Summary
Work History
Education
Skills
Timeline
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SHAPHAN MARLOW

Summary

OPERATIONS / TRAINING / SALES MANAGER WHO BUILDS GREAT TEAMS Strategic operations, sales, and training leader who is a catalyst for innovation, change, and operational improvements. Expertise in turning around under-performing business units and sales teams. Keen talent for developing and leading high performing teams. Enjoys coaching others to maximize their potential. Ability to organize, multitask, and prioritize in fast-paced environment. Strategic Planning Client Relations & Retention Training and Development Project Management Microsoft Office Performance Management Operations Management Process Improvement Business Development / Sales Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Work History

Director of Operations

Amy Marlow
Grand Rapids, MI
  • Subculture Hair Design
  • Oversee daily operations, including record keeping, budgeting, inventory, sales, and marketing
  • Established schedules and managed all human resource functions, including interviewing, hiring, performance evaluation, conflict resolution, and disciplinary procedures
  • Mediated complaints to increase customer satisfaction, referrals, and repeat business
  • Implemented and trained sales associates through goal creation and sales strategies
  • Oversaw day-to-day production activities in accordance with business objectives.
  • Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.

Merchandise Manager/ Designer/World Tour Sales

Forefront Records
Nashville, TN
  • Oversaw all aspects of touring including merchandise designs for upcoming tours
  • Sold merchandise on several world tours and trained new staff at every event
  • Managed revenue from merchandise sales in excess of $100K daily through the length of tour.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Ensured all aspects of the stage were ready for performance (lighting, sound, stage placement) before each performance.
  • Primary point of contact for all vendor relationships.
  • Oversaw marketing, PR and location-specific promotions.
  • Coordinated accommodations for crew and tour transportation between destinations.
  • Located vendors for necessary supplies and equipment and organized on-time deliveries.
  • Supported team in delivering top-shelf tour entertainment by smoothly handling operational needs.
  • Developed relationships with clients and potential clients to improve business growth.

Front of House Manager

Ada Bar And Grille
Ada, MI
  • Managed day-to-day FOH operations to drive quality, standards and meet customer expectations.
  • Managed event logistics and operations.
  • Coordinated schedules and timelines for events.
  • Performed event coordination for larger parties and gatherings.
  • Selected and ordered décor and event materials.
  • Planned large-scale events such as trade shows, conferences, and meetings.
  • Performed cash handling activities and secured nightly bank deposits.
  • Addressed guest concerns and resolved all issues to guests' satisfaction.
  • Adhered to safe work practices, food safety regulations and corporate guidelines.
  • Organized large catered events of well over 500 in attendance.

Front of House Manager

Bay Pointe Resort And Restaurant
Shelbyville, MI
  • Managed day-to-day FOH operations to drive quality, standards and meet customer expectations.
  • Performed cash handling activities and secured nightly bank deposits.

Store Manager

Best One Fleet Services
Holland, MI
  • Managed a small team of Techs, that handled semi fleets, agriculture farm tires and wheels
  • Handled all customer sales, training, and evaluations
  • Real Estate Agent: Key Realty
  • Performs complete sales cycle, including prospecting, business development, negotiations, contact development, and closing
  • Analyzes, evaluates, and forecasts market and trends, using data to drive strategic planning, goals, and strategies
  • Develops and implements social media strategy, increasing brand awareness and engagement
  • Managed inventory control, cash control and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.

Assistant Store Manager

Walgreens
Grand Rapids, MI
  • Provided leadership to 25 employees while managing operations, sales, and customer service
  • Defined and executed store's training & development strategy in alignment with corporate
  • Set guidelines to evaluate operational effectiveness and efficiency across all departments
  • Assessed staffing, interviewed, hired, trained, mentored, and coached employees
  • Improved and streamlined processes and procedures
  • Created and monitored customer service standards for staff
  • Initiated ongoing performance management check-ins to increase goal-achievement, accountability, and cultural alignment
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.

Retention Supervisor

Charter Communications
Walker, MI
  • Handled incoming calls on all customer service-related inquiries, order changes, & status updates
  • Educated customers on benefits of products and services
  • Increased customer retention and revenue by offering and up-selling solutions to best fit the customer's needs
  • Increased revenue through suggestive selling of products to the customer
  • Awarded “Top Performer of Sales and Retention” Award for 2 years consecutively
  • Utilized knowledge of customer experience to create specialized plans for customer retention.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.

Dispatch Manager

Package Jet LLC (Amazon)
Grand Rapids, MI
  • Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
  • Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
  • Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
  • Recruited, interviewed and selected employees in compliance with hiring practices and minimum standards of qualification and recommended personnel for promotion, demotion or reclassification to meet staffing requirements.
  • Trained and mentored [Number] new personnel hired to fulfill various roles.

Education

Bachelor of Science - Business Administration in Management

Davenport University
Grand Rapids, MI
2014

Skills

  • Training and Development / Talent Development
  • Performed all aspects of training and development across various jobs, including interviewing, hiring, onboarding, training, coaching, mentoring, curriculum design, and performance management
  • Launched new training programs on customer service, sales, and management
  • Supervised events of 500 participants, from planning, coordinating, identifying vendors, and setting up to execution and tear down
  • Managed music tour merchandise sales in excess of $100
  • K daily
  • Operations and Management
  • Managed teams of up to 100 people through leadership, collaboration, and accountability
  • Improved cost control through process improvements and rigorous management of labor and inventory, producing regular increases in gross margin, EBITA, and flow-through profit
  • Analyzed operational performance of restaurant, identified opportunities for improvement, and drove complete procedural workflow transformation, resulting in sales growth of 30%
  • Rejuvenated lackluster operational and sales performance across 3 store locations
  • Revolutionized culture and employee morale from low to top performing store as evidenced by sales growth
  • Increased salon sales by 20% monthly through the delivery of exceptional business acumen
  • Through launch of sales and marketing strategies, increased restaurant sales by 45%
  • Earned #1 Store Recognition in the company, 6 months consecutively
  • Nonprofit Communications
  • Facility Improvement
  • Performance Analysis
  • Business Management
  • Operational Leadership
  • Accounts Payable and Accounts Receivable

Timeline

Director of Operations

Amy Marlow

Merchandise Manager/ Designer/World Tour Sales

Forefront Records

Front of House Manager

Ada Bar And Grille

Front of House Manager

Bay Pointe Resort And Restaurant

Store Manager

Best One Fleet Services

Assistant Store Manager

Walgreens

Retention Supervisor

Charter Communications

Dispatch Manager

Package Jet LLC (Amazon)

Bachelor of Science - Business Administration in Management

Davenport University
SHAPHAN MARLOW