Shannon Eames
Garner,NC
Summary
Dynamic Auditing/Data Repair Manager at the North Carolina Department of Adult Correction, skilled in operations management and team building. Successfully led the Kaizen Project to streamline auditing processes, enhancing efficiency. Proven expertise in training and coaching staff, alongside extensive knowledge of data retrieval systems, ensuring accuracy and compliance in complex administrative functions.
Overview
21
21
years of professional experience
Work History
Auditing/Data Repair Manager
North Carolina Department of Adult Correction
02.2004 - 05.2025
- Managed daily operations, ensuring timely completion of tasks and maintaining a well-organized work environment.
- Supported the Office Manager with various tasks such as preparing reports or presentations for executive-level meetings.
- Streamlined office procedures by implementing efficient filing systems and managing schedules.
- Served as liaison between management and staff, effectively resolving conflicts and fostering positive relationships.
- Provided exceptional customer service by responding promptly to inquiries from clients or stakeholders both in-person and via phone or email correspondence.
- Handled sensitive information with discretion by adhering to confidentiality protocols at all times.
- Developed comprehensive record-keeping systems that made it easier for employees to access essential documents quickly.
- Assisted in recruitment efforts, interviewing candidates and onboarding new hires for a seamless transition into the company.
- Collaborated closely with other departments in order to achieve shared goals efficiently.
- Implemented time-saving techniques to optimize administrative processes, increasing overall efficiency within the office.
- Cultivated a professional atmosphere by maintaining open lines of communication among team members.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Kept high average of performance evaluations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- I was responsible for supervising the Auditing and Data Repair sections of Combined Records. These sections are responsible for auditing Criminal court sentences for errors/discrepancies according to the North Carolina General Statutes.
- I also answer telephone calls/emails from all 100 county clerk offices as well as questions from DA's, Public Defenders and deal one on one with the public on a daily basis.
- I have almost 20 years of experience with a broad array of computer programs including but not limited to Microsoft office (Word, Excel, PowerPoint, Access), ACIS, and OPUS. I am also very comfortable with office equipment like computer systems, fax machines, copiers, and multi-line telephone systems to name a few. I am also familiar with the FIORI system for time management as well as NCVIP for Employee Job Performance entries as well as any trainings I have been assigned to complete or requested. I am familiar with SAP systems from being a previous Supervisor.
- I have served as back-up to the prior Assistant Director of the Release, EDMS and Classification sections of Combined Records due to departmental needs.
- I have assumed the role in managing (1) Administrative Officer II Supervisor position within the EDMS/Classification sections and (1) Administrative Specialist II-Release Specialist Lead position within the Release Management section as well as (4) Administrative Specialist I's.
- I served as Program Coordinator IV under the other Assistant Director of Sentencing (including training specialist and Data Repair positions), Detainers/SMCP/JRA sections to coordinate, facilitate, and ensure the smooth functioning of all areas within the Combined Records office. I shared the responsibility with the other Assistant Director for the oversight and processing of the more complex technical requests and court orders pertaining to the merging, unmerging, expungement and data repair of offender's prison and/or Community Supervision records. Through this process I thoroughly reviewed offender data in the Offender Population Unified System (OPUS) and adjusted, expunged, removed, or merged offender data within the system. I worked closely and coordinated all processes with the various requesting DAC agencies and the DBA/DIT programmers to complete the various processes.
- I possess considerable knowledge of the principles and practices of public and business administration. I have proven ability to initiate and install administrative programs and procedures and to evaluate their effectiveness. I have demonstrated ability to exercise judgement and discretion in establishing, applying, and interpreting policies and procedures and to plan, assign, and supervise the work of subordinate employees. I have documented ability in establishing and maintaining effective working relationships with agency personnel, officials, and the general public.
- In late 2024 I was Head of the Kaizen Project for our department and helped facilitate project sessions between my office, the Parole Commission, MIS and IT. This project was commissioned and blessed by the previous Deputy Director and was successfully launched to aid in the lessening of time between the audit of a sentence(s) to when they were made available in our EDMS program. I possess proven knowledge and ability to understand and interpret the North Carolina General Statutes and Prisons Policies and Procedures, Rules, and Regulations as they affect release of offenders.
- I also have proven knowledge and ability to serve as backup to the Director; and to serve in the capacity of acting Director and provide oversight to the Auditing, JRA and Detainer Services sections when needed.
- I possess extensive knowledge of expungements, merges, unmerges and almost 20 years OPUS mainframe experience to ensure accuracy of any data repairs and to serve as a Liaison for Combined Records and the DIT Programmers.
- I have the ability and experience to provide remote (online) assistance to clients and all stakeholders. I also have the experience and ability to communicate clear effective oral and written communication.
- I also have experience with assisting my HR department with job postings including employee job descriptions, interview questions and KSA's, reference checks, and interview scheduling. I was frequently asked to be a member of an interview team for other sections position postings as well as conducting my own for in-house staff.
Store Manager
Kilwins Chocolates & Ice Cream
03.2011 - 01.2013
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
Skills
- Training and coaching
- Employee supervision
- Operations management
- Scheduling and calendar management
- Workflow optimization
- Data retrieval systems
- Documentation and control
- Policy and procedure modification
- Performance monitoring
- Meeting planning
- Workflow planning
- Data inputting
- Database administration
- Team building
- Organizational skills
- Office management
Accomplishments
I completed First Steps Management training as well as PEAK Performance Management training. This assisted in the enhancement of my management skills as well as employee relations through understanding common principles and business ethics.
I also led and facilitated a departmental Kaizen project to maintain job efficiency through accuracy and transparency.
Timeline
Store Manager
Kilwins Chocolates & Ice Cream
03.2011 - 01.2013
Auditing/Data Repair Manager
North Carolina Department of Adult Correction
02.2004 - 05.2025
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