Microsoft word and excel, Outlook and Gmail, Salesforce, OMS CRM, Social Media Platforms
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
- Sales Tracking
- Data Analysis
- Administrative Management
- Time Management
- Key Performance Indicators
Certification
- CPR/AED
- Leadership
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridSoftware
Hiking and AI art generator
I love hiking and biking around where I live, especially in the national parks which includes mountainside areas. My new passion is creating AI Art. I publish my artwork through several media platforms and a well known art website.
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