service levels.
  • Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Monitored team performance against targets, taking corrective action where necessary.
  • Ensured compliance with company policies and procedures throughout the team.
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Trained new staff in relevant processes and procedures.
  • Supported the manager in developing plans for future projects, initiatives and objectives.
  • Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
  • Identified opportunities for process improvements, implementing changes when required.
  • Motivated staff through positive reinforcement techniques.
  • Maintained accurate records of employee attendance and task completion times.
  • Created detailed reports on team activities as requested by management.
  • Delegated tasks appropriately according to individual skill sets.
  • Held regular one-on-one coaching sessions with staff members to encourage personal development.
  • Reviewed existing systems and procedures regularly, suggesting ways they could be improved or optimized.
  • Delegated daily tasks to team members to optimize group productivity.
  • Monitored team progress and enforced deadlines.
  • Collaborated with management team to implement new work procedures or policies.
  • Implemented performance, quality and efficiency measures to achieve aggressive production goals.
  • Conducted thorough quality checks to verify conformance to specifications.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Conferred with other supervisors to coordinate operations and activities within or between departments.
  • Completed daily quality assurance duties to provide feedback for improvements.
  • Interviewed and selected potential new team members from list of candidates recommended by recruitment team.

Customer Service Representative

Firstsource Solutions
Fort Scott, KS
10.2014 - 11.2017
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Made outbound calls to obtain account information.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Deputy Manager

Walmart
Iola, KS
09.2012 - 10.2014
  • Developed and implemented new procedures to improve efficiency of the organization.
  • Monitored daily operations and ensured compliance with company policies and regulations.
  • Conducted performance appraisals for subordinate staff members and provided feedback on their performance.
  • Assisted in recruitment, selection, training, and development of employees.
  • Provided guidance and support to team members to help them achieve goals.
  • Resolved conflicts between staff members in a timely manner.
  • Developed strategies for improving customer service standards within the organization.
  • Analyzed customer feedback data to identify areas of improvement in services offered by the organization.
  • Maintained records of all operational activities for future reference.
  • Identified cost-saving opportunities that helped reduce expenses significantly.
  • Prepared monthly progress reports detailing achievements against set targets.
  • Ensured adherence to safety measures at workplace as per regulatory guidelines.
  • Collaborated with vendors and suppliers to secure best deals on products and services purchased by the organization.
  • Participated in regular brainstorming sessions with senior management team regarding strategic initiatives taken by the organization.
  • Worked closely with customers to understand needs and resolve diverse issues.
  • Collaborated closely with management team to roll out functional and strategic initiatives.
  • Maintained current understanding of company offerings to better serve customers and team members.
  • Organized working processes between department supervisors cutting wasted time and materials.
  • Organized resources and minimized waste to protect company interests and complete projects on time.
  • Compiled and assessed performance data, converting information into improvement plans.
  • Collaborated with fellow employees, vendors and other parties to achieve smooth coordination of activities, risk remediation and follow-up.
  • Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
  • Directed and led employees, supervising activities to drive productivity and efficiency.
  • Delegated daily tasks to team members to optimize group productivity.
  • Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
  • Implemented organization systems for financial reports, schedules and inventory control to improve efficiency and productivity.
  • Delegated tasks to team members based upon skill level and to achieve organizational goals.
  • Coached team members and delivered constructive feedback to promote better productivity and build confidence.
  • Completed inventory audits to identify losses and project demand.
  • Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
  • Enforced company policies and procedures to strengthen operational standards across departments.
  • Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
  • Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
  • Collaborated with store manager to develop strategies for achieving sales and profit goals.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Reviewed completed work to verify consistency, quality and conformance.

Receiving Lead

Walmart
Iola, KS
03.2011 - 09.2012
  • Received, inspected and recorded incoming shipments of raw materials, components and finished products.
  • Verified quantity, quality and type of items received to ensure accuracy against purchase orders.
  • Maintained accurate records of inventory levels, deliveries and returns in the company's database system.
  • Coordinated with suppliers regarding delivery schedules for out-of-stock items.
  • Supervised receiving staff by providing direction on daily tasks and monitoring performance to ensure compliance with established procedures.
  • Organized warehouse space for efficient storage of goods and stock rotation.
  • Ensured safety protocols were followed when handling hazardous materials or chemicals.
  • Tracked discrepancies between orders placed and actual receipts; notified management of any shortages or damages.
  • Investigated causes of overages or shortages in deliveries and took corrective action to resolve issues quickly.
  • Communicated regularly with purchasing department to confirm receipt of new orders and provide updates on backordered items.
  • Monitored supply chain activities to identify opportunities for improvement in processes related to receiving operations.
  • Processed all returned merchandise according to company policies; ensured proper credit was issued where applicable.
  • Adhered to local health regulations when disposing expired or damaged products from inventory in a safe manner.
  • Managed daily cycle counts for inventory accuracy; conducted physical inventories as needed.
  • Provided support during annual audits; generated reports showing current stock levels, variance analysis and other data as requested by auditors.
  • Worked closely with logistics team members to coordinate efficient shipping routes for outgoing freight.
  • Prepared documentation such as bills of lading, packing slips, invoices, prior to shipment release.
  • Collaborated with cross-functional teams within the organization such as sales, marketing and customer service departments.
  • Performed regular maintenance checks on equipment used in the receiving area; reported any malfunctions promptly for repair.
  • Assisted with training new employees on best practices related to material handling processes.
  • Rejected deliveries containing damaged items or shortages and corresponded with shipper to rectify issues.
  • Operated forklifts, hand trucks, or other equipment to load, unload, transport and store goods.
  • Checked customer orders, labeling and documentation prior to shipment to avoid delays.
  • Checked items to be shipped against work orders to confirm correct quantities, destination and routing.
  • Maintained inventory of shipping materials and supplies.
  • Prepared packages for shipping and determined most economical shipping methods.
  • Organized deliveries by sorting and stocking receivables
  • Directed warehouse team in stocking merchandise, pulling orders and setting up loads.
  • Obtained required documentation to process shipments and support movement.
  • Identified order discrepancies and damaged items and notified supervisor.
  • Monitored merchandise received and shipped from facility in computer system.
  • Tracked inventory levels, handling aspects of shipping and receiving and kept accurate records.
  • Compared bills of lading against actual merchandise received, inspected for damaged goods and coordinated distribution to correct departments.
  • Prepared documentation to track and report on damaged or missing items.
  • Logged inbound and outbound discrepancies for wrong products, incorrect quantities and damages.
  • Coached new staff preparing outgoing and receiving incoming shipments.
  • Communicated with carrier representatives to follow specific procedures and make special delivery arrangements.
  • Contacted transport companies and suppliers to expedite, trace, or return shipments.
  • Loaded and unloaded shipments from trucks and picked up and moved heavy packages and items using forklifts.
  • Counted number of boxes or units in loading docks to confirm proper completion of work orders.
  • Operated large vehicles, forklifts and pallet jacks to transport multiple freight loads.
  • Tagged and wrote identifying information on containers, boxes and cargo.
  • Kept up to date on safety procedures and correct lifting techniques to prevent injuries.
  • Protected items by wrapping in cling film, padded moving blankets and tape.
  • Loaded cargo onto transportation devices and attached affixing tools to achieve safe transportation.
  • Used digital database to keep records of units and stock moved.
  • Used scanners to track parcel information, condition or receipt.
  • Followed organizational procedures to stack and store cargo in transit sheds, ship holds and warehouses.

Inventory Control Analyst

Walmart
Iola, KS
09.2011 - 03.2012
  • Developed and implemented inventory control processes to ensure accurate tracking of products.
  • Conducted cycle counts to identify discrepancies between actual and recorded stock levels.
  • Analyzed data from various sources to develop recommendations for improving inventory accuracy and cost savings.
  • Identified opportunities to reduce inventory costs while maintaining customer service levels.
  • Maintained current records on all transactions related to inventory management, including receipts, transfers, adjustments, returns.
  • Monitored stock levels in order to prevent overstocking or understocking of items.
  • Performed regular physical inventories and reconciled differences between physical count and system-generated numbers.
  • Ensured compliance with established internal control procedures by examining records, reports, operating practices, and documentation.
  • Prepared detailed reports outlining inventory status and trends for senior management review.
  • Collaborated with other departments such as sales, marketing, finance and accounting in order to optimize the flow of goods through the supply chain process.
  • Provided guidance on methods of controlling excess or obsolete inventory items.
  • Investigated root causes of discrepancies between actual vs projected stock levels.
  • Collaborated with department staff to maintain optimal inventory levels and control loss.
  • Assisted with creation and improvement of company inventory management standards.
  • Reviewed work and purchase order documentation against verified numbers and resolved discrepancies.
  • Performed inventory counts every [Timeframe] to maintain supply accuracy.
  • Collected and evaluated data for trend forecasting.
  • Participated in physical inventory counts to keep information accurate and current.
  • Performed scheduled inventory counts and supply audits.
  • Performed inventory cycle counting and identified discrepancies.
  • Coordinated inventory, stocking and ordering.
  • Entered information into system to update status reports.
  • Oversaw efficient receiving and inventory management to keep stock within optimal levels.
  • Monitored stocking areas to adjust volumes and storage requirements driven by production activity.
  • Requisitioned and stored shipping materials and supplies to maintain inventory of stock.
  • Inspected and recorded incoming and outgoing orders for count, damage and dates.
  • Unpacked and examined incoming shipments to confirm consistency with records and routed materials to appropriate department.
  • Examined shipment contents and compare with manifests, invoices or orders to verify accuracy.
  • Operated lift and hand trucks to transfer materials to and from target areas.
  • Traced missing material and shipments through vendor and customer communications.

Bakery Assistant

Walmart
Fort Scott, KS
05.2008 - 09.2011
  • Assisted in the preparation of dough for cakes, pies and other baked goods.
  • Maintained a clean and sanitary work area throughout the day.
  • Restock shelves with freshly made products.
  • Kept accurate records of all baking supplies used in production.
  • Weighed ingredients and monitored temperatures during baking processes.
  • Followed recipes to ensure consistent quality of finished products.
  • Monitored expiration dates on ingredients and finished products.
  • Organized storage areas to ensure efficient use of space and easy access to items needed for production.
  • Inspected equipment regularly to identify any maintenance needs or malfunctions.
  • Ensured that all safety protocols were followed while working in the bakery area.
  • Decorated cakes using various techniques such as piping and fondant sculpting.
  • Prepared fillings for pastries and other baked goods based on customer orders.
  • Baked cookies, muffins, breads, tarts, pies, cupcakes and other desserts.
  • Demonstrated knowledge of proper food handling techniques when preparing ingredients.
  • Served customers at the front counter by providing product information and taking orders.
  • Packaged finished products for sale in retail outlets or for delivery services.
  • Conducted regular inventory checks to monitor stock levels of baking supplies.
  • Provided excellent customer service to foster satisfaction and loyalty.
  • Packaged bakery items and purchases in boxes and bags for customer carrying convenience.
  • Arranged baked goods in attractive displays inside bakery cases to increase sales.
  • Washed preparation utensils, tools and machinery by hand or industrial dishwasher.
  • Operated ovens, proofers, fryers, sheeters, rounders, scales and mixers for bakery
  • Set up fresh baked goods in front display, organizing for visibility and to showcase daily specials or items with limited availability or shelf-life.
  • Listened to guests to understand needs and help each person select optimal products and services.
  • Organized raw ingredients and supplies in storage areas, moving and sorting large bags of flour and sugar, containers of cooking oil and other ingredients.
  • Washed preparation utensils, tools and machinery by hand and using industrial dishwasher, segregating used utensils from clean to prevent cross-contamination.
  • Prepared pastry creams, fillings, icing, chocolate mousse and other components used in decorating and filling baked goods.
  • Monitored on-hand items to proactively replace low stock and keep product levels within optimal tolerances to meet expected demands.
  • Operated POS system to process bakery sales transactions.
  • Trained new bakery employees to use POS system to document orders, process payments and check progress for customers.
  • Filled orders requesting custom icing or fondant designs, incorporating lettering and images into decorations according to customer requests.
  • Minimized cross-contamination and infection risks by consistently following safe food handling procedures.
  • Labeled bakery items by inputting data into digital weighing machine.
  • Personalized cakes by writing desired words or adding other customizations.
  • Assisted bakery manager with coordinating product ordering, receiving and stocking.
  • Stayed on top of changes in bakery menu to provide customers with optimal service.

Cashier

Walmart
Fort Scott, KS
03.2008 - 05.2008
  • Greeted customers and answered any questions they had about the store's products and services.
  • Verified that customers were of legal age to purchase alcohol or tobacco products.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.

Cashier, Carryout, Customer service

Country Mart
Iola, Ks
03.2003 - 06.2005
  • Responsible for checking customers groceries out, money handling, trouble shooting pricing issues
  • Bagged and carried their groceries out to their vehicles for them
  • Answered phones helped with breaks and lunches and sent western unions
  • Assisted with training new staff members on site with the use of the computer registered system and proper bagging of the items purchased
  • Received cash, checks and completed credit-card transactions from customers and employees
  • Counted money to verify amounts and issued receipts for funds received
  • Compared totals on cash register with amount of currency in register to verify balances
  • Computed bill, itemized lists and tickets showing amount due, using adding machine or cash register
  • Describe merchandise and explain use, operation, and care of merchandise to customers
  • Recommend, select, and help locate or obtain merchandise based on customer needs and desires
  • Compute sales prices, total purchases and receive and process cash or credit payment
  • Answer questions regarding the store and its merchandise
  • Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.

Education

High School Diploma -

Crest High School
Colony, KS
05-2005

Skills

  • Training and development
  • System utilization/improvement
  • Customer service
  • Cash handling
  • Troubleshooting
  • Phone handling
  • Computer registered system
  • Bagging
  • Money counting
  • Receipt issuance
  • Merchandise description and explanation
  • Sales and promotions knowledge
  • Payment processing
  • Reporting procedures
  • Staff supervision and motivation
  • Inventory controls
  • Preventive maintenance
  • Problem solving
  • Communication skills
  • Time management
  • Team leadership
  • Excel and PowerPoint proficiency
  • Quality Assurance
  • Risk Management
  • Performance monitoring
  • Operations Management
  • Customer Relations
  • Staff Supervision
  • Project Management
  • Team Training
  • Employee Development
  • Customer relationship development
  • Scheduling Coordination
  • Management
  • Delegation
  • Production
  • Project Planning
  • Inventory Coordination
  • Customer Relationship Management
  • Task Delegation
  • Scheduling
  • Inventory Management
  • Performance Management
  • Employee Supervision
  • Data Entry
  • Vendor Management
  • Payroll Administration
  • Staff Management
  • Report Preparation
  • Task Prioritization
  • Effective Communication
  • Handling Complaints
  • Microsoft Office
  • Time Management
  • Decision-Making
  • Goal Setting
  • Problem-Solving
  • Cross-Functional Collaboration
  • Team Collaboration
  • Interpersonal Skills
  • Strategic Planning
  • Data retrieval systems
  • Team Leadership
  • Staff Scheduling
  • Staff Training
  • Leadership Development
  • Professionalism
  • Analytical Thinking
  • Multitasking and Organization
  • Written Communication
  • Documentation and Recordkeeping
  • Staff Development and Training
  • Policy Implementation
  • Coaching and Mentoring
  • Customer Service Management
  • Administration and Operations

Timeline

Operations Supervisor

Firstsource Solutions
06.2021 - Current

Team Lead

Firstsource
11.2017 - 06.2021

Customer Service Representative

Firstsource Solutions
10.2014 - 11.2017

Deputy Manager

Walmart
09.2012 - 10.2014

Inventory Control Analyst

Walmart
09.2011 - 03.2012

Receiving Lead

Walmart
03.2011 - 09.2012

Bakery Assistant

Walmart
05.2008 - 09.2011

Cashier

Walmart
03.2008 - 05.2008

Cashier, Carryout, Customer service

Country Mart
03.2003 - 06.2005

High School Diploma -

Crest High School

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Megan West