SHANEQUA KING
Augusta,Georgia
Summary
Dedicated Operations Manager dedicated to employing proven methods and cutting-edge technology to meet business performance expectations. Recognized for successful implementation of measures to cut costs, streamline operations and increase productivity. Detailed approach to maintaining high threshold for business operations.
Overview
18
18
years of professional experience
Work History
Operations Manager
Xclusive Swimwear LLC
Augusta , GA
01.2019 - 12.2024
- Built strong operational teams to meet process and production demands.
- Responded to information requests from superiors, providing specific documentation.
- Implemented successful business strategies to increase revenue and target new markets.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Coordinated cross-functional teams to ensure timely delivery of products and services.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Created detailed reports on the performance of individual departments within operations.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Oversaw financial management, budget management, accounting and payroll activities.
- Measured and reviewed performance via KPIs and metrics.
- Negotiated contracts with vendors and service providers, securing favorable terms.
- Collaborated with team leaders on quality audits.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Implemented campaigns and promotions to help with developing goods and services.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Planned delivery routing, team workflows, and promotional initiatives.
- Delegated work to staff, setting priorities and goals.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
Warehouse Supervisor
Eclipse Advantage
Port Wentworth, Georgia
12.2012 - 12.2019
- De-escalate consumer calls by displaying empathy and effective listening skills
- Handle inbound calls in reference to accounting, billing, and etc
- Sold by T-Mobile and Third party companies
- Walk customers through troubleshooting steps that fall within safety guidelines on their equipment
- Meet a sales quota in reference to devices, accessories and warranties
- Provided floor support meaning, walking the call center floor and assisting agents that needed escalated help on a call
- Trained and mentor associates to teach daily tasks and procedures
- Monitored employee performance and identified performance gaps for corrective action
- Established store tactics and strategies to achieve operational performance and sales goals
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving
- Abide by a company implemented call metric
- Provide world class customer service
- Probe for adjacent issues, with resolving calls
- Answers incoming telephone calls and responds to customer requests regarding service issues in a timely and accurate manner
- Uses computer systems to identify, research and resolve customer issues
- Provides customers with an accurate and thorough diagnosis of their problem, with a focus on 'one call 'one call resolution'
- Maintains regular attendance to be available to the customer as scheduled in order to meet business objectives
- Describes and demonstrates the features, benefits and value of T-Mobile product offerings, services, and billing procedures
- Completes sales order forms, documents and reports as required
- Uses computer systems to identify, research, and resolve customer issues; researches billing issues and misapplied payments
- Maintains sense of urgency and consistently meets deadlines when responding to customer issues
Expert Customers Service Rep/Store Manager of Operations
T-Mobile
Columbia , SC
03.2007 - 12.2012
- De-escalate consumer calls by displaying empathy and effective listening skills
- Handle inbound calls in reference to accounting, billing, and etc
- Sold by T-Mobile and Third party companies
- Walk customers through troubleshooting steps that fall within safety guidelines on their equipment
- Meet a sales quota in reference to devices, accessories and warranties
- Provided floor support meaning, walking the call center floor and assisting agents that needed escalated help on a call
- Trained and mentored associates to teach daily tasks and procedures
- Monitored employee performance and identified performance gaps for corrective action
- Established store tactics and strategies to achieve operational performance and sales goals
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving
- Abide by a company implemented call metric
- Provide world class customer service
- Probe for adjacent issues, with resolving calls
- Answers incoming telephone calls and responds to customer requests regarding service issues in a timely and accurate manner
- Uses computer systems to identify, research and resolve customer issues
- Provides customers with an accurate and thorough diagnosis of their problem, with a focus on 'one call 'one call resolution'
- Maintains regular attendance to be available to the customer as scheduled in order to meet business objectives
- Describes and demonstrates the features, benefits and value of T-Mobile product offerings, services, and billing procedures
- Completes sales order forms, documents and reports as required
- Uses computer systems to identify, research, and resolve customer issues; researches billing issues and misapplied payments
- Maintains sense of urgency and consistently meets deadlines when responding to customer issues
- Updated databases with new and modified customer data.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Completed day-to-day duties accurately and efficiently.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Education
Associate of Arts -
BUSINESS MANAGEMENT
06-2009
High School Diploma -
Augusta Technical College
Augusta, GA07-2007
Skills
- Employee Counseling
- Laborer Oversight
- Safety Procedures
- Staff Training
- Personnel Management
- Time and Wage Tracking
- OSHA Compliance
- Email and Phone Communication
- Critical Thinking
- Attention to Detail
- Customer relations specialist
Timeline
Operations Manager
Xclusive Swimwear LLC
01.2019 - 12.2024
Warehouse Supervisor
Eclipse Advantage
12.2012 - 12.2019
Expert Customers Service Rep/Store Manager of Operations
T-Mobile
03.2007 - 12.2012
Associate of Arts -
BUSINESS MANAGEMENT
High School Diploma -
Augusta Technical College