# Devin Dunlap

Devin Dunlap is a remote worker on Himalayas, Assistant General Manager at Old Navy, based in United States.

Source: https://himalayas.app/@devindunlap1

```text
Customer support and operations manager at Old Navy, coaching a team of 17 and improving service across retail and municipal operations.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Salary expectations | 58k+ USD |
| Job categories | Customer Support Manager, Customer Success Manager, Operations Manager |
| Skills | Customer Support Management, Operations Management, Customer service management, Escalation Management, Performance Management, Team Coaching, Customer Success, Call Center Operations, Customer Onboarding, Process Improvement, AHT, FCR, CSAT, Scheduling, Workforce Management |
| LinkedIn | https://linkedin.com/in/devin-dunlap |

## What I'm looking for

```text
I’m looking for a remote or hybrid customer support, customer success, or operations management role.
```

## About

```text
At Old Navy, I lead 17 Leads, Experts, and Brand Associates in daily store operations, coach team members, and serve as the escalation point for customer and staff concerns. I also support hiring, onboarding, scheduling, and workforce management.

At USAble Life, I used AHT, FCR, and CSAT data to guide coaching that reduced average handle time by 15 seconds. At the City of Hot Springs, I supported the Water Meter Customer Portal rollout and authored policy and procedure handbooks for a team serving more than 35,000 utility accounts. I’m completing a Bachelor of Business Administration at the University of Arkansas at Monticello, expected May 2027.
```

## Experience

### Assistant General Manager (current)

Old Navy. Oct 2024 - Present

```text
Lead a team of 17 Leads, Experts, and Brand Associates, overseeing daily store operations in a fast-paced, high-volume, customer-facing environment.

• Serve as the point of escalation for high-impact customer and staff issues, resolving concerns promptly and professionally

• Coach and mentor Leads, Experts, and Brand Associates, delivering consistent, timely performance feedback and applying per
```

### Assistant Store Manager

American Eagle Outfitters Inc.. Oct 2018 - Oct 2024

```text
Partnered with the Store Team Leader on staffing, scheduling, and team development in a customer-facing leadership role. Promoted from part-time to full-time during a six-year tenure.

• Led as a key Leader on Duty, directing multiple employees on different tasks at once and handling customer questions and escalations by phone, email, and in person

• Drove associate engagement through real-time c
```

### Customer Care Team Lead

[USAble Life](https://himalayas.app/companies/usable-life). Mar 2019 - Aug 2019

```text
Led and coached a team of 15 call center customer care agents supporting insurance policyholders and brokers.

• Reduced team average handle time by 15 seconds by using daily AHT, FCR, and CSAT data to guide coaching

• Conducted weekly one-on-one sessions and team meetings to drive call quality and performance

• Served as the escalation point for high-level customer and broker issues involving p
```

### Customer Service Manager- Municipal Customer Operations (MCO)

City of Hot Springs. Mar 2016 - Aug 2017

```text
Supervised a team of 9 customer-facing and call center representatives providing account management for 35,000+ utility customer accounts across Hot Springs and Garland County.

• Selected for the pilot group to test and validate the New World Systems conversion before citywide rollout

• Supported rollout and training of the Water Meter Customer Portal, improving self-service access for residents
```

### Customer Service Coordinator

City of Hot Springs. Jan 2015 - Mar 2016

```text
Worked as Customer Service Coordinator at City of Hot Springs.
```

### Accounts Payable Clerk

City of Hot Springs. Jun 2014 - Jan 2015

```text
Worked as Accounts Payable Clerk at City of Hot Springs.
```

### Customer Service Representative- MCO

City of Hot Springs. Jan 2011 - Jun 2014

```text
Worked as Customer Service Representative- MCO at City of Hot Springs.
```

## Education

### University of Arkansas at Monticello

Bachelor of Business Administration (3.8 GPA), Business Administration and Management, General

### National Park College

Associate's Degree, Business Administration and Management, General

### Mount Ida High School

Business/Career Pathway Completion Seal

```text
Jan 2009
```

## Tech stack

- Salesforce
- Workday
- Microsoft Excel
- UKG
- Microsoft Word
- Microsoft PowerPoint

To contact Devin, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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