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
19
19
years of professional experience
1
1
Certification
Work History
Service Manager (Sprinkler T&I)
Cintas Fire Protection
06.2021 - Current
- Led growth initiative, doubling partner count to a team of 12 certified individuals.
- Achieved exceptional internal growth resulting in department expansion by over 50% in two years.
- Collaborated with technicians to gain insights into sprinkler systems, resulting in NICET 1 certification.
- Working as a mentor for multiple partners.
- 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
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Monitored service performance metrics to identify areas of improvement.
- Resolved customer complaints in a timely manner.
Service Manager (Core)
Cintas Fire Protection
11.2020 - 06.2021
- Directed expansion of core team from 8 to 14 partners.
- Delivered remarkable fiscal results consistently.
- Mastered fire business and Core codes to perform inspections effectively, achieving CSA certification.
- Successfully maintained high engagement and low turnover.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Resolved customer complaints in a timely manner.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Ensured compliance with applicable laws and regulations related to services provided.
Store Team Leader
Big Lots
10.2015 - 11.2020
- Oversaw regular functions of prominent retail business.
- Reduced shrink numbers substantially in both managed stores.
- Consistently met annual sales budgets.
- Guaranteed superior performance in meeting controllable profit expectations annually.
- Led key initiatives including GO BIG/J+ service scores and furniture sales.
- Monitored inventory levels, identified discrepancies, and implemented corrective action when necessary.
- Directed daily operations and supervised a team of associates in a retail store environment.
- Managed the scheduling, training, and development of employees to ensure adequate staffing levels.
- Provided customer service by resolving customer inquiries and complaints in a professional manner.
Regional Manager
American Income Life Insurance Company
07.2013 - 10.2015
- Oversaw the functioning of multiple branches in different states.
- Managed team exceeding 150 agents, administrators, and recruiters.
- Directed recruitment activities to attain successful outcomes.
- Lead group orientation sessions.
- Ensure seamless transition of new agents by overseeing their journey to becoming licensed and joining a specific team.
- Managed initial and follow-up interviews.
- Oversaw revenue growth in several regional offices.
- Provided field training to both training managers and field agents.
- Facilitated weekly meetings and trainings in Phoenix office.
- Manages nightly phone room operations for setting appointments.
- Ensured consistent improvement in appointment bookings to enhance agent success opportunities.
- Handled comprehensive recruiting data for all agency branches, including major cities in the region.
- Enforced termination of staff not meeting expectations.
Store Manager
Harbor Freight Tools
05.2007 - 07.2013
- Managed daily operations of a high-velocity retail chain.
- Managed scheduling by monitoring trends and controlling payroll costs.
- Managed comprehensive replenishment operations to maintain optimal merchandising.
- Ensured customer loyalty fostered by promoting a 'customer first' atmosphere.
- Implemented plans for large-scale sales events annually.
- Increased profitability by aggressively promoting sales programs.
- Managed shrink, payroll, and all costs to achieve maximum profit margins.
- Managed implementation of disciplinary measures.
- Cultivated a supportive atmosphere for team members via ongoing training.
- Recognized as 'Rookie of the Year' in 2009 for outstanding performance.
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
- Team leadership
- Multitasking and organization
- Problem-solving
- Workplace safety
Accomplishments
- 4 time Winner's Circle Achiever
- President's Club Achiever 2024, Diamond Level Achiever 2025
- Recipient of the Industrial Commission of Arizona's prestigious VPP Exemplary Award
Affiliations
- Avid Golfer
- Enjoys watching nearly any sporting event
- Loves to travel
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.
References
References available upon request.
Timeline
Service Manager (Sprinkler T&I)
Cintas Fire Protection
06.2021 - Current
Service Manager (Core)
Cintas Fire Protection
11.2020 - 06.2021
Store Team Leader
Big Lots
10.2015 - 11.2020
Regional Manager
American Income Life Insurance Company
07.2013 - 10.2015
Store Manager
Harbor Freight Tools
05.2007 - 07.2013
Public relations - Public relations, Business management
Missouri Southern State University