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
- CPR/AED
- Leadership
Similar Profiles
Sanaa BattlesSanaa Battles
Inbound and Outbound Call Center Representative at Costco Call CenterInbound and Outbound Call Center Representative at Costco Call Center
Joseph GuinnJoseph Guinn
Marketing Supervisor at Costco Wholesale Business CenterMarketing Supervisor at Costco Wholesale Business Center
Valentina BaltierraValentina Baltierra
Stock Merchandiser at Costco WholesaleStock Merchandiser at Costco Wholesale