Customer Service Human Resources
Resume:
KANIKA HENDERSON
**************@*****.***
MANAGER/CUSTOMER SERVICE Dedicated and highly skilled Manager with over 16 years' experience and a proven history of success in operations, sales, and human resources Ad
Project management
Staff development
Customer relationship management
Budgets
Customer service
Hiring
Safety
Sales
Warehousing
Fleet dispatch
Inventory control
Mentoring and training
Operations management
Staff training and development
09/2020 to 03/2023
LOWES HOME IMPROVMENT
New York, NY
Operations Manager
Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
Managed scheduling, training and inventory control. Implemented policies and standard operating procedures and managed quality, customer service and logistics. Improved morale and management communication by creating employee recognition and rewards practices. Recruited, hired and trained crew members on application of projects, customer relations and customer service. Measured and reviewed performance via KPIs and metrics. Oversaw inventory management through cycle counts, audits and shrinkage control. 10/2018 to 02/2020
JB HUNT
Sacramento, CA
Account Manager
Generated new accounts by implementing effective networking and content marketing strategies Increased revenue by obtaining and securing new accounts, while providing value-added services to existing clients
Tracked and analyzed weekly sales to implement corrective action plans and streamline operations Managed day-to-day shipping and receiving, typically overseeing more than 700 packages in 24-hour period Utilized ordering, tracking and billing systems and associated processes Reviewed profit and loss statements and metrics to identify trends and opportunities Researched issues to address shipping errors and packaging mistakes Oversaw more than $800,000 in inventory and supervised over 15 drivers and employees in 2000 square foot warehouse for trucking company.
11/2013 to 08/2018
HOME DEPOT
Queens, NY
Operation Assistant Store
Develop and oversee budgets to control costs and maximize use of resources for a store with up to $60 million in volume
Hire, train, coach, and manage 15 Department Supervisors and 200+ Associates Efficiently balance, analyze and report P&L statements Facilitate audits and investigate/reconcile discrepancies and operational non- compliance issues Conduct facility walk-through to identify hazardous materials and risks, ensuring customer and employee safety Responsible for driving sales, customer service, associate development, store profitability, in-stock, and store appearance
Oversee all Playbook and ad planning sets are executed Areas of the responsibility could vary by store volume. SUMMARY
SKILLS
EXPERIENCE
01/2009 to 10/2013
HOME DEPOT
Queens, NY
Specialty Sales Manager
Increased sales in specialty areas by 17% over a two-year period Improve the existing procedures for outgoing and incoming resources and track inventory for the warehousing department Develop and adhere to operations budget Communicate wit legal counsel and safety department to ensure all processes remains compliant with OSHA and other governmental regulations Handle complaints from customers, Make sure all employees adhere to company's policies and guidelines, Act as our store's representative and set an example for our staff Evaluate employee performance and identify hiring and training needs Supervise and motivate staff to perform their best by Coaching and support new and existing Sales Associates.
10/2008 to 11/2009
SEARS
Bronx, NY
Sales Manager
Managed a team of 100+ associates, with successfully key projects which resulted in positive sales increase in my departments Responsible for driving sales, customer service, associate development, store profitability, in-stock, and store appearance
Coordinate daily customer service operations (e.g staff meetings ad sets Track the progress of weekly, monthly, quarterly sales in Appliances.
10/2004 to 09/2008
HOME DEPOT
Manhattan, NY
Project Manager
Coordinate third parties/vendors for the flawless execution of projects Ensure that all projects are delivered on-time, within scope & budget Develop and review project plans to track progress Report and escalate to management to as needed Manage the relationship with client and all vendors. ASSOCIATE OF APPLIED SCIENCE: BUSINESS
Norfolk State University, VA, United States
Completed continuing education in Hr Management
EDUCATION AND TRAINING
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