Shahiyd Walker
New York,NY
Summary
Customer-focused Guest Experience and Operations Manager with over 4 years of experience in luxury retail, stadium event operations, and eCommerce environments. Proven success managing concierge services, supporting facilities, resolving customer concerns, and coordinating cross-functional teams. Adept in operational strategy, post-event logistics, digital order processing, and enhancing customer satisfaction across multiple platforms.
Overview
7
7
years of professional experience
Work History
Facilities Manager
Alliance Building Services
Queens, NY
03.2023 - Current
- Directed post-cleaning operations for major stadium events, ensuring readiness and cleanliness for attendance between 20,000 and 40,000 guests.
- Served as the bridge between customer service, stadium operations, and janitorial teams to address real-time service requests.
- Reported on operational needs (HVAC, lighting, plumbing) directly to building management to ensure uninterrupted service.
- Elevated overall guest satisfaction through detailed follow-ups and facility condition oversight
Assistant Manager ECommerce Ops
40 Acres and A Mule Filmworks
Brroklyn, NY
06.2019 - 03.2023
- Led eCommerce logistics and coordinated order fulfillment, managing vendor deliveries, sample distributions, and product tracking across platforms such as ShipStation and Shopify.
- Responded to customer inquiries, chargebacks, and delivery issues with urgency and professionalism, increasing customer satisfaction and retention by 25%.
- Utilized Excel for tracking shipments, compiling reports, and ensuring accurate documentation.
- Maintained meticulous records of transactions and shipping data, identifying trends and areas for improvement.
Store Manager
Zales The Diamond Store
Queens, NY
09.2018 - 02.2019
- Managed day-to-day operations of luxury retail location, driving sales performance and team engagement.
- Trained associates on concierge-level service delivery and integrated iPad-based online ordering.
- Personally handled VIP clients and customer escalations, consistently exceeding service benchmarks.
Education
Associates of Arts - Liberal Arts
Queensborough CC
Bayside, NY06-2018
Skills
- Conflict resolution
- Guest Experience & Concierge Operations
- Stadium and Facility Management
- Event execution and post-event support
- Multichannel customer support (phone, chat, email)
- Fraud Investigation and Resolution
- Communication
- Microsoft Office Suite & Project Tracking
- Vendor Coordination & Cross-functional Collaboration
- CRM and Tech Tools (Zendesk, Shopify, Slack, Google Suite)
- Inventory Management & Daily Reporting
- Client Services
Timeline
Facilities Manager
Alliance Building Services
03.2023 - Current
Assistant Manager ECommerce Ops
40 Acres and A Mule Filmworks
06.2019 - 03.2023
Store Manager
Zales The Diamond Store
09.2018 - 02.2019
Associates of Arts - Liberal Arts
Queensborough CC
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