Shelby Townsend
Temple,Tx
Summary
Dynamic operations manager with a proven track record at Firehouse Subs, excelling in budget and inventory management. Adept at strategic planning and team leadership, I drive sales growth and enhance customer satisfaction through effective staff training and compliance with health regulations. Committed to achieving operational excellence and fostering strong customer relationships.
Overview
10
10
years of professional experience
Work History
Assistant General Manager
Firehouse Subs
07.2024 - Current
- Oversaw high-volume shifts, coordinating staff and ensuring efficient operations in a fast-paced environment.
- Developed weekly sales goals and actionable plans to achieve targets.
- Facilitated weekly meetings with managers to communicate updates on new systems, products, pricing, and inventory.
- Go over the weekly inventory and any variances that are higher than they should be.
- Monitored health regulations to maintain standards.
- Train all new employees to the Firehouse standards.
- Performed cash counting to verify accuracy and maintain proper financial records. ensuring all is accounted for, checking in trucks ensuring no product is damaged or not received.
Account Expert
T-Mobile Customer Care Center
11.2023 - 04.2024
- Recommended tailored sales solutions based on customer accounts to enhance satisfaction.
- Processed customer payments and arranged service retention plans to maintain account status.
- Handled incoming calls about bills, promotions, technical troubleshooting, and sales inquiries to address customer needs.
- Perform visual audits each call to determine what to educate customers to help prevent a callback.
- Look up performance details to ensure that I am meeting company goals.
Relay Specialist
T-Mobile Relay Center
01.2022 - 12.2023
- Process calls for the deaf/blind community through IP, or TTY machine.
- Always followed FCC guidelines and maintained transparency throughout calls.
- Guided staff in following procedures during calls to enhance support quality.
- Reviewed call quality and provided training support to onboard new employees effectively.
- Achieved typing speed of over 80 words per minute to facilitate swift communication.
Assistant Manager
T-Mobile Retail Store
07.2021 - 09.2021
- Collaborated with customers to identify opportunities for bill reductions.
- Offer specific promotions to customers based on their unique accounts.
- Conducted visual audits of customer accounts, addressed inquiries, and processed bill payments.
- Facilitated training sessions for new employees on company policies and procedures.
- Make sure each employee is up to date on training and promotions.
- Updated visual displays to enhance customer engagement in the store.
Account Expert
T-Mobile Customer Care Center
01.2019 - 04.2021
- Handled customer calls to address account inquiries and resolve issues.
- Reviewed bills with customers to clarify charges and enhance understanding.
- Facilitated payment collection and arranged payment plans for customers.
- Processed sales transactions tailored to individual customer account needs.
Trainer
Freddys Steakburger and Frozen Custard
11.2016 - 01.2019
- Facilitated onboarding process for new team members. on all positions.
- Engaged with guests daily, fostering relationships with regular customers to enhance their experience.
- Operated cash register, custard machine, and cooking equipment to ensure smooth daily operations.
- Maintain cleanliness throughout the store.
Education
Strayer University - Business management
Strayer University
12-2023
High school diploma or GED - Basic Education
Central Texas Community College
05-2013
Skills
- Operations management
- Budget management
- Inventory management
- Schedule management
- Health compliance
- Strategic planning
- Customer relationship management
- Team leadership
- Staff training
- Time management
- Systems management
Timeline
Assistant General Manager
Firehouse Subs
07.2024 - Current
Account Expert
T-Mobile Customer Care Center
11.2023 - 04.2024
Relay Specialist
T-Mobile Relay Center
01.2022 - 12.2023
Assistant Manager
T-Mobile Retail Store
07.2021 - 09.2021
Account Expert
T-Mobile Customer Care Center
01.2019 - 04.2021
Trainer
Freddys Steakburger and Frozen Custard
11.2016 - 01.2019
Strayer University - Business management
Strayer University
High school diploma or GED - Basic Education
Central Texas Community College