Remote Operations & Customer Support Leader

SHAUN DAVIS

Jacksonville, FL Remote 904-***-**** *************@*****.***

Remote Operations Customer Support General Management PROFESSIONAL SUMMARY

Operations, customer support, and general management leader with 15+ years running teams, serving customers, and fixing underperforming operations in retail and supply chain — now focused on remote work. Took a store ranked 15th to No. 1 in every graded metric and led all key performance indicators (KPIs) among 15 managers. Built the bulk of that record at Genuine Parts Company (NAPA Auto Parts), rising from Assistant Manager to district operations leadership within three years. Works daily in Workday (extensive experience), Power BI and KPI reporting, and customer relationship management (CRM) and enterprise resource planning (ERP) systems, with a record of accurate case documentation, clean escalation, and follow-through until an issue is closed. Master of Business Administration (MBA). U.S. Marine Corps veteran.

CORE SKILLS

Customer Support (Phone, Email, In Person) • Remote Operations • Workday (Extensive) • Power BI and KPI Reporting • CRM and ERP Systems

Profit and Loss (P&L) Management • Inventory Management and Discrepancy Resolution • Team Leadership, Hiring, Training, and Coaching • Case Documentation and Escalation Data Entry and Records Accuracy (10,000+ keystrokes per hour) • Vendor and Carrier Relations • Microsoft Excel and Microsoft Office • Google Workspace • Microsoft Teams, Zoom, and Slack • Kronos (Limited) Shopify Store Administration • Confidential Information Handling • Scheduling and Multi-System Multitasking EXPERIENCE

General Manager — Advance Auto Parts, Jacksonville, FL (incl. Green Cove Springs) 2021 – October 29, 2025

• Store turnaround: Over about a year and a half, led the Green Cove Springs store from failing and ranked 15th to No. 1 in every metric Advance Auto Parts grades — crediting the team, trained and developed on the floor.

• Top-ranked performance: Led every metric and KPI among 15 managers in Power BI reporting.

• Growth: Achieved at least 5% growth in all major business categories over four years.

• Retention and promotions: Across the stores led, held the lowest turnover rate of any manager and the highest rate of internal promotions.

• Team leadership: Hired, supervised, trained, and coached the automotive parts department team; set clear standards and held follow-through daily.

• Customer and vendor work: Resolved customer complaints and escalations daily in person and by phone, protecting satisfaction and repeat business; negotiated competitive vendor pricing to protect profitable returns.

• Operations and systems: Ran store profit and loss, inventory, and transaction records; used Workday extensively and Power BI / KPI reporting to track performance and resolve stock discrepancies with vendors. Owner / Operator — SS Davis Enterprises LLC (Homepetsupplies.net, Shopify), Jacksonville, FL Present

• Run own e-commerce store: customer orders, returns, shipping questions, and product inquiries, plus product catalog, site content, and the trust a store has to earn through a screen. Section Supervisor / Operations — The Home Depot, Jacksonville, FL August 2020 – July 2021

• Turned store 6346 into a profitable store in less than three months and converted the highest-shrink store to the lowest, through teaching, training, and developing (TTD) associates.

• Delivered personalized customer solutions through consultative selling; coordinated with merchandising teams and vendors on projects and opportunities.

Project Superintendent — Kenyon Marine Construction, Jacksonville, FL 2018 – 2019

• Designed, planned, and built docks; operated heavy machinery including rigs and cranes; performed tool repairs and welding.

Regional Operations Manager / District Operations Manager (DMO) — Genuine Parts Company (NAPA Auto Parts), Houston, TX January 2010 – September 2016

• Rapid progression: Started as an Assistant Manager and was promoted to Store Manager, with own store, within 90 days in the first year.

• District leadership by year three: By the third year, served as District Operations Manager (DMO) over the territory

— operations manager for the whole district.

• Statewide performance: For three consecutive years, held the lowest shrink rate and the highest four-wall operating income in the entire state of Texas.

• Directed multi-site parts supply chain operations and served as the day-to-day point of contact for district vendors and carriers on orders, shipments, and delivery issues, by phone and email until closed.

• Executed business plans focused on profit margins and sales reporting; conducted monthly P&L reviews and improved inventory turnover.

• Maintained organized, audit-ready vendor and sales records across the district; caught and resolved inventory and sales discrepancies before they reached customers; implemented training programs and staff schedules. Ammunition and Explosives Technician, E-5 — U.S. Marine Corps 2002 – 2006

• Managed receiving, storing, and handling of ammunition and hazardous materials, including guided missiles, large rockets, and explosives — discipline and accountability handling sensitive material under pressure. Loading / Shipping Dock Manager — Bar-S Foods January 2007 – January 2009: oversaw all shipping and receiving; inspected shipments for quality and accuracy; coordinated and directed dock employees. ADDITIONAL BACKGROUND

• Consulting and speaking: Business consulting and motivational speaking, alongside the store operations above.

• Remote setup: Quiet home workspace, personal computer, reliable high-speed internet; comfortable on Windows and macOS.

EDUCATION AND CREDENTIALS

• Master of Business Administration (M.B.A.) — University of North Florida, January 2023.

• B.S., Business Management — University of Phoenix, January 2008.

• Certified Automotive Technician — Universal Technical Institute (UTI), January 2002: engine repair, automatic transmission/transaxle, manual drivetrain and axles, suspension and steering, brakes, electrical/electronic systems, heating and air conditioning, engine performance.

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