Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Shaunta Blaylock

Walkertown,NC

Summary

Seasoned Operations Manager and talented leader with over 20 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

30
30
years of professional experience

Work History

Operations Manager

OSL Retail Services
11.2022 - Current
  • OSL Retail Services is a Canadian sales solutions agency that help brands connect with and convert customers. While employed at OSL my main customer was Wal-Mart.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Oversee multiple districts operations day to day
  • Mentoring of District Managers, Area Managers, potential future management staff
  • Hiring of management staff
  • Weekly communication with recruiters, HR, VP, customers
  • Establish consistent task execution- SOP's
  • Strong dedication to operations, project management, maintaining meaningful relationships with key stakeholders, including clients, colleagues, direct reports, management, and business partners.
  • Develop and provide daily, weekly, monthly performance reporting to internal & external stakeholders
  • Accountable for maintaining and improving our team’s Quality Metrics, driving accountability, ethical practices, trust, and consumer satisfaction
  • Help build new teams from scratch
  • Performance management metrics (Quality PPM) & Incentive ideation to support Quality KPIs
  • Flexibility to work beyond traditional business hours, including holidays, evenings and weekend, as needed
  • Monitor key metrics from P & L's

Customer Service Manager/Lead Analyst

CJ Logistics
06.2021 - 11.2022


  • CJ Logistics is a multilingual logistics company who offered a wide range of services such as air and sea freight, warehouse and distribution,contract logistics and e-commerce logistics. While there my main customer was R.J.Reynolds.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Effectively supervised staff personnel by implementing company policies, protocols, work rules and disciplinary action.
  • Warehouse atmosphere inbounds and outbound deliveries
  • Inventory
  • Reviewed files, records and other documents to obtain business information and key data informing responses to development requests
  • Maintain federal tax reporting and billing
  • Approved regular payroll submissions for employees
  • Cross-trained existing employees to maximize team agility and performance
  • Developed and maintained relationships with customers and suppliers through account development
  • Monitored and supported progress of plant production orders by managing shop capacity and loading functions at several facilities
  • Accomplished multiple tasks within established timeframes
  • Collected, arranged and input information into database system.
  • SAP/WMS systems
  • Managed two site locations/ 24hr operation
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
  • Managed OS&D's process
  • Took ownership of customer issues and followed problems through to resolution.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.

Service Delivery Manager

Chime Solutions
08.2019 - 06.2021
  • Chime Solutions was a multifaceted company who provided call center services to corporate clients in various industries like finance,healthcare,insurance and technology. In my previous role I had the privilege of working with clients such as Bank of America, AT&T, American Airlines just to name a few.
  • Supervised operations customer service desk staffed of 30 team members with focus on insurance and 401K.
  • Coordinated administrative tasks performed by client associates
  • Managed third party contracts to ensure delivery of required services
  • Coordinated staff resources, including overtime requirements
  • Coordinated and led internal and external site team meetings
  • Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support
  • Coordinated new hire recruitment, training and development
  • Trained new staff on job duties, company policies and safety procedures for rapid onboarding


  • Attended staff and client meetings and served as liaison to manage operations for account.
  • Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.

District Manager

PICS Inventory
05.2018 - 04.2019
  • -Established high level of client satisfaction
  • -Schedule Inventories/ Conduct Inventories.
  • -Develop and train Area Managers/Team Leaders.
  • -Forecast needs for people, equipment, supplies, and transportation.
  • -Hire, Train and Motivate to meet district needs
  • -Performed improvement plans employees in order to improve performance results.
  • -Control over all district expenses.
  • -Sales calls on mid-size accounts
  • Team of 100+
  • Successfully managed budgets and allocated resources to maximize productivity and profitability
  • Evaluated employee performance and conveyed constructive feedback to improve skills

District Manager

RGIS
06.1994 - 02.2018
  • RGIS is business focused in inventory management solutions to help improve inventory accuracy and data collection. Serviced a wide range of customers from small mom and pop locations to major brand names such as Target, Lowes Hardware, Macy's, Publix, Home Depot
  • Managing, maintaining and improving operational effectiveness of the district office
  • Provide customer service to ensure a positive customer service experience. While addressing customer inquiries and concerns and resolve as needed.
  • Plan/ coordinate schedules of managers and events to optimize productivity.
  • Manage P&L
  • Provide coaching / feedback
  • Skilled at getting individuals, teams to perform at higher levels
  • Located, developed, and promoted talented employees to cultivate collaborative and hardworking leadership team.
  • Well organized, can work on multiple tasks at once without losing track, foresees and plans around obstacles.
  • Ensure compliance with all company polices or procedures
  • Audit / review all timesheets
  • Build strength with Succession Planning
  • Hire and Train current and new employees-mentor neighboring districts
  • Direct customer service industry where service is delivered 24 hours a day, seven days a week, and the ability to solve customer issues as they arise
  • Ensure compliance with laws and regulations and safety.
  • Implement solutions to improve overall performance.

Education

Business Administration And Management

East Carolina University
Greenville, NC

Skills

  • Strategic planning
  • Staff recruiting
  • Business development
  • Business analysis
  • Budgeting
  • Staff management
  • Leadership skills
  • Effective leader
  • Efficient multi-tasker
  • Verbal and written communication
  • Timeline management
  • Recruitment
  • Customer service-oriented
  • Conflict resolution
  • Staff training/development
  • Performance improvement

Accomplishments

  • Supervised teams of over 150 staff members.
  • Multiple awards: Rookie of the Year, Top 10 District, Top P&L,District of the quarter, Most Improved District, MVP
  • Test district for new procedures or equipment
  • Relocated 7 times for the company

Timeline

Operations Manager

OSL Retail Services
11.2022 - Current

Customer Service Manager/Lead Analyst

CJ Logistics
06.2021 - 11.2022

Service Delivery Manager

Chime Solutions
08.2019 - 06.2021

District Manager

PICS Inventory
05.2018 - 04.2019

District Manager

RGIS
06.1994 - 02.2018

Business Administration And Management

East Carolina University

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Shaunta Blaylock