Summary
Overview
Work History
Education
Skills
Computer and System Skills
Certification
Timeline
Generic
Shawn Rogers

Shawn Rogers

Cordele,Georgia

Summary

Adaptable professional with 11+ years of customer service and leadership experience with a proven knowledge of business operations, customer service, team building and efficient/effective coordination amongst several departments and functions. Aiming to leverage my years of experience by successfully assisting and supporting a wide range of customers while adhering to business policies and standards. In-depth knowledge of operational and budget management techniques.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Operation Manager

Costco Wholesale- Orlando Call Center
Orlando, FL
03.2020 - 07.2023
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
  • Provided leadership during times of organizational change or crisis situations.
  • Provide employees with guidance and skills in handling difficult or complex problems to resolve escalated complaints or disputes
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Created training modules and documentation to train staff.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria
  • Make recommendations to management concerning such issues as staffing decisions or procedural changes
  • Building morale by planning and implementing office events.
  • Interview, select and retain exemplary employees.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Analyzed data related to operational performance metrics such as cost savings, productivity levels, customer satisfaction.
  • Conducted monthly and annual employee reviews for training and growth opportunities.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.

Operation Supervisor

Sears Holdings
Winter Park, FL
09.2011 - 03.2020
  • Implement corporate or unit policies, procedures, processes and service standards in conjunction with management ensuring customer satisfaction.
  • Created detailed reports regarding operational progress or issues that need attention from upper management.
  • Engaged with existing and potential clients to gain insight into needs.
  • Evaluated employee performance regularly through feedback sessions or one-on-one meetings as needed.
  • Assigned tasks to agents based on their skillset and availability.
  • Prepare and issue work schedules, deadlines, and duty assignments for employees.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Used video conferencing solutions to communicate and train personnel in remote offices.
  • Facilitated communication between departments to resolve problems quickly.
  • Interfaced with cross-functional support groups to manage daily operations.
  • Participated in hiring interviews and selection process for new team members.
  • Ensured that agents complied with applicable laws regarding privacy protection.

Education

Bachelor of Arts (B.A.) - Business Management

MERCER UNIVERSITY

Associate of Arts (A.A.) - Psychology

MACON COLLEGE

Skills

  • Verbal and Written Communication
  • Employee Development
  • Quality Assurance
  • Customer Retention
  • Performance Evaluation and Monitoring
  • Business Forecasting
  • Employee Relations
  • Financial Oversight
  • Performance Management
  • Sales Tracking
  • Data Analysis
  • Administrative Management
  • Policy Implementation
  • Time Management
  • Key Performance Indicators

Computer and System Skills

  • Microsoft Word and Excel
  • Outlook and Gmail
  • Salesforce
  • OMS
  • Social Media Platforms
  • Better Business Bureau

Certification

  • CPR/AED
  • Leadership

Timeline

Operation Manager

Costco Wholesale- Orlando Call Center
03.2020 - 07.2023

Operation Supervisor

Sears Holdings
09.2011 - 03.2020

Bachelor of Arts (B.A.) - Business Management

MERCER UNIVERSITY

Associate of Arts (A.A.) - Psychology

MACON COLLEGE

Similar Profiles

CREATE PROFILE
Shawn Rogers