Shawn Wagner
Cedar Falls,IA
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
16
16
years of professional experience
Work History
Electronic Products and Services Support Manager
Professional Office Services
Waterloo, IA
04.2023 - 05.2024
- Directed the Support Team to deliver exceptional customer experiences through strategic departmental collaboration.
- Handled escalated interactions. Developed and delivered updated training based on new product development.
- Created EPS intellectual property by leveraging salesforce to develop project management pipeline documentation.
- Managed talent, resulting in 35% of direct reports being promoted to higher levels of responsibility within the company.
Regional General Manager
Stock D Supply
Tennessee
01.2021 - 04.2023
- Developed and instilled procedures to lower expenses and optimize workflow while establishing strong employee-first culture
- Managed overall processes involved in steering top-line sales.
- Surpassed sales in the first quarter of 2022 by 126% coming in $1.1M above the start of the year.
- Implemented a new cloud-based VOIP phone system to link entire firm and enable a hybrid workforce.
- Minimized 13% of the organization's phone expenditures via current landline contracts in multiple locations.
- Accomplished sales goal for Chattanooga location by $1.7M over previous year, bringing the total to $25.8M.
Assistant Director / Project Manager
Northeast Iowa Area Agency on Aging
IA
01.2020 - 01.2021
- Administered end-to-end operations of the company to ensure on-time production of efficient services and products
- Directed processes involved in resources management for seamless and accessible services and materials.
- Led initiatives to optimize teamwork, decrease work effort and establish governance and accountability through continuous meetings.
- Utilized existing technology like Access and MS Teams to create a comprehensive database for all ongoing projects, resulting in a significant decrease in milestones.
- Established and implemented a staffing model to optimize client support through efficient scheduling of personnel, including shifts, lunch schedules, and PTO planning.
- Ensured 20% uptick and executed seamless processes involved in recruiting resources needed to meet and exceed service level objectives by developing periodic trending of contacts.
Manager of Software & System Support
ASI Computer Systems
Cedar Falls, IA
01.2017 - 01.2020
- Offered exceptional support in customer advocacy in software development, usability, and knowledgeable expertise by heading a team of support and hardware technicians to develop and deliver training documentation and contact support during release cycle.
- Utilized technical training to achieve a 10% reduction in call transfers.
- Optimized customer-facing documentation and marketing materials to drive seamless engagement.
- Enhanced team knowledge and developed first call resolution metrics, resulting in a 15% reduction in call volume.
- Led digital transformations by implementing system replacements to enhance quality assurance as project manager.
Profit Center Manager
Hajoca
Waterloo, IA
01.2016 - 01.2017
- Led strategic initiatives and achieved long-awaited profitability through a combination of increased sales, reduced expense waste, and optimized pricing strategies
- Delivered leadership guidance for overall functions related to a $9M profit center.
- Implemented a comprehensive redesign of the contract showroom and facilities resulting in an annual increase of $2M in showroom sales.
National Contact Center Manager
Grainger
Waterloo, IA
01.2010 - 01.2016
- Directed a contact center team of 24 professionals, including 16 supervisors and eight team leads to ensure seamless operational functions along with development of up to 250 team members.
- Accomplished recognition by streamlining end-to-end operations involved in the inventory market.
- Implemented efficient processes to upgrade and deliver complete facility remodels while adhering to budgetary and time constraints.
Branch Manager II
Grainger
South Bend, IN
01.2008 - 01.2010
- Led strategic initiatives to optimize $14M branch operations, overseeing 12 direct reports, a 10-person sales team, and managing a 25K square-foot warehouse with a diverse product inventory.
- Achieved notable recognition by enhancing efficiency across end-to-end operations in the inventory market.
- Optimized processes to efficiently complete facility remodel projects within budget and time restrictions.
Education
Bachelor of Science in Business Administration (Cum Laude) -
University of Phoenix
Supervisory Development Program -
Notre Dame
Commercial Art Studies -
Bethel College
Skills
- Operational Excellence
- Talent Management
- Quality Assurance & Control
- Strategic Thinking & Execution
- Production Scheduling
- Inventory Control
- Program Management
- Stakeholders Management
- Lean & Manufacturing Processes
- Relationship Management
- Team Building & Leadership
- Cross-functional Collaboration
- Continuous Process Improvements
Timeline
Electronic Products and Services Support Manager
Professional Office Services
04.2023 - 05.2024
Regional General Manager
Stock D Supply
01.2021 - 04.2023
Assistant Director / Project Manager
Northeast Iowa Area Agency on Aging
01.2020 - 01.2021
Manager of Software & System Support
ASI Computer Systems
01.2017 - 01.2020
Profit Center Manager
Hajoca
01.2016 - 01.2017
National Contact Center Manager
Grainger
01.2010 - 01.2016
Branch Manager II
Grainger
01.2008 - 01.2010
Bachelor of Science in Business Administration (Cum Laude) -
University of Phoenix
Supervisory Development Program -
Notre Dame
Commercial Art Studies -
Bethel College
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