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Customer Service Operations Manager

Gwynn Oak, MD
September 28, 2023

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Tina A. Kane


Professional Summary

Dedicated and accomplished Leadership professional with over 40 years of experience in retail operations and management with a proven track record of driving multi-million dollar sales volumes, Process Managements, recruiting, training, and developing high-performing teams.


Leadership and Team Management Compliance and Regulatory Knowledge Operations Management Talent Acquisition Financial Analysis and Budgeting Learning and Development Customer Service Loss Prevention Microsoft Office Suite Crisis Management and Problem Resolution


TJX Companies INC

General Manager

10/ 2014 - 05/ 2023

● Led and managed overall store operations, achieving consistent annual multi-million dollar sales volumes

●ServedasRapidResponseTeamCaptainforRegion22for2years,ensuring effective crisis management and problem resolution

●ServedastheDistrict'sStaffingExpertfor2years,overseeing talent acquisition and recruitment processes


●Received"Exceeds Expectation" rating on Annual Performance Review from 2015 to 2020

●Activelyinvolvedinworkshopsonfacilitation/presentation, power of mindset, backdraft, and CPI de-escalation training. TJX Companies INC

Operations Manager

03/ 2011 - 10/ 2014

●Assistedintheoverallfunctionofstoreoperations,ensuring optimal performance and customer satisfaction

●ParticipatedinBootCampandservedasanactor,small group coordinator, and team leader support

●FacilitatedPowerofChoice/Advocacy sessions as a national facilitator

●ActedastheDistrictTalentandDevelopmentLeader,focusing on employee growth and development. AJ Wright,

Operations Manager

11/ 2009 - 02/ 2011

●Manageddailystoreoperations,overseeing inventory, customer service, and staff management

●Demonstratedexpertiseintraininganddevelopment,facilitating associate engagement forums

●Ensuredcompliancewithcompany,state, and federal guidelines related to employee documentation and policies. Babies R Us, Toys R Us Corporation

Manager of Operations

04/ 2003 - 10/ 2009

●Oversawallaspectsofstoreoperations,including opening and closing procedures, guest service, and employee productivity

● Led human resources activities, managing employee files, payroll, compensation, and compliance with regulatory requirements

●Conductedemployeedevelopmentprograms,facilitated meetings and training sessions, and supervised area managers

●Maintainedfinancialcontrol,handled money and cash controls, analyzed profit and loss statements, and conducted audits. Education

Political Science and Government - University of Maryland, Baltimore County, MD Certifications

Future HR Leaders Training and Certification

Certified Retail Sales Leadership Facilitator - MOHR Retail Group

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