Customer Service Operations Manager

Sierra Lanhart

Address: Memphis, TN Email: **********@*****.*** Cell: 901-***-****

CUSTOMER RELATIONS RETAIL OPERATIONS MANAGER SALES FLOOR SUPERVISOR Veteran’s Preference

**-***** ********** ***** on service-connected disability of at least 10% but less than 30% (CP) Objective:

Results-driven Army veteran and accomplished professional with over 20 years of experience in leadership, customer service, and sales across diverse industries. Known for a commitment to excellence, strategic problem- solving, and a team-focused approach, I bring a disciplined, mission-oriented mindset that aligns with supporting customer satisfaction and driving sales growth. Eager to contribute to a progressive organization where I can leverage my military-honed skills, strong work ethic, and dedication to delivering outstanding results. ACTIVE DOD SECURITY CLEARANCE.

• Proven leader in sales and customer service with a track record of driving revenue growth through targeted strategies and personalized customer experiences.

• Skilled in identifying customer needs and aligning solutions to enhance satisfaction, loyalty, and long-term sales relationships.

• Experienced in managing store operations to consistently meet and exceed sales goals, while maintaining a high standard of customer service.

• Expert in optimizing store layouts, merchandising, and inventory levels to create a seamless and engaging shopping experience.

• Demonstrated ability to lead by example, fostering a positive work environment that encourages collaboration and empowers team members to perform at their best.

• Known for strategic thinking and analytical skills that drive actionable insights and support data-driven decisions for continuous improvement in store performance.

• Dedicated to building a culture of excellence in customer service, ensuring that every customer interaction is professional, efficient, and personalized.

• Committed to upholding security and trustworthiness in all aspects of store management, reinforced by an active DoD Security Clearance.

• Ready to contribute to a dynamic organization where I can leverage my extensive background in sales, customer service, and operational leadership to drive impactful results. Key Highlights

• Military Leadership and Dedication

Proven track record of commitment and discipline as an Army soldier with hands-on experience in safety, logistics, and fleet maintenance. Trusted with the transport and security of mission-critical supplies and equipment under challenging conditions.

• Extensive Experience in Customer Service and Retail Management Over 20 years in diverse customer service and sales roles, including supervisory experience at Nike and Converse. Skilled in managing daily store operations, supervising staff, achieving sales targets, and conducting new hire orientations.

• Proven Expertise in Logistics and Project Management Skilled in managing and optimizing logistics workflows, from inventory management to coordinating transport for military operations. Proficient in using Oracle, Remedy, and DOT/Hazmat protocols, with a commitment to efficient and safe operations.

• Broad Technical Skills Across Various Platforms

Hands-on experience with a variety of software and systems, including Salesforce, SharePoint, Tableau, Microsoft Office Suite, Oracle, Remedy, and ADP, alongside technical expertise in Cybersecurity from the U.S. Army National Guard.

• Human Resources and Case Management Proficiency

Strong HR background, including employee training, orientation, benefits administration, and case management. Experience with ADP, Oracle, and Remedy software to manage military personnel profiles and benefits. Professional Experience

Supervisor/HR Generalist

Nike Incorporated/ Converse Incorporated

Memphis, TN/Southaven, MS 10/2014 - Present

40 hrs +/week

Supervisor: f, l, 901 may be contacted

Responsible for overseeing daily store operations, consistently achieving sales goals, and upholding high standards of customer service. Key responsibilities include conducting team training, leading new hire orientations, and ensuring alignment with Nike’s values and product knowledge. Manage inventory, support merchandising efforts, and handle budgeting and fiscal reporting to optimize resources. Act as an HR liaison to address employee relations and ensure policy compliance. Recognized for strong leadership and ability to foster a positive, productive work environment that enhances customer satisfaction and team performance.

• Supervised daily store operations, consistently meeting or exceeding sales targets and maintaining high standards of customer service.

• Led team training and new hire orientations to align staff with Nike’s values, product knowledge, and customer service expectations.

• Oversaw inventory management and supported merchandising initiatives to enhance the customer shopping experience and maximize sales.

• Managed budgeting and fiscal reporting, optimizing resource allocation and ensuring financial accuracy.

• Served as an HR liaison to address employee relations, resolve conflicts, and ensure compliance with company policies.

• Recognized for fostering a positive, collaborative work environment that drives customer satisfaction and supports team success.

Mail Handler

United States Postal Service

Memphis, TN 04/2017 - 04/2019

40 hrs/week

Supervisor: f, l 901 may be contacted

Responsible for the efficient handling and distribution of mail and parcels. Retrieved and sorted incoming mail from postal bins, organizing items for designated carriers. Operated warehouse equipment to load and unload trucks, ensuring timely processing and safe handling of all mail. Maintain a clean, organized work area to support smooth daily operations and uphold USPS standards of accuracy and reliability.

• Efficiently sorted and prepared mail and parcels for accurate and timely distribution to designated carriers.

• Utilized warehouse equipment to safely load and unload trucks, supporting seamless daily mail flow and delivery schedules.

• Maintained precision in handling and organizing mail, ensuring compliance with USPS standards for quality and dependability.

• Kept a well-organized and clean work area, maximizing operational efficiency and facilitating smooth processing.

• Worked collaboratively with team members and supervisors to resolve logistical issues and consistently uphold USPS protocols.

Correctional Officer

Shelby County Corrections

Memphis, TN 02/2009 - 07/2012

40 hrs/week

Supervisor: f, l 901 may be contacted

As a Correctional Officer at Shelby County Corrections, responsible for ensuring the safety and security of the facility by supervising inmate activities and performing regular security rounds. Managed inmate work release crews, ensuring tasks were completed safely and efficiently while maintaining control of their movements. Closely monitored inmate behavior, intervened in potential conflicts, and enforced facility rules to prevent disturbances. Maintained accurate records of shift activities, incidents, and administrative actions, using secure systems to ensure confidentiality. Worked collaboratively with fellow officers and staff to uphold policies, maintain order, and support rehabilitation efforts. Regularly participated in training to enhance skills in conflict resolution, emergency response, and security protocols.

• Monitored and supervised inmates, conducting regular headcounts, roll calls, and security checks to ensure safety and compliance with facility protocols.

• Managed shift activities, including overseeing inmate work release crews, and ensured all assigned tasks were completed efficiently and safely.

• Maintained a secure environment by monitoring inmate behavior, responding to incidents, and diffusing conflicts according to facility policies.

• Conducted routine inspections of cells, common areas, and perimeter to identify and address potential security risks.

• Documented all shift activities, incidents, and administrative actions, using encrypted communications and secure systems to ensure confidentiality.

• Collaborated with fellow officers and facility staff to uphold safety procedures, maintain order, and support rehabilitation programs for inmates.

• Attended safety meetings and training sessions to stay current on facility protocols and best practices in

• Strong observational skills and attention to detail, essential for maintaining safety and security within the facility.

• Excellent communication skills for interacting with inmates, staff, and external agencies in a professional manner.

• Physical fitness and resilience to handle the demands of working in a correctional environment.

• Ability to remain calm and decisive in high-pressure situations, effectively managing conflict and ensuring compliance with facility regulations.

Call Center Representative/Case Manager

United States Department of Defense/Navy — Strategic Data Systems Millington, TN 06/2018 – 10/2020

Effectively managed and aided customer clients in supporting DOD databases and systems in general end- user problem-solving and general issues. Develop NPC Standard Operating Procedures (SOPs) and conduct NPC-specific training for all Electronic Military Personnel Record System (EMPRS) Operations Center

(EOC) Helpdesk personnel. Develop required training and SOPs that address the disparities between EOC and NPC Helpdesk operations resulting from the consolidation of two uniquely different functions. Facilitated the processing of over (35) Remedy Tickets weekly on average. Assessed and documented continuous monitoring procedures of the call center for effective and more efficient operations.

• Collaborated with a 24/7/365 operations team that monitor a set of Department of Defense mission- critical systems for assigned Navy organizations.

• Managed customer support for Department of Defense (DoD) databases and systems, addressing end-user network issues and troubleshooting technical problems. Provided timely assistance to military members and personnel using help desk software, including secure password resets.

• Developed and conducted training for Electronic Military Personnel Record System (EMPRS) Operations Center (EOC) Helpdesk personnel, focusing on Standard Operating Procedures (SOPs) and resolving discrepancies between EOC and NPC Helpdesk operations after consolidation of functions.

• Processed and resolved an average of 35 Remedy tickets weekly, ensuring the efficient operation of critical systems. Monitored and maintained multiple databases, including Active Directory and Personal Identifiable Information (PII), while ensuring secure access for users.

• Provided scheduled monitoring and troubleshooting of systems, networks, and applications, granting access to military applications and establishing user accounts, in compliance with DoD protocols.

• Reviewed and verified documentation approval before granting or submitting access requests for military systems and applications.

• Inserted and updated military personnel file benefits packages in compliance with government protocols, using Oracle, Remedy, and government databases (912, 313, NSIPS, BOL).

• Maintained daily department operations and supported customer service needs for both internal and external military members, ensuring seamless service and efficient document management.

• Collaborated with a 24/7/365 operations team to monitor DoD mission-critical systems, ensuring the integrity and functionality of systems for Navy personnel. U.S. Army National Guard

88M Driver/Diesel Fluid Technical

Memphis, TN 03/2012- Present

Petroleum Supply Specialist (92F)

Responsible for the safe handling, storage, and distribution of fuel and petroleum products, ensuring that Army operations have the necessary fuel supplies for vehicles, aircraft, and equipment. Key responsibilities include:

• Receiving, storing, and issuing petroleum-based products, including gasoline, diesel, and jet fuel, while following strict safety and environmental protocols.

• Conducting fuel quality control by sampling and testing petroleum to maintain compliance with military standards and ensure safe use of equipment.

• Operating and maintaining fuel tankers, pumps, hoses, and filtration systems to facilitate efficient fuel distribution.

• Implementing safety procedures to prevent contamination, spills, and other hazards associated with fuel handling, including firefighting and emergency response as needed.

• Maintaining detailed records of fuel inventory and distribution to ensure accountability and prevent supply shortages.

Motor Transport Operator (88M)

Tasked with operating and maintaining military vehicles used for transport and logistics, providing essential support for moving troops, equipment, and supplies across various terrains. Key responsibilities include:

• Operating a wide range of military vehicles, from light tactical trucks to heavy-duty vehicles, in various environments and conditions.

• Conducting pre-trip, during-operation, and post-trip inspections to ensure vehicles are safe, fully functional, and mission-ready.

• Transporting fuel, cargo, equipment, and personnel to support combat, training, and operational missions, often under challenging conditions.

• Assisting with loading and unloading of cargo, including securing items properly to prevent shifting or damage during transport.

• Performing basic vehicle maintenance and minor repairs to keep vehicles operational, while coordinating with maintenance teams for more complex repairs.

• Documenting vehicle movement, fuel usage, and cargo transported, ensuring accuracy in reports and adherence to Army regulations.

Education

Basic Combat Training

Advanced Individual Training

• Petroleum Supply Specialist (92F)

• Motor Transport Operator (88M)

Certifications

Gould's Academy Chemical Science Technician

Converse Inc. ADP/Workforce Management

Nike Inc. (Human Resource) Microsoft Suite /PowerPoint US Army National Guard Cyber Security Certification Tennessee Department of Correction Prison Special Unit Taskforce Cert. Tennessee Department of Correction Officer Certification

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