Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sheila Myles

Norfolk,VA

Summary

Dynamic leader with extensive experience at Wegmans, specializing in service desk team management and fostering collaboration. Achieved improvement in operational efficiency through effective problem-solving and a commitment to continuous improvement. Known for strong communication skills and the ability to multitask, consistently exceeding performance expectations.

Overview

32
32
years of professional experience

Work History

Service Desk Team Lead

Wegmans
Virginia Beach, VA
06.2012 - Current
  • Trained new staff members in service desk functions and processes.
  • Maintained team policies and procedures to ensure consistent customer service delivery.
  • Managed day-to-day operations of the Service Desk team, including scheduling shifts and assigning tasks.
  • Responded promptly to customer inquiries via phone or email, resolving any outstanding issues quickly and efficiently.
  • Provided feedback on individual performance within the Service Desk team, helping them improve their skillset.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

Assistant Store Manager

Carter's
Annapolis, MD
05.2007 - 06.2012
  • Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Reviewed inventory and sales records to prepare reports for management and budget departments.
  • Oversaw coaching and guidance of store employees to foster advancement in work operations.
  • Conducted regular performance reviews of staff members in order to identify areas for improvement.
  • Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
  • Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
  • Trained new employees on store policies, procedures and customer service standards.
  • Delegated work to staff, setting priorities and goals.

Store Manager

Fashion Bug
Gambrills, MD
02.2005 - 05.2007
  • Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Structured HR consulting services to support clients during organizational developments and changes.
  • Recruited, trained and supervised new employees.
  • Resolved customer complaints in a timely manner.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
  • Managed inventory tracking and physical inventory counts to minimize loss.

Correctional Officer

Division of Corrections
Jessup, MD
03.2000 - 02.2005
  • Managed conflict and negotiated resolutions between inmates to prevent violence and ensure the safety of all individuals in the facility.
  • Conducted searches of inmates, cells, and prison grounds to detect contraband or illegal activities.
  • Searched prisoners and vehicles and conducted shakedowns of cells for valuables and contraband.
  • Monitored video surveillance systems to observe prisoner activity throughout the correctional facility.
  • Took prisoners into custody and escorted to locations within and outside facility.
  • Performed head counts, checking cells for missing inmates.
  • Monitored conduct of prisoners in housing unit or during work or recreational activities to prevent escape or violence.

Drumstick Assembly Line

Dryers/Edy's
Laurel, MD
01.1998 - 03.2000
  • Set up and adjusted machines and equipment to produce pre-determined results.
  • Conducted visual inspections and checked for product defects.
  • Implemented new procedures to improve product quality while minimizing waste or rework.

Human Resources Manager

Kmart, Papatoetoe
Annapolis, MD
02.1993 - 01.1998
  • Developed and implemented recruitment strategies to attract qualified candidates.
  • Aligned HR policies with federal and local regulations.
  • Held exit interviews and documented information discussed with employees.
  • Attended conferences, workshops and special events to recruit qualified candidates for company.
  • Managed compensation, insurance and vacation days within employee benefits programs.
  • Scheduled meetings with employees to address concerns and grievances.
  • Conducted background checks and reference checks of prospective employees.
  • Organized orientation sessions for new hires and provided them with onboarding information.
  • Advised leadership and personnel on driving HR policies, union negotiations, and business strategy implementation.
  • Created job postings, tracked applicants and maintained applicant database.
  • Conducted employee performance reviews and implemented corrective actions to increase productivity.
  • Encouraged open communications, promoting positive and pro-employee work environment.
  • Resolved conflicts between different departments or personnel using sound judgment to maintain a harmonious work environment.
  • Directed HR programs, policies and processes to improve operational efficiency.

Education

Business Management

Bowie State University
Bowie, MD

Skills

  • Service desk team management
  • Multitasking Abilities
  • Collaborative team player
  • Employee computer support
  • Self-motivation
  • Effective communication
  • Problem-solving abilities
  • Continuous improvement

Timeline

Service Desk Team Lead

Wegmans
06.2012 - Current

Assistant Store Manager

Carter's
05.2007 - 06.2012

Store Manager

Fashion Bug
02.2005 - 05.2007

Correctional Officer

Division of Corrections
03.2000 - 02.2005

Drumstick Assembly Line

Dryers/Edy's
01.1998 - 03.2000

Human Resources Manager

Kmart, Papatoetoe
02.1993 - 01.1998

Business Management

Bowie State University

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Sheila Myles