Sheletha Shelton
Washington,DC
Summary
Dynamic professional with over two decades of extensive experience collaborating with cross-functional teams and clients across various industries. Renowned for analytical problem-solving abilities, consistently delivering innovative solutions that enhance operational efficiency. Proven track record as a goal-oriented leader and self-motivated team player, adept at managing multiple projects and tasks simultaneously. Recognized for being a disciplined quick learner with exceptional interpersonal, organizational, and communication skills that drive successful outcomes.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Front End Coach
Walmart
Washington, DC
02.2025 - Current
- Mentored team members on front end best practices and customer service excellence.
- Developed training materials to enhance staff knowledge of checkout processes and technologies.
- Implemented strategies to improve transaction speed and reduce customer wait times.
- Collaborated with management to assess performance metrics and identify areas for improvement.
- Drove initiatives that increased customer satisfaction scores through effective coaching techniques.
- Coordinated cross-training initiatives to enhance flexibility within front end operations.
- Evaluated team performance, providing constructive feedback to foster professional growth.
- Assisted in the recruitment and onboarding of new front end team members, helping to create a cohesive and highly skilled group of professionals.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Monitored cash drawers in 26 checkout stations to verify adequate cash supply.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Raised property accuracy and accountability by creating new automated tracking method.
People Lead
WALMART
Washington, DC
09.2020 - 02.2025
- Lead and promote adoption of technology services and digital solutions by utilizing and sharing resources, information, and tools. Model and assist associates with new ways of working implementation efforts.
- Develop, communicate, and implement HR practices and action plans to meet business needs by collaborating with managers, co-workers, customers, and other business partners.
- Analyze and apply data from multiple resources to ensure accuracy; monitor strategy progress and results; and identify and address process improvement opportunities.
- Support and advocate for associates by modeling Walmart core values. Ensure that excellence and respect are incorporated into daily routines, store meetings, and communications. Encourage associates to lead by example and act with integrity, correcting and/or reporting issues or concerns to management.
- Assist leadership with associate recruitment, hiring, staffing, development, succession planning, scheduling, attendance, and performance needs by identifying and analyzing HR-related issues. Provide guidance on execution of HR programs and initiatives.
- Provide and support implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.
- Model compliance with company policies and procedures and support standards of ethics and integrity by incorporating these into development and implementation of business plans using open door policy; demonstrate and assist others with how to apply these in executing business processes and practices.
- Demonstrate up-to-date expertise and apply this to development, execution, and improvement of action plans by providing expert advice and guidance to others in application of information and best practices. Support and align efforts to meet customer and business needs; build commitment for perspectives and rationales.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
Shift Supervisor
5.11 TACTICAL
01.2018 - 01.2020
- Led and delegated merchandise processing, replenishment and recovery of sales floor to brand standards while building customer relationships by creating environment that focuses entirely on customer.
- Optimized profit and assists with reductions, price changes and transfers by monitoring and following up on sales goals, sales plans and sales budgets with direction of store manager.
- Achieved results by being accountable for sales goals with store and individuals, and helping to attract, recruit, hire and train high-caliber leadership service specialists.
- Assessed team’s performance and provided feedback using both informal and formal methods. Ensured all team members were working together to create positive environment and resolved issues.
- Worked closely with merchandising team to coordinate merchandising updates, identify opportunities and support long-term strategies.
Information Management Senior Specialist (Marriott)/Senior Program Analyst (Outsourced to Atos)
ATOS (XEROX)/MARRIOTT ENTERPRISE NETWORK LOGISTICS
01.2010 - 01.2017
- Retrieved data and updated projects in Rivermine and SharePoint to provide ongoing product functionality support for Telecom Data and Telecom Implementation Team.
- Delivered average of 150 MIS data circuits yearly for Marriott-managed properties, serving as primary for creating contract bids for circuit ordering and installation coordination. Provisioned and delivered MIS data circuits orders and Telecom inventory, schedules and installations for Marriott-managed properties.
- Administered IT programs or some portions of programs for Marriott’s IT Telecom department with division-wide or company-wide scope. Developed communication updates for flyer, dashboards and reports as requested.
- Provided constant support and interacted with Telecommunications teams, information resources, network carriers and vendors to ensure timely delivery of various services.
- Managed service fulfillment team and agreements to ensure SLAs were met by vendors. Maintained close coordination with vendors to ensure timely support and delivery of services, managing disputes as needed.
- Served as department primary for Telecom Data team for TeamShare development and Request Center development for change management liaison and administrator. Facilitated monthly audits process to support business initiatives and solutions for Global Telecom Data Team.
- Identified opportunities to enhance service delivery processes through Rivermine and SharePoint. Compiled with, maintained and reported all contract records in SharePoint and Excel.
- Researched and responded to all questions regarding contracts and programs, including infrequently asked questions or nonrecurring issues.
- Monitored compliance, alerting appropriate persons of non-compliance; and was responsible for technical interpretation of contracts and programs.
- Prepared request for proposal (RFP) packages, analyzed and evaluated proposals, negotiated contract provisions, and selected and gave recommendations with contracts awarded.
- Investigated questions and problems regarding department policies, procedures, information or services, including those of complex nature. Provided cradle-to-grave tracking for contract and program support.
- Supported properties by managing billing information to ensure timely delivery of services. Identified and resolved several billing discrepancies, resulting in cost savings for properties and company.
- Reconciled accounts research discrepancies in amounts charged and composed report with results. Performed research and analysis needed to address any questions or issues and presented results.
- Additional roles: Fosse Support Analyst, MARRIOTT INFORMATION RESOURCES
- Senior Financial Support Analyst, MARRIOTT INTERNATIONAL
- Claims Supervisor/Member Service Supervisor, SAM’S CLUB
- Senior Human Resources Support Analyst/Trainer, MARRIOTT INFORMATION RESOURCES
- Human Resources Generalist/Payroll Specialist, GREENBELT MARRIOTT
- Human Resources Generalist/Payroll Specialist/Front Desk Clerk, ATLANTA MARRIOTT NORCROSS
Education
Bachelor of Science - Psychology
Tougaloo College
Skills
- IT procurement management
- Progress monitoring for projects
- Talent acquisition and development
- Skilled in contract negotiations
- Program administration expertise
- Proposal submission
- Network enhancement
- Workforce management
- Customer Service
- Call Center/Help Desk
- Relationship Building
- Team Coaching/Evaluation
- Purchase Orders
- Human Resources
- Vendor Management
- Provisioning Circuits
- Front end testing
- Hospitality services
- Order management
- Database management
Certification
- Recognized by Sam’s Club management as highly motivated customer service professional with strong leadership and communication skillsets; and consistently received positive performance evaluations, 2006-2018
- Exceptional Performance Certificate, January 2013
- SQM Certified World Class Customer Service Representative, 2007-2010
- Help Desk Institute Certified, 2007
- Received Outstanding Customer Service Delivery Award, 2005 and 2006
Timeline
Front End Coach
Walmart
02.2025 - Current
People Lead
WALMART
09.2020 - 02.2025
Shift Supervisor
5.11 TACTICAL
01.2018 - 01.2020
Information Management Senior Specialist (Marriott)/Senior Program Analyst (Outsourced to Atos)
ATOS (XEROX)/MARRIOTT ENTERPRISE NETWORK LOGISTICS
01.2010 - 01.2017
Bachelor of Science - Psychology
Tougaloo College