Shelena Walker
Senior Manager
Lexington Park,MD
Summary
Senior management professional, bringing strategic leadership and operational excellence to drive organizational success. Skilled in project management, team collaboration, and process optimization with keen focus on achieving results. Adept at navigating complex challenges, fostering culture of accountability, and adapting to evolving business needs. Known for strong decision-making, effective communication, and building high-performing teams.
Overview
14
14
years of professional experience
Work History
Senior Manager
Verizon Wireless
06.2022 - Current
- Conduct thorough recruitment processes including screenings, interviews, and background checks to hire qualified personnel.
- Conduct regular performance reviews, manage employee performance, and implement performance improvement plans as needed.
- Provide coaching and feedback to enhance employee skills in engaging with senior executives, managing relationships, and handling escalated issues.
- Lead and motivate a team of retail specialists to excel in prospecting through cold calling, time management, funnel management and qualifying sales opportunities.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Held monthly meetings to create business plans and workshops to drive successful business.
Retail Assistant Manager
Verizon Wireless
01.2018 - 06.2022
- Collaborated with leadership to develop skills in prospecting, call execution, and relationship management.
- Mentored new employees in company policies, procedures, and best practices to ensure consistent performance standards across the team.
- Provide coaching and feedback to enhance employee skills in engaging with senior executives, managing relationships, and handling escalated issues.
- Assisted with recruiting, hiring, educating and motivating retail team to maintain optimal staffing levels.
- Supported retail manager by identifying and leveraging partnerships that benefited community and store.
- Enforced policies and procedures and administered disciplinary action to encourage quality performance of retail staff.
Retail Specialist
Verizon Wireless
07.2015 - 01.2018
- Identified customer needs by creating connections and asking insightful questions for small to medium business opportunities.
- Contributed to successful store events by assisting with planning, setup, promotion, and execution of activities.
- Built rapport with clientele through engaging conversations about their needs/preferences which ultimately led to increased sales performance.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Implemented loss prevention strategies to minimize shrinkage rates while maintaining positive customer experiences.
- Mentored new team members on store policies, procedures, and best practices for success in their roles.
Assistant Manager
Finish Line
04.2012 - 07.2015
- Cultivated customer relationships, resulting in a 15% increase in sales and a 20% expansion of the customer base.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Education
High School Diploma -
Caroline High School
Milford, VA06-2010
Skills
Long-term planning
Professional growth facilitation
Operational efficiency
Team effectiveness enhancement
Employee relations management
Talent management expertise
Timeline
Senior Manager
Verizon Wireless
06.2022 - Current
Retail Assistant Manager
Verizon Wireless
01.2018 - 06.2022
Retail Specialist
Verizon Wireless
07.2015 - 01.2018
Assistant Manager
Finish Line
04.2012 - 07.2015
High School Diploma -
Caroline High School