Shaun McCargo
Virginia Beach
Summary
Dedicated and personable customer service professional with 13 years of experience in delivering exceptional support and building strong client relationships. Adept at resolving issues, communicating clearly, and contributing to the team success. Eager to bring my problem-solving skills and positive attitude to Booz Allen and help enhance customer satisfaction.
Overview
13
13
years of professional experience
Work History
Operations Manager
Charter Communications, Spectrum
Kitty Hawk, NC
01.2023 - Current
- Managed cash control, and store opening and closing procedures.
- Analyzed performance metrics to identify trends, driving informed decision-making for resource allocation.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Approved regular payroll submissions for employees.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
Store Manager
Comcast
Atlanta, GA
12.2021 - 08.2022
- Works closely with assistant managers to ensure effective customer service staffing levels through efficient scheduling and adjustment to meet peak service demands
- Works with team to ensure excellence in customer service with every customer contact
- Manages the performance and development of leadership staff
- Analyzes and audits customer and financial reports including sales, inventory, cash, productivity, and payroll to achieve or exceed budgeted performance
- Develop and implement sales incentives to meet and exceed RGU growth objectives
- Ensure that sensitve information is protected
- Perform administrative and transactional activities, including processing life-cycle transactions such as employee data changes, status changes, compensation, and separations.
Store Manager
Cox Communications
Virginia Beach, VA
09.2012 - 12.2021
- Appropriately scheduling staff to fit the business needs; to ensure adequate staffing all times
- Train new employees with sales, systems, and procedures
- Perform operational duties such as cash auditing and Brinks reporting and Back-office duties
- Maximized sales and profitability by focusing on key business initiatives, store merchandising, marketing execution, inventory management, and loss prevention
- Lead daily huddles to celebrate, motivate and inform staff of top performers, areas of focus, and changes to policies/procedures
- Responsible for the evaluation of peers through sales assessments, one-on ones, and coaching sessions.
Education
High School Diploma -
Randolph Henry High
06.2004
Skills
- Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Organization and prioritization skills
- Communicates well with others
- Analytical and problem-solving skills
- Experience applying detailed focus on data and processes
- Customer Relations
- Ability to use multiple applications and databases in a fast-paced environment
- Team leadership and coaching
- Cash Management
- Inventory Management
- Staff Management
- Payroll Management
Accomplishments
- Winners Circle and Torch award winner 2019
- Winners Circle winner 2020
- 20/200 Club” 2 times for keying 20 PSUs in one day and reaching 200% to goal for one month
- Award for top manager for highest Net Promoter Score in the east region 2019
- Winners Circle winner and top manager in the country 2020
Timeline
Operations Manager
Charter Communications, Spectrum
01.2023 - Current
Store Manager
Comcast
12.2021 - 08.2022
Store Manager
Cox Communications
09.2012 - 12.2021
High School Diploma -
Randolph Henry High