Dynamic Security Delivery Manager at DXC Technology with a proven track record in enhancing service delivery and service quality. Skilled in stakeholder management and resource optimization, I foster team collaboration and drive customer satisfaction through effective communication and problem-solving. Championed a customer-centric approach, significantly improving delivery processes and client relationships.
Hi, I’m
Michele Graves
Wichita,KS
Summary
Overview
18
years of professional experience
Work History
DXC Technology
Security Delivery Manager
01.2022 - Current
Job overview
- Led cross-functional teams to enhance project delivery processes and improve service quality.
- Oversaw resource allocation and utilization to optimize operational efficiency across multiple projects.
- Streamlined reporting processes, ensuring timely updates and accuracy in project status communication.
- Mentored junior team members, fostering skill development and enhancing team performance capabilities.
- Facilitated regular client meetings to gather feedback, reinforce relationships, and address concerns proactively.
- Acted as a liaison between the delivery team and upper management, effectively communicating concerns and suggestions for improvements.
- Managed resources effectively to avoid unnecessary delivery delays.
- Championed a customer-centric approach, consistently seeking feedback from clients to make improvements and enhance the overall delivery experience.
- Supervised delivery staff and general productivity.
- Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
- Enhanced team performance by providing regular feedback, coaching, and training opportunities.
- Fielded customer questions and complaints and rectified issues.
- Engaged customers to discuss business needs and explore opportunities to increase sales.
- Developed a streamlined onboarding process for new hires, decreasing ramp-up time and increasing productivity.
Lowes Home Improvement Stores
Assistant Store Manager
08.2021 - 01.2022
Job overview
- Assisted in managing daily store operations, ensuring compliance with company policies and procedures.
- Trained and mentored staff to enhance customer service skills and product knowledge.
- Analyzed inventory levels to optimize stock management and minimize losses.
- Collaborated with team members to achieve sales targets through effective merchandising strategies.
- Monitored employee performance and provided constructive feedback for continuous improvement.
- Developed scheduling strategies to ensure adequate coverage during peak hours and events.
- Resolved customer inquiries and complaints promptly, enhancing overall shopping experience.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
Lowes Home Improvement Stores
Sales Floor Manager
03.2020 - 07.2021
Job overview
- Oversaw daily sales floor operations to ensure optimal customer experience and product availability.
- Trained and mentored staff on best practices for customer engagement and product knowledge.
- Implemented visual merchandising standards to enhance product presentation and drive sales.
- Analyzed sales data to identify trends, adjust inventory levels, and improve stock management.
- Collaborated with department managers to create promotional displays that increased foot traffic and sales volume.
- Led staff meetings focused on performance reviews, goal setting, and continuous improvement initiatives.
- Promoted a positive work environment fostering teamwork, mutual respect, and open communication among employees.
- Demonstrated product and answered questions for prospective customers.
- Developed strong and lasting rapport to improve customer service and retain valued clients.
- Resolved escalated customer issues professionally, restoring satisfaction and securing repeat business.
- Established strong customer relationships by providing exceptional service and addressing concerns promptly.
- Implemented loss prevention policies to minimize shrinkage and protect company assets.
DXC Technology
Information Security Engineer
09.2007 - 06.2019
Job overview
- Conducted vulnerability scans to identify potential risks to client systems
- Experience working with multiple scanning tools
- Worked with multiple teams to ensure quick vulnerability remediation
Education
Friends UniversityWichita, KS
Master of Science from Management Information Systems
05-2011
University Overview
- Honor Roll
Kansas Newman University Wichita, KS
MBA from Leadership
05-2004
University Overview
- Honor Roll
Skills
- Reporting tools
- Service level agreements
- Team supervision
- Issue resolution
- Schedule coordination
- Delivery management
- Stakeholder management
- Cross-functional coordination
- Customer complaint handling
- Resource management
- Expense tracking
- Documentation
- Business workflows
- Policy development
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Excellent communication
- Critical thinking
- Organizational skills
Accomplishments
Accomplishments
- Worked with premier clients with over $1 million in monthly security sales
- Have strong relationships with client executives
- Supervised an IT security staff of 50+
Languages
English
Native or Bilingual
Interests
- Drawing and Painting
- Volunteer Work
- Animal Welfare Advocacy
- Gym Workouts
- Animal Care
- Music
Timeline
Security Delivery Manager
DXC Technology
01.2022 - Current
Assistant Store Manager
Lowes Home Improvement Stores
08.2021 - 01.2022
Sales Floor Manager
Lowes Home Improvement Stores
03.2020 - 07.2021
Information Security Engineer
DXC Technology
09.2007 - 06.2019
Friends University
Master of Science from Management Information Systems
Kansas Newman University
MBA from Leadership