Shelley Hacker
Kenosha,WI
Summary
Dynamic Business Operations Manager with a proven track record at Carmax Auto Superstore, excelling in budgeting and forecasting while fostering strong relationships. Successfully recruited and trained over 150 staff, enhancing customer care and reducing turnover through innovative engagement programs. Recognized for motivational leadership and achieving financial targets in high-volume environments.
Overview
15
15
years of professional experience
Work History
Business Operations Manager
Carmax Auto Superstore
10.2022 - Current
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
- Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.
- Recruited, hired, mentored and trained 60+ staff on business procedures, policies, duties and customer care methods.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Served as Acting Location General Manager for six months.
Business Operations Manager
Carmax Auto Superstore
04.2017 - 10.2022
- Recruited, hired, mentored and trained 60+ staff on business procedures, policies, duties and customer care methods.
- Supported sales staff on appointments, leads, loan processing, timely delivery, and warranty sales.
- Served as Acting Location General Manager on multiple occasions for 6 months at a time.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Oversaw Business Office, meeting financial/operational targets for all store operations.
- Responsible for Bad Debt budgeting and P&L, ensuring targets were met.
Business Operations Manager
Carmax Auto Superstore
01.2011 - 04.2017
- Recruited, hired, mentored and trained 150+ staff on business procedures, policies, duties and customer care methods.
- Managed Chicago Region's highest volume weekly auctions (200-300 units), improving wholesale customer service and relationships.
- Implemented innovative programs to increase employee loyal, engagement, and reduce turnover.
- Responsible for Bad Debt budgeting and P&L, ensuring targets were met.
- Supported/trained sales staff on appointments, leads, loan processing, timely delivery and warranty sales.
Education
High School Diploma -
Reuther High School
Kenosha, WI01.1992
Skills
- Budgeting and forecasting
- Motivational leadership
- Relationship building and management
- Operations management
- Data management
- Staff management
- New hire training
- Strong analytical thinking
- Conflict mediation
Timeline
Business Operations Manager
Carmax Auto Superstore
10.2022 - Current
Business Operations Manager
Carmax Auto Superstore
04.2017 - 10.2022
Business Operations Manager
Carmax Auto Superstore
01.2011 - 04.2017
High School Diploma -
Reuther High School