Shamel Lawrence
Brooklyn,NY
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
9
9
years of professional experience
Work History
Customer Manager
Old Navy
300 West 125th Street
07.2019 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Established performance and service goals and held associates accountable for individual performance.
Operations Manager
Sephora
310 West 34th Street
03.2015 - 07.2019
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Devised processes to boost long-term business success and increase profit levels.
Education
High School Diploma - Criminal Justice
Far Rockaway High School
821 Beach Channel Drive06.2002
Skills
- Performance Tracking and Evaluations
- Managing Customer Relationships
- Critical Thinking
- Customer Transactions
- Customer Traffic Management
- Managing Operations and Efficiency
- Weekly Payroll
- Customer Feedback
- Employee Coaching and Motivation
- Hiring and Training
- Employee Coaching and Mentoring
- Staff Development
- HR understanding
Timeline
Customer Manager
Old Navy
07.2019 - Current
Operations Manager
Sephora
03.2015 - 07.2019
High School Diploma - Criminal Justice
Far Rockaway High School