Shawn Horton
Glendale,AZ
Summary
Highly skilled Service Manager with relevant background in leading customer-focused teams and implementing effective service strategies. Strong managerial capabilities, including team leadership, problem-solving skills, and a keen ability to multitask under pressure. Demonstrated success in improving customer satisfaction levels, streamlining operations, and fostering positive work environments. Recognized for consistently exceptional results in productivity, revenue, and safety management.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Manager (Sprinkler T&I)
Cintas Fire Protection
Phoenix, AZ
01.2021 - Current
- Grown sprinkler team from 6 partners to 12 at its largest, all of which have certifications
- Achieved outstanding results in both Internal Growth and Net Income leading to over 50% growth in the department in two years
- Through working alongside my technicians gained a working knowledge of sprinkler systems and achieved NICET 1 certification
- Working as a mentor for SM in F34
- Recognized for my results and leadership abilities by being recommended for first ever Service Manager’s Captain’s Club in 2023
- Successfully overseeing Safety Program for entire state since 2021, leading to VPP renewal status in 2023
Service Manager (Core)
Cintas Fire Protection
Phoenix, AZ
01.2020 - 01.2021
- Oversaw a Core team that grew from 8 to 14 partners under my leadership
- Achieved outstanding fiscal results in both Internal Growth and Net Income during my tenure as manager
- Learned the fire business and the Core codes well enough to achieve CSA in fire extinguisher inspections within first quarter of employment
- Able to minimize turnover and drive engagement, leading to only one partner lost in my tenure
Store Team Leader
Big Lots
Glendale, AZ
01.2015 - 01.2020
- Responsible for all day to day operations of a major retail chain
- Directly responsible for dramatic reduction in shrink numbers within the 2 stores I oversaw
- Led each store to positive comp numbers as well as achieving sales budget each year
- Controllable profit expectations were exceeded each year at the helm
- Captain of pivotal roles such as GO BIG/J+ service scores and Furniture sales and shops
Regional Manager
American Income Life Insurance Company
Phoenix, AZ
01.2013 - 01.2015
- Responsible for the day-to-day operations of 5 separate insurance offices, spanning 3 states
- Oversaw over 150 total agents, administrators, and recruiters
- Directly responsible for the recruiting staff and the results therein
- Conducts the group orientation overview
- Am the direct line of contact for the potential agent candidates from the moment they arrive to the overview until they pass their state licensing exam and are delegated to a specific team
- This process includes the initial and follow up interviews, as well as the continuation of contact through the studying process, and concludes with the orientation once the license is acquired
- Directly responsible for sales results from the 5 offices
- This includes, but is not limited to, in the field training and spot checking of my training managers and field agents alike
- Lead all weekly meetings and trainings within the Phoenix office
- Oversees the phone room on nights delegated for appointment setting
- Coaches and corrects continually to ensure the amount of appointments booked are enough to give the agent a real opportunity for success
- Responsible for all recruiting reports sent to home office for the entire agency, which includes Phoenix, Tucson, Flagstaff, Albuquerque, and El Paso
- Responsible for terminating underperforming employees if deemed necessary by company standards
Store Manager
Harbor Freight Tools
Glendale, AZ
01.2008 - 01.2013
- Responsible for all day to day activities of a fast paced, high velocity retail chain, to include but not limited to the following-
- Schedule to business needs by analyzing current trends and controlling payroll expenses accordingly
- Oversee all aspects of replenishment from back to front to ensure proper merchandising to increase revenues by ensuring positive customer experience
- Maintain the highest levels of customer service by promoting a 'customer first' atmosphere to ensure loyalty and thus drive sales overall
- Responsible for implementing and executing plan for large scale sale events multiple times throughout the year
- Drive profit levers through aggressively promoting sales programs such as club memberships and extended service plans
- Responsible for controlling shrink, payroll, and all other costs to ensure maximum profit margins and highest possible net income
- Administer all performance reviews and disciplinary actions up to and including terminations
- Foster a positive environment for 25+ employees through constant training and positive reinforcement of the company’s core values and processes
- Recognized as the 'Rookie of the Year' for my performance as a first year manager for fiscal year 2009
Education
Public relations - Public relations, Business management
Missouri Southern State University
05-2007
Skills
- Customer Follow-Up Support
- Strategic business planning
- Productivity monitoring
- Culture development
- Reporting and documentation
- Coaching and mentorship
- Customer Relations
- Revenue Growth
Certification
- NICET 1 certification for inspection testing and maintenance of water-based systems.
- CSA certification for the inspection of Fire Extinguishers.
- OSHA 10.
- First Aid and AED Training.
- Boom Lift, Scissor Lift, and Forklift Certified.
- Proficient in most Microsoft platforms including Word, Excel, PowerPoint, and One Note.
- Six Sigma Green Belt
- Various other Cintas provided training certifications achieved.
Activities
- Avid Golfer.
- Very actively involved in various volunteer programs.
- Participation in recreational softball and soccer leagues.
Affiliations
- Avid Golfer
- Enjoys watching nearly any sporting event
- Loves to travel
Accomplishments
- 3 time Winner's Circle Achiever
- President's Club Achiever 2024
- Recipient of the Industrial Commission of Arizona's prestigious VPP Exemplary Award
References
References available upon request.
Timeline
Service Manager (Sprinkler T&I)
Cintas Fire Protection
01.2021 - Current
Service Manager (Core)
Cintas Fire Protection
01.2020 - 01.2021
Store Team Leader
Big Lots
01.2015 - 01.2020
Regional Manager
American Income Life Insurance Company
01.2013 - 01.2015
Store Manager
Harbor Freight Tools
01.2008 - 01.2013
Public relations - Public relations, Business management
Missouri Southern State University
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