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executive team leader service engagement resume example with 6+ years of experience

Jessica Claire
, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - - -
Professional Summary

Goal-oriented Customer Service Manager with 5 years of experience in a successful leadership role. Detail-focused with knowledge of employee training techniques throughout the sales process and a dedication to meeting and exceeding sales goals. Charming salesperson with skill in communciation and collaboration for best-in-class Service.

Skills
  • Effective problem solver
  • Detail-oriented
  • Customer-service oriented
  • Microsoft Office expertise
  • Time Management
  • Self-motivated
  • Skilled multi-tasker
  • Knowledgeable in CRM
  • Outstanding Interpersonal skills
  • Excellent Written Communication skills
Work History
04/2019 to Current
Executive Team Leader- Service & Engagement Target Dublin, CA,
  • Build a team of 50 passionate and knowledgeable Guest Advocates and 3 Service and Engagement Leaders who strive to exceed guest service expectations by focusing on decreasing wait time, friendly guest interaction, and service recovery.
  • Drive total store sales, understand the role in sales growth, and how the departments and team contribute to and impacts total store profitability.
  • Anticipate staffing needs, talent plan and recruit – both long and short term.
  • Manage leaders to follow up on training completion, check for understanding, and provide continuous education opportunities to drive proficiencies for all front of store experiences.
  • Engage in consistent and meaningful development conversations throughout the critical touch points within Service and Engagement Team leader career path.
  • Personalize recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and guest centric culture.
  • Establish a culture of accountability through clear expectations and performance management (observe, recognize and coach) on critical Service and Engagement behaviors.
  • Understand business reporting and guest insights to understand, troubleshoot and follow up on opportunity areas.
  • Quickly respond to any negative guest shopping experience by de-escalating the situation and ensuring the team understands and feels supported to make things right for the guest.
  • Create schedules that follow the scheduling allocation and guidelines to support peak traffic times, key holiday events, and weekends.
  • Manage the store experience by anticipating and/or reacting with urgency to staffing or scheduling needs based on fluctuations in guest traffic and sales.
  • Ensure team leader schedules support a frictionless experience during guest peak traffic times for all shopping preferences (check lanes, SCO, OPU/Drive-up).
  • Lead as the champion of physical and digital offerings to ensure the team can inform, educate, and promote a suite of benefits, features, and offerings that reward the guest and/or enhance their shopping experience (Including Red Card and Wallet).
  • Expect and enable the team to stay up-to-date on upcoming major promotions, brand launches, and events.
  • Demonstrate a culture of ethical conduct, safety, and compliance. Lead team to work in the same way and hold others accountable to this commitment.
  • Follow all safe and secure training and processes.
  • Address store needs (emergency, regulatory visits, etc.)
03/2018 to 01/2019
Enrollment Counselor State Of Colorado Denver, CO,
  • Recruited and interviewed qualified candidates for enrollment, and determine appropriateness of candidates for enrollment based upon career goal compatibility.
  • Led and directed New Student Orientation, Open House and regional recruitment events.
  • Enrolled and readmitted new students on a continuous, 5 week basis for Director of Enrollment.
  • Oversat the quarterly enrollment goal by 15% every semester per year.
  • Trained new hires on utilization of the CSR system, educational programs and conducting of applicant interviews.
  • Secured 15 new inquiries (Personally Developed Referrals) monthly by directly asking via phone and in-person interactions about referrals of others that may be interested in continuing their education.
  • Conducted follow-up meetings, monthly at minimum, with all applicants to ensure successful matriculation through first semester.
  • Reconstructed the lead development process for a team of 15 counselors to utilize for the discovery of new applicants.
03/2017 to 02/2018
Vertical Sales Specialist Pnc Financial Services Group, Inc. Mission, TX,
  • Consulted with clients after sales and contract signings to resolve problems and provide ongoing support 24/7.
  • Built client relationships by acting as the liaison between the national accounts team and market sales representatives.
  • Maintained high standards of customer service by answering pricing, availability, credit questions expeditiously.
  • Maintained a central database of key contacts, risk ratings, financial impact and key issues.
  • Developed a billing structure for 500 employees that were employed for the FEMA contract, during Hurricane Harvey.
  • Utilized CRM to organize and manage current clients' accounts and prospective clients.
  • Created monthly sales reports by tracking weekly billing from the national branches.
  • Worked directly with management, National Account Managers, and National Account Support department to brainstorm, discuss strategy and mitigate billing issues.
  • Produced ad hoc reports and documents for senior team members on monthly basis.
08/2014 to 01/2017
Branch Assistant Manager Enterprise Rent-A-Car City, STATE,
  • Managed a 644 car fleet operation with high-volume and time sensitive customer transactions.
  • Promoted 13 employees to their next level of management within the company.
  • Maintained a corporate average score of 85 for the Enterprise Customer Service Qualification Index.
  • Developed and coached the employees on time management, sales and service, and how to remain promotable.
  • Created daily reports to check and balance the monthly Account Receivables, using the Microsoft Office Excel.
  • Cross-trained the 5 assistant branch managers within the branch.
  • Supervised a team of 15 branch employees and made recommendations regarding performance evaluations.
  • Protected company assets with strategic risk management approaches.
  • Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 5-member management team with related direct reports.
Education
Expected in to to
Bachelor of Arts: Psychology
Spelman College - Atlanta, GA
GPA:

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Resume Overview

School Attended

  • Spelman College

Job Titles Held:

  • Executive Team Leader- Service & Engagement
  • Enrollment Counselor
  • Vertical Sales Specialist
  • Branch Assistant Manager

Degrees

  • Bachelor of Arts

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