Jerrell Fulgham
Richmond
Summary
Results-driven Unit Manager with proven expertise in project management, team building, and process improvement. Skilled in client relationship management and enhancing operational efficiency to drive departmental success.
Overview
14
14
years of professional experience
Work History
Unit Manager
Assurant
Richmond
08.2025 - Current
- Supervises day-to-day responsibilities of team of associates working in secure environment with checks representing escrow funds for Hazard functions.
- Ability to maintain extreme security controls around checks and check stock with no deviation from established procedures.
- Ability to identify and resolve any issues with checks prior to endorsement to homeowners.
- Established controls to monitor performance across department assignments, managing financial risk for clients and Assurant by preventing losses and enhancing customer support.
- Participates in the development of short/long term goals and plans for work group
- Enforce all key performance indicators that measure productivity and quality standards associated with department functions and tasks.
- Communicated departmental performance metrics to stakeholders regularly.
- Coached and directed associates within department to foster continuous performance improvement.
- Investigated and resolved complaints related to individual and departmental performance, identifying root causes and implementing controls to prevent future occurrences.
- Promote team development and cohesive participation to achieve department/operational objectives within assigned areas.
- Consistently enforces all corporate/operational/departmental policies and values
- Able to negotiate through differences in a productive manner that resolves issues impacting areas in and outside of assigned department/work group.
Assistant Store Manager
ABC Fine Wine & Spirits
Richmond
06.2021 - Current
- Trained new employees on product knowledge and customer service standards.
- Oversaw inventory management and ensured proper stock levels were maintained.
- Handled customer inquiries and resolved issues efficiently and professionally.
- Implemented visual merchandising strategies to enhance product displays.
- Coordinated promotional events to increase customer engagement and sales.
- Collaborated with management to develop team performance improvement plans.
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
Unit Manager
Capital One
Richmond
10.2012 - 11.2024
- Managed team performance and ensured alignment with operational goals.
- Developed training programs to enhance employee skills and knowledge.
- Coordinated daily operations and prioritized tasks for optimal workflow.
- Implemented process improvements to increase efficiency and reduce errors.
- Oversaw compliance with company policies and regulatory requirements.
- Provided guidance, coaching, and mentoring to staff members.
- Analyzed data trends to support decision-making and strategic planning.
- Developed effective strategies to improve employee morale, motivation, and engagement.
- Implemented new technologies to streamline workflow processes within the unit.
- Resolved complex customer service issues in a timely manner.
Project Manager
Capital One
Richmond
02.2022 - 10.2024
- Developed and implemented strategic project plans aligned with business objectives.
- Managed multiple projects with competing deadlines simultaneously.
- Monitored project progress, identified risks, and took corrective action.
- Monitored project performance to identify improvement opportunities and implement necessary adjustments.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Coordinated with contractors to achieve project deadlines and ensure consistent performance.
- Provided detailed project status updates to stakeholders and executive management.
- Planned project phases by coordinating timelines and resources.
Process Manager
Capital One
Richmond
02.2020 - 10.2024
- Led process improvement initiatives to enhance operational efficiency and effectiveness.
- Developed process improvement plans to streamline business operations and boost efficiency.
- Collaborated with cross-functional teams to streamline workflows and reduce bottlenecks.
- Analyzed data trends to identify areas for process optimization and cost reduction.
- Managed project timelines and resources to ensure timely delivery of process changes.
- Managed projects from initiation through completion by setting goals, timelines, milestones.
- Monitored process execution against established standards and benchmarks.
- Implemented best practices in risk management for financial operations and compliance.
- Performed root cause analysis of problems within the system and proposed corrective measures.
- Conducted regular audits to verify compliance with quality control standards.
Education
High School Diploma -
John Marshall
Richmond, VA06-2004
Associate of Science - Psychology
J Sargent Reynolds
Richmond, VA06-2026
Skills
- Project management
- Client relationship management
- Process improvement
- Team building
- Team performance coaching
- Staff development
- Staff training
- Assignment delegation
- Data analysis
- Report preparation
- Conflict resolution
- Communication skills
Affiliations
- Volunteer at www.savingouryouthva.org from 2024-current
Timeline
Unit Manager
Assurant
08.2025 - Current
Project Manager
Capital One
02.2022 - 10.2024
Assistant Store Manager
ABC Fine Wine & Spirits
06.2021 - Current
Process Manager
Capital One
02.2020 - 10.2024
Unit Manager
Capital One
10.2012 - 11.2024
High School Diploma -
John Marshall
Associate of Science - Psychology
J Sargent Reynolds