Manager Customer Service

KASHUN PARKS

**** **** **** **** 423-***-****

Chattanooga, TN 37343 ******.*****@*****.***

Professional Summary

Ambitious, results-driven and dedicated human resources professional looking for an opportunity to enhance skills as an HR Specialist or Manager. Over 10 years of management, human resources, and retail operations, including experience in soft-skill and technical training development and delivery, coaching managers for performance improvement, continuous improvement, and recruitment.

Education & Training

University of Phoenix, School of Business, Phoenix, AZ

Masters of Business Administration with Emphasis in Human Resource Management

Expected Degree Date: December 2015

University of Indianapolis, Indianapolis, IN

Bachelors of Science, Theater and Fine Arts Major

Degree Received: June 2004

Certified InsideOut Facilitator, InsideOut Coaching; Inside-Out Development Group

Certificate of Completion, Impactful Facilitation-The Pinnacle Performance Company

Certificate of Completion, Project Management 101 Workshop- Walgreens University

Certified Pharmacy Technician, Tennessee Professional Licensing

Experience

Walgreen Co. Deerfield, IL September 2009- Present

District Operations Trainer

Technical and Leadership Training

Conduct initial training and follow evaluation and measurement to ensure training impact for a 40-store district. This includes technical training on store and pharmacy store systems, for example: inventory, time and attendance, hiring, pharmacy, policy and procedure.

Conduct training and follow-up coaching in soft-skill areas such as leadership training, for example: customer service and basic management skills – performance management, coaching, hiring, planning, orientation of new team members.

Ensure effective roll out, follow up and maintenance of corporate programs and processes. Coordinate classes for PTCB (Pharmacy Technician Certification Board) certification test and ASHP (American Society of Health System Pharmacists) requirements, system updates for a variety of company software programs, and maintains records in the company’s Learning Management System.

Delivers training and facilitates discussion in a large variety of settings and objectives - ranging from one-on-one to groups of 100 participants, formal and informal settings, store and pharmacy managers to hourly team members with specific technical needs in areas such as pharmacy, cosmetics, and photo.

Performance Improvement and Continuous Improvement

•Identifies, and conducts continuous improvement projects to improve district results to target and improvement of efficiency and effectiveness of process. For example, conduct a CI project to improve cosmetic holiday sales which resulted in a 15% improvement.

•Conduct training needs analyses using various methods, including surveys, metric and financial reporting analysis, feedback, and observation. Provide recommendations to Talent Development Manager, District Manager, and Pharmacy Supervisor on results and develop and deliver training programs to address those needs. Provide input into “new employee” training and monitors training progress.

•Assist managers to write effective action plans for themselves, other team members, or their overall store to achieve results in store metrics – sales, cost reduction, performance to target goals, and leadership skill improvement.

Human Resources Initiatives – Engagement, Onboarding, Development

•Created buy-in and results for the company’s Well-Cared for Model. This includes the supporting the annual engagement survey, explanation of survey results, engagement action planning, and designing and implementing actions for follow up to keep the plans active during the year.

•Assist and encourage managers to effectively use the company’s onboarding programs. This includes ensuring understanding, responding to questions, and evaluation to check progress.

•Facilitate a quarterly new hire orientation for all management and hourly team members. Ensure materials are current, partner with region team for consistency of content and delivery, coordinate speakers and ensure delivery accomplishes objectives.

•Support pilot and other new initiativesus. For example developed process, including evaluation and assessment, to effectively train and support a new role (Health Guides)

Walgreen Co. Indianapolis, IN April 2004- September 2009

Executive Assistant Manager

•Effectively assisted store managers in managing 8 different retail pharmacy stores throughout Indianapolis.

•Responsible for hiring, onboarding, and training new employees.

•Assisted store manager in employee conflict resolution and performance issues.

•Responsible for overall condition of sales floor and stockroom including merchandising and managing employees.

•Collaborated with store manager on managing inventory controls including ordering, vendor buys, balancing, and buycard.

•Partnered with store manager in maintaining and supporting pharmacy and health care space.

Children's Museum of Indianapolis Indianapolis, IN December 2003- March 2004

CFAX & Special Exhibits Intern

•Conducted research and performed data analysis, gaining a good perspective for Special Exhibits Space.

•Planned and designed material used to help exhibit employees smoothly transition through performance material.

•Assisted with administrative tasks such as scheduling, budget review, and mapping out new exhibits, and was given increased responsibilities and recognition for a job well done.

Skills & Interests

•Experience delivering presentations and facilitating workshops to various audience levels within an organization.

•Successful leader, equally effective as a member of the team.

•Highly organized able to multi-task and accomplish multiple objectives.

•Professional demeanor and attentive to detail.

•Effective manager, driven to provide excellent customer service, and able to assess complex situations and formulate solutions.

•Enjoy and active in studying Spanish, working with audio & visual technology.

•Computer skills: MS Office (Word, Excel, Power Point, Publisher, Outlook, Note)

•Devised creative and cost effective incentives and morale boosting programs (including special events and a tiered award structure) that increased employee engagement and customer satisfaction.

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