Customer Service Manager

Shannon McGinn

**** ******* **** ****** ****, Fl 32003

904-***-**** 904-214-4963cmc HYPERLINK

"mailto:********@*******.***"********@*******.***

Summary

As a leader utilize my management skills to assist the growth and

profitability of my new company to meet goals and develop future

leadership.

Skills Summary

People development-developed eight hourly associates into management,

and numerous associates into hourly management, trained new managers, as

many as twelve per year in their training program. Wrote, reviewed and or

revised yearly evaluations for fifteen salaried and between one hundred

fifty and three hundred fifty hourly employees. Held weekly trainings as

well as performance tracking meetings for new hires within their first

ninety days to teach and implement policies and track progress on mandatory

trainings.

Budgeting-As a Co-Manager Either assisted the store manager or did

monthly and yearly budgets within five percent variance of actual sales, in

stores ranging from eighty five to one hundred million dollar sales

annually.

Office management and scheduling -In dental field in charge of

patient scheduling and filing, as a pre school director I handled accounts

payable and received. In charge center compliance of State and federal

laws and student teacher ratios, parent teacher conferences.

Human resources-Staffed stores from five up to five hundred employees

including personnel handling and retention, initial hiring and recruiting.

As assistant manger had yearly evaluations, promotions and discipline of

thirty five to one hundred and five employees. Responsible for interviewing

and hiring including final interviews for stores with head-counts of three

hundred plus.

. I taught and encouraged "open door" policy to ensure communications in

the facility as well as the procedure for using the open door policy. I

reviewed staffing head-counts for multiple departments ensuring store

levels were inline with customer service metrics, ensured leaves of absence

were administered and keyed correctly adhering to FMLA and state and local

laws. I held quarterly meetings in a roundtable forum to hear employees

concerns and work related issues, and devised action plans and tracking

measures to address employee concerns.

Operations-Oversaw daily operations of six to ten departments

including staffing, evaluating, scheduling, quality assurance and

regulatory compliance. In charge of any in-store investigations of mis

conduct or ethical misconduct in the facility responsible for maintain

integrity of and documentation of investigation and often administer final

action.

Safety and risk/Loss and asset protection-Taught associates methods

to avoid loss, prevent loss and deter loss, implemented and taught accident

prevention and safe work practices as well as follow up to unsafe work and

workplace accidents.

Major Achievements

Wal-Mart

Super Center Co-manager, Raleigh, NC 2004-2007

Second to Store manager in One hundred million dollar sales volume unit.

Responsible for daily operations of Fifty million dollars worth or roughly

half of the store, sales,profit,loss, and direct report development made up

many of my duties.

Supervised Management ranging from a group of six up to fourteen direct

reports as well as associates numbering one hundred fifty up to four

hundred sixty and numerous vendor partners.Nc 1996-2004

Children Today

Daycare Director Fayetteville, Ga 1993-1995

Oversaw entire daily operations, child to teacher ratio, state and federal

guidelines and regulatory compliance. Invoicing, accounts payable and

received, teaching plans and child development

Certifications and Education

DeKalb Tech Dental

Two year Dental assistant degree 1989-1992

Abekka Certifications Pensacola, Fl 1994

Ensured customer service through direct interaction and through daily tours

of areas and feedback to direct reports to ensure standards were met and

customers served through cleanliness, in stock, clear pricing, and seasonal

correctness of areas and features.

Assistant Manager Atlanta, Ga/Raleigh

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