Operations Manager Customer Service

Shannon Yarbough, MBA

Tomball, TX ***** 281-***-**** *******.********@*****.***

Professional Summary

Sales Leadership Communication People Leadership

An experienced and highly motivated leader, with a considerable amount of experience in the delivery of business management, customer service, comprehensive administrative support and first-class operational management. I am a capable organizer, quick to grasp– and make good use of – new ideas and information, reliable and conscientious in all I take on. I enjoys being part of a productive team; but I am equally comfortable working on my own initiative. I possess exemplary planning skills and accustomed to operating under considerable pressure, while remaining calm, effective and prioritize easily and wisely.

Core Competencies

Customer Service Time Management Delegation Motivating others Organizing & Task Management Patience Effective Team Building Personal Development Project Management Multi-tasker Conflict Resolution Budgeting & Cost Control Profit & loss Management Merchandising Strategies Coach & Mentor

Professional Experience

Houston Downtown District Houston, TX

Operations manager 2019-Present

Created reporting for contractors to identify areas for improvement leading to 12% increase in performance

Overhauled existing employee onboarding process which resulted in an increased performance of 35% in the average employee's first three months.

Created a coaching strategy for sales development representatives leading to new business performance that was 25% above plan for 2020

Oversaw the development of more robust reporting for the customer support team which improved customer NPS by 18% year over year

Reduced overall headcount by 12% while exceeding revenue goals by 19%

Identified manually intensive data collection tasks for the sales team and worked with engineering to launch tools which reduced manual work by 134 hours each month

Grew to lead and onboard a team of 3 operations analysts.

Applied comprehensive understanding of HR responsibilities to efficiently manage administrative functions such as weekly payroll, P&L, budget, supply ordering, attendance tracker, employee records, job change, promotions and terminations.

ACADEMY SPORTS & OUTDOORS Cypress, TX

STORE OPERATIONS MANAGER 2016 –2019

Store Manager: Store was currently #1 in Comp Sales for the Year and I Captained store to 3.6% increase in 2019 sales compared to 2018 sales.

Defined and implemented strategies and initiatives that equipped team members with the tools, structures and skills to consistently achieve and surpass sale targets, and service quality expectations.

Reduced store shrink percentage from 1.99% to 1.48% through increased strong training of all team members. Store’ annual scorecard improved from 50th percentile in September 2018 to top 5 in the company in September 2019.

Applied comprehensive understanding of HR responsibilities to efficiently manage administrative functions such as weekly payroll, P&L, store budget, store supply ordering, attendance tracker, employee records, job change, promotions and terminations.

District In-store Pick-up Captain: First store to test and pilot the buy online, pick up in store process and help write all processes and procedures involving process, recognized for a successful and smooth launch of the program.

District’s Inventory Captain: Directed 100+ team members through inventory process, recognized for strong accurate consistent inventory numbers for each store in district.

District Resource for Operations: Supported district by traveling to other stores and to solve their systemic issues, train new Operations Managers on store operational procedures. Created new operations manager training regimen that company uses for all new operation’s managerial hires.

Manager on Duty: Key carrier, experienced in opening and closing store managerial duties, day to day and long-term store operations.

TARGET Willow brook, TX

Operations supervisor 2014 – 2016

Executive Team Lead: Experience in operations management, directed 50+ employees daily, product marketing, drove yearly sales of $42,000,000, short term and long-term strategic planning and implementation, weekly scheduling, hiring and firing process.

Assigned to poor performing store: Increased efficiency through effective coaching and development, increased store’s operational metrics by 66% from Q1 to Q2 2016.

Reduced shrink results from 4.1 percent to 1.65 percent within one year.

Maintained high evaluation scores for audits, quality control, and mystery shops above 90%.

District Resource for Operations: Supported district by traveling to other stores and to solve their systemic issues, train new Operations Managers on store operational processes. Created new operations manager training regimen that company uses for all new operation’s managerial hires.

Leader on Duty: Key carrier, experienced in opening and closing store managerial duties, day to day and long-term store operations.

United States Navy Naples, Italy

Military Police Officer 2007 – 2013

Education & Credentials

UNIVERSITY OF PHOENIX, Phoenix, AZ

Master of Business Administration, 2018

UNIVERSITY OF PHOENIX, Phoenix, AZ

Bachelor of Science, Psychology, 2015

Homeland Security Level I-IV

U.S. Department of Labor Government Police I

Contact this candidate