Shatana Gilmore
Philadelphia
Summary
Results-driven retail operations professional with over 22 years of leadership experience. Expertise in team building, operational management, and regulatory compliance. Skilled in managing complex inventories and enhancing customer experiences across diverse settings, including retail and government. Strong background in employee development, merchandising, and cash accountability.
Overview
24
24
years of professional experience
1
1
Certification
Work History
General Manager 2A
Commonwealth of Pennsylvania Liquor Control Board
11.2004 - 05.2022
- Cultivated a successful career through progressive promotions and expanded responsibilities in Pennsylvania’s largest retail operations.
- Demonstrated the ability to adapt to evolving business needs while maintaining strict compliance with state regulations governing the sale and distribution of wine and spirits.
- Directed daily retail operations while ensuring adherence to Commonwealth policies, procedures, and liquor control regulations.
- Supervised, trained, coached, and evaluated employees to maintain high standards of customer service and operational performance.
- Oversaw store profitability by implementing effective inventory control, merchandising strategies, labor management, and loss prevention practices.
- Investigated and resolved customer concerns professionally while protecting company interests.
- Maintained compliance with safety standards, operational policies, and state-mandated procedures.
- Led teams through operational changes, product launches, seasonal demand increases, and policy updates.
- Built strong customer relationships through product knowledge and service excellence.
- Successfully managed high-volume retail environments while maintaining organization, accuracy, and productivity.
- Demonstrated reliability, professionalism, and leadership, achieving multiple promotions due to consistent performance throughout tenure.
Warehouse Operations & Forklift Operator
Commonwealth of Pennsylvania Liquor Control Board
08.2005 - 06.2006
- Supported warehouse distribution functions within the Pennsylvania Liquor Control Board supply chain operation.
- Operated forklifts and material handling equipment safely and efficiently.
- Loaded, unloaded, moved, and organized inventory throughout warehouse facilities.
- Maintained inventory accuracy and storage compliance.
- Followed workplace safety procedures and warehouse operating standards.
- Assisted with shipping, receiving, stocking, and order fulfillment activities.
- Collaborated with warehouse teams to meet productivity goals and distribution deadlines.
- Completed Wine and Spirits Tasting Training, enhancing product knowledge and customer consultation capabilities.
Cleaning Services Technician
HGO & ABM Cleaning Services
05.2003 - 07.2004
- Delivered professional facility maintenance services while adhering to company standards and safety procedures.
- Performed detailed cleaning and sanitation of commercial facilities.
- Followed established company procedures and quality standards.
- Maintained safe working environments for employees and customers.
- Demonstrated reliability, efficiency, and attention to detail.
- Contributed to overall facility appearance and operational readiness.
Customer Service Associate
Sears Portrait Studio
05.2003 - 05.2004
- Created positive customer experiences while supporting portrait sessions and studio operations.
- Assisted customers throughout the photography and portrait selection process.
- Scheduled appointments and managed customer records.
- Handled transactions and maintained accurate payment records.
- Promoted studio products and packages.
- Maintained a welcoming environment focused on customer satisfaction.
Temporary Clerical Support
GlaxoSmithKline
02.2003 - 02.2004
- Provided administrative and clerical support within a fast-paced pharmaceutical environment.
- Maintained records and documentation with a high level of accuracy.
- Processed data entry and filing assignments.
- Assisted departments with administrative workflow and office organization.
- Supported staff with document preparation and record management.
- Demonstrated attention to detail and confidentiality when handling sensitive information.
Team Member
Chuck E. Cheese
Philadelphia
04.1998 - 09.1999
- Gained foundational workplace experience in customer service and teamwork through youth employment program, fostering responsibility.
- Assisted guests in family-focused entertainment environment, enhancing their overall experience.
- Developed communication and customer service skills, effectively addressing guest needs.
- Developed communication and customer service skills, effectively addressing guest needs.
- Supported food service, game area monitoring, and facility cleanliness.
- Assisted in maintaining cleanliness and organization of gaming areas and dining spaces.
- Gained foundational workplace experience in customer service and teamwork through youth employment program, fostering responsibility.
- Practiced professionalism in workplace settings, collaborating effectively with team members.
Education
Some College (No Degree) - Project Management
Community College of Philadelphia
Philadelphia, PASkills
- Retail Operations Management
- Supply Chain Management
- Logistics Coordination
- Inventory Control & Merchandising
- Customer Service Excellence
- Beverage Management
- Operational Strategy
- Performance Management
- Regulatory Compliance
- Policy Implementation
- Cash handling
- Team leadership
- Employee training
- Labor management
- Conflict Resolution
Certification
- Forklift Certification
- Wine & Spirits Tasting Training
- Retail Operations Training
- Management & Leadership Development
- Customer Service Training
- Workplace Safety & Compliance Training
Professional Highlights
What distinguishes my career is a demonstrated progression from entry-level retail positions to executive-level store leadership through dedication, performance, and adaptability. Throughout nearly two decades with the Commonwealth of Pennsylvania Liquor Control Board, I consistently embraced greater responsibility, mastered complex operational procedures, led diverse teams, and maintained strict compliance with regulatory requirements. My career reflects a commitment to serving customers, supporting employees, improving operations, and upholding organizational standards while delivering results in both retail and warehouse environments.
Timeline
Warehouse Operations & Forklift Operator
Commonwealth of Pennsylvania Liquor Control Board
08.2005 - 06.2006
General Manager 2A
Commonwealth of Pennsylvania Liquor Control Board
11.2004 - 05.2022
Cleaning Services Technician
HGO & ABM Cleaning Services
05.2003 - 07.2004
Customer Service Associate
Sears Portrait Studio
05.2003 - 05.2004
Temporary Clerical Support
GlaxoSmithKline
02.2003 - 02.2004
Team Member
Chuck E. Cheese
04.1998 - 09.1999
Some College (No Degree) - Project Management
Community College of Philadelphia