Shantae Brown
Glasford,IL
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
1
1
Certification
19
19
years of professional experience
Work History
Assistant Manager
Sam's Club
Peoria, Illinois
04.2026 - Current
- Coordinated shift coverage scheduling and tracked attendance for hourly associates to ensure adequate staffing.
- Oversaw employee attendance records, timekeeping, and payroll information to ensure accuracy and compliance.
- Resolved member concerns and escalated complex issues to maintain high service quality.
- Worked with managers on sales floor execution and daily operational readiness.
- Supported club associates across sales floor, front end, and backroom operations at Sam's Club.
- Applied safety, sanitation, and compliance standards across club operations.
- Completed regular performance reviews to identify employee improvement areas.
- Organized staff workload to ensure efficient operations. and set priorities and goals.
- Stayed calm and professional in stressful situations and diffused tense interactions.
- Evaluated job applicants' resumes for qualifications and fit and conducted phone and in-person interviews with candidates.
Team Leader
HGS
Peoria, Illinois
08.2019 - 04.2026
- Led cross-functional teams to enhance operational efficiencies and achieve project milestones.
- Developed training programs to mentor team members and improve overall performance.
- Implemented quality control measures to ensure adherence to company standards and client expectations.
- Fostered a collaborative environment, enhancing team communication and boosting morale.
- Analyzed performance metrics to identify areas for continuous improvement and strategic adjustments.
- Established performance benchmarks for the team, tracked progress, and delivered constructive feedback.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Built and maintained strong client relationships, leading to repeat business and referrals.
- Promoted a positive work environment by fostering open communication and encouraging teamwork among employees.
- Strong organizational, time management, extreme multi-tasking with excellent verbal/written communication
- Excels in fast pace, high pressure work environment
- Implemented proactive recognition programs, enhancing employee morale and contributing to higher retention rates.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Applied skills in Microsoft Office tools, such as Excel for data analysis, PowerPoint for presentations, and SharePoint for document management.
- Developed skills in handling customer accounts through various communication methods, including SMS, web, email, and phone.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Helped set and manage objectives for quality, productivity and compliance.
- Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
- Provided effective leadership during periods of change or transition within the organization.
- Adhered to applicable guidelines and requirements, and assisted the team in doing same.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Created and completed personnel action forms for hires, separations, title changes and terminations.
- Used ticketing systems to manage and process support actions and requests.
- Tested new software and hardware prior to deployment.
- Led change management efforts during organizational restructuring, maintaining high levels of employee engagement and operational efficiency.
- Designed training materials and conducted workshops to optimize chat management skills among team members.
- Resolved escalated customer issues promptly by communicating directly with customers or coordinating with relevant departments as necessary.
- Created comprehensive training materials, ensuring clarity and accessibility for diverse learning styles.
- Served as a trusted mentor to countless employees, guiding them through challenging transitions into their respective roles within the organization.
Photo Technician
Walgreens
11.2011 - 01.2020
- Processed customer photo orders efficiently using industry-standard equipment and software.
- Assisted customers with selecting photo products and provided technical support for services offered.
- Trained new staff on photo processing techniques and customer service best practices.
- Implemented workflow improvements to streamline photo department processes, enhancing productivity.
- Monitored inventory levels of photographic supplies, ensuring timely replenishment.
- Enhanced customer loyalty through exceptional service by delivering exceptional customer service through friendly interactions and expert product knowledge.
- Consistently met tight deadlines by effectively managing workload and collaborating with team members.
- Analyzed operational procedures to identify areas for improvement and streamline processes for efficiency.
- Trained employees on procedures for handling money, printing photographs, and restocking supplies to ensure operational consistency.
- Inspected shipments for accuracy, reporting discrepancies to management promptly.
- Performed daily maintenance and cleaning of photographic processing equipment, which promoted continued functionality.
Assistant Manager
Dollar General
08.2007 - 08.2011
- Supervised daily store operations, ensuring compliance with company policies and procedures.
- Developed schedules to optimize team performance during peak hours and special events.
- Fostered positive work environment through effective communication and conflict resolution.
- Implemented inventory management practices, maintaining optimal stock levels and minimizing shrinkage.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Opened and closed location, monitoring shift changes to ensure operational efficiency.
Education
High School -
Christian Life Academy
Creve Coeur, IL05-2005
Skills
- Sales floor execution
- Customer relationship management
- Regulatory adherence
- Staff management
- Staff training and development
- Workload management
- Multitasking and organization
- Time management
- Problem solving
- Effective communication
- Adaptability
- Customer relations
References
Michael Licare, Director of Operations - 817-690-8313
Stacey Remmert, Assistant Director of Operations -309-264-0226
Evelyn Wells, Operations- 859-462-7397
Tiffany Bolden-915-234-9191
April Mottram-309-251-0344
Certification
- IL Food Handling license
- 3 Ready Now Management Courses
- Six Sigma Black Belt
Timeline
Assistant Manager
Sam's Club
04.2026 - Current
Team Leader
HGS
08.2019 - 04.2026
Photo Technician
Walgreens
11.2011 - 01.2020
Assistant Manager
Dollar General
08.2007 - 08.2011
High School -
Christian Life Academy