Shane Grams
Toledo,Ohio
Summary
Dynamic operations manager with a proven track record at Michaels Craft Store, excelling in customer service and inventory management. Skilled in team leadership and problem-solving, I implemented strategies that enhanced customer satisfaction and optimized stock levels, driving operational efficiency and fostering a motivated workforce.
Adaptable professional with excellent organizational skills and knack for streamlining operations. Well-versed in process optimization and resource management, with strong analytical and problem-solving abilities. Committed to driving efficiency and achieving operational excellence.
Overview
4
4
years of professional experience
Work History
Operational Manager
Michaels Craft Store
04.2025 - Current
- Managed daily store operations ensuring efficient workflow and customer satisfaction.
- Trained team members on operational procedures and safety protocols.
- Implemented inventory management practices to optimize stock levels.
- Coordinated staff schedules to meet peak demand periods effectively.
- Assisted in maintaining visual merchandising standards throughout the store.
- Monitored cash handling processes for accuracy during transactions.
- Resolved customer inquiries and complaints to enhance shopping experience.
- Supported loss prevention strategies through effective team communication.
Customer Experience Manager
Michaels Craft Store
04.2023 - 04.2025
- Enhanced customer satisfaction through effective communication and problem resolution strategies.
- Analyzed customer feedback to identify service gaps and implement improvement initiatives.
- Managed team schedules to ensure adequate coverage during peak shopping periods.
- Implemented inventory management practices that reduced stock discrepancies and improved replenishment processes.
- Established performance metrics to evaluate team effectiveness and drive continuous improvement efforts.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Team Leader
Bistro Catering and Events
01.2022 - 12.2024
- Led team in executing high-quality catering services for diverse events.
- Streamlined workflow processes to enhance service delivery efficiency.
- Coordinated logistics for event setups, ensuring timely completion of tasks.
- Resolved operational challenges promptly, maintaining high customer satisfaction rates.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Assisted in recruitment to build team of top performers.
Front of House Manager
Brix
02.2022 - 08.2023
- Managed daily operations, ensuring seamless front-of-house service and guest satisfaction.
- Trained and mentored staff on customer service protocols and operational procedures.
- Coordinated events and reservations, optimizing space utilization and enhancing guest experience.
- Developed staff schedules, balancing labor efficiency with service demands during peak times.
- Collaborated with kitchen team to streamline communication and improve order accuracy.
- Conducted regular training sessions focused on enhancing team performance and service standards.
- Resolved guests complaints while maintaining positive customer environment.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
Education
High School Diploma -
Findlay High School
Findlay, OH05-2000
Skills
- Customer service
- Operations management
- Decision-making
- Team leadership
- Employee motivation
- Inventory management
- Financial management
- Performance evaluations
- Delegation
- Operations oversight
- Goal setting
- Customer retention
- Problem-solving
- Employee relations and conflict resolution
- Planning and implementation
- Organizational management
- Operational efficiency
- Management
- Superb time management skills
- Project leadership
Timeline
Operational Manager
Michaels Craft Store
04.2025 - Current
Customer Experience Manager
Michaels Craft Store
04.2023 - 04.2025
Front of House Manager
Brix
02.2022 - 08.2023
Team Leader
Bistro Catering and Events
01.2022 - 12.2024
High School Diploma -
Findlay High School