Sharleen Morgan
Lithonia,GA
Summary
Seasoned Operations Manager and talented leader with 17 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
19
19
years of professional experience
Work History
Operations Manager
Tastee Spoon
2018.04 - Current
- Supervised Kitchen Staff, Cashier and Servers to keep employees compliant with company policies and Safe Serve procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply through excel to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed service deadlines.
- Developed and maintained relationships with external vendors and suppliers.
- Interacted well with customers to build connections and provide exceptional experiences.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Managed marketing, Google reviews and in-house feedback to push business needs.
- Monitored daily cash discrepancies, inventory shrinkage and walkouts.
Customer Service Manager
Hyundai Capital America
2010.05 - 2018.03
- Managed a team of 13 analysts for inbound Customer Service, Lease End and Back Office. The team handled both Retail and Lease vehicle account for Hyundai, Kia and Genesis finance.
- Managed Back Office processes of Registration, sales tax, and mail correspondence.
- Managed the process for Substitution of Collateral with manufacturers of HMA, KMA and GMA.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and enforced compliance of HCA department policies and procedures.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Conducted and administered Annual Performance Review for each team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Service Sr Specialist
CarMax Auto Finance
2004.10 - 2010.05
- Assisted supervisor to manage a team of 20 analyst for Retail vehicles for inbound CarMax finance calls.
- Coordinated and facilitate all department meetings that provide company updates, policy changes and associate satisfaction recognition.
- Entered customer data into system and communicated service concerns with the customer service department.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customers escalated calls and emails to answer questions about products and services.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Coordinated customer service responses for high-value customers with complex issues as leading representative of the Customer Service team.
- Investigated and resolved customer inquiries and complaints quickly.
- Conducted live/recorded call monitors to ensure quality, compliance and identify training needs for associate.
- Manage the approval process of all Out of Country and Soldiers and Sailors Relief Act requests.
Education
High School Diploma -
Malverne Senior High School
Malverne, NY1998
Skills
- Process Improvement Strategies
- Project Management
- Staff Training
- Policy and Procedure Implementation
- Microsoft Office
- Inventory Control
- Process Improvement
- Time Management Skills
- Leadership
Timeline
Operations Manager
Tastee Spoon
2018.04 - Current
Customer Service Manager
Hyundai Capital America
2010.05 - 2018.03
Customer Service Sr Specialist
CarMax Auto Finance
2004.10 - 2010.05
High School Diploma -
Malverne Senior High School
Similar Profiles
Nevaeh SeivrightNevaeh Seivright
Team Member at Tastee SpoonTeam Member at Tastee Spoon
Sadie FolkertSadie Folkert
Server at Tastee TreatServer at Tastee Treat
Clare HuffClare Huff
Waitress at Galax Tastee FreezeWaitress at Galax Tastee Freeze