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Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary

Results-focused manager offering 8 years of experience leading talented teams and training programs. Successful at engaging with staff by discussing training and team performance, maintaining accountability and acknowledging excellent performance. Driven to maintain service standards by supporting staff in handling service issues and customer communications.

Skills
  • Accurate Money Handling
  • Team Leadership
  • Training and Development
  • Goals and Performance
  • Decision-Making Abilities
  • Scheduling
  • Budgeting
  • Opening and Closing Procedures
  • Staff Management
  • Cash Handling
  • Process Improvement
  • Effective Planning
  • Store Merchandising
  • Point of Sale Systems
  • Cash Register Operation
  • Customer Complaint Resolution
  • Employee coaching
  • Class preparation
  • Community outreach
  • Lecturing skills
  • Lesson writing
  • Curriculum Development
  • Assessments administration
  • Trainer coaching
  • Materials Preparation
  • Schedule Management
  • Feedback collection
  • Public speaking
  • Online training experience
  • Employee training
  • Classroom expertise
Work History
03/2015 to 01/2021
Front End Coach & Corporate Trainer Entegris, Inc. Danbury, CT,
  • Gathered feedback from team and department leaders to devise new training materials targeted on current needs.
  • Documented class activities, including attendance and participation, and provided feedback to management.
  • Administered assessments before, during and after courses.
  • Taught more than 15 classes or workshops per year.
  • Mentored 2 employees per month after classes in order to monitor progress in management, processes and leadership.
  • Corresponded with trainees through email, telephone or postal mail.
  • Fostered meaningful relationships among trainees through follow-up, being readily available to assist at any time and by visiting stores on regular basis.
  • Planned, implemented, monitored and assessed classroom instructional program.
  • Facilitated group sessions and provided one-on-one support.
  • Provides supervision and development opportunities for hourly associates by hiring, training, and mentoring of associates; assigning duties; setting clear expectations; providing associate recognition; communicating expectations consistently and effectively; ensuring diversity and inclusion awareness; and recruiting and developing qualified associates to meet staffing needs and achieve company growth potential.
  • Leads and develops teams effectively by teaching, training, and actively listening to associates; touring stores and providing feedback (Tour-to-Teach); communicating and collaborating with all levels of associates regarding store operations, utilizing technology, business initiatives, merchandising, and company direction; introducing and leading company change efforts; providing clear expectations and guidance to implement business solutions; and communicating business objectives to teams effectively.
  • Models and demonstrates exceptional customer service standards to store associates by following and demonstrating One Best Way (OBW) service model; managing and supporting customer service initiatives (for example, store of the community and community outreach programs); ensuring customer needs, complaints, and issues are successfully resolved; developing and implementing action plans to correct deficiencies; and providing process improvement leadership to ensure a high quality customer experience.
  • Drives the financial performance and sales of the designated store area by reviewing and evaluating P&L (Profit & Loss) statements; managing and assisting in budgeting, forecasting and controlling expenses in designated business area to confirm they are indexed to sales; monitoring and ensuring effective merchandise presentation, seasonal transitions, inventory flow, and operational processes; and developing, cash handling, mitigated cash shortages, and implementing action plans to mitigate shrink and ensure sales and profit goals are achieved for business area.
  • Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Established and optimized schedules to keep coverage and service in line with forecasted demands.
10/2013 to 11/2017
Recovery Legal Analyst Fleetcor Technologies Inc City, STATE,
  • Obtained documents, clearances, certificates and approvals from local, state and federal agencies.
  • Achieved a monthly recovery quota 95% of the time by processing legal actions and working with outside collection agencies on collecting debt for commercial fuel/credit card accounts.
  • Assisted various business groups with document organization and dissemination during acquisitions.
  • Entered details such as payments, account information and call logs into the computer system.
  • Copied, logged and scanned supporting documentation.
  • Researched and updated all required materials needed for firm and partners.
  • Analyzed departmental documents for appropriate distribution and filing.
  • Responded to customer requests via telephone and email.
  • Worked directly with outbound associates, collection agencies and attorneys to achieve a monthly debt remittance of at least $250,000.
  • Corporate trainer | bank of america.
  • Supported case preparation activities, including interpreting laws, rulings and regulations.
  • Compiled data and conducted research to draft legal documents for attorneys.
01/2009 to 10/2013
Operations Training Manager Bank Of America City, STATE,
  • Created training programs and instructional materials to further educate associates in banking as well as mortgage customer service.
  • Created and executed a competency program with a 90% success rate.
  • Led cross-functional training for external and internal clients and created some training materials and exams.
  • Improved organizational efficiency and control costs by educating a great number of employees on resource and time management.
  • Developed effective training manuals, modules and teaching aids.
  • Monitored employee progress and gave feedback to management and additional training requirements.
  • Facilitated group sessions and provided one-on-one support.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
  • Reviewed and edited all training materials for accuracy and company policy compliance.
  • Researched and obtained relevant course materials to achieve training objectives.
  • Implemented new learning strategies depending upon employees' skill levels.
  • Managed all exempt employee coaching, training and performance improvement actions.
  • Applied adult learning and performance expertise to assess behavioral and ability issues impacting work performance.
  • Tested all training software and hardware prior to commencing training programs.
  • Selected and assigned instructors to conduct specific training programs.
  • Led daily, weekly and monthly coaching, counseling and feedback sessions.
  • Conducted training courses and prepared videos for long-term use.
Education
Expected in 08/2021
Ph.D.: Strategic Leadership
Liberty University - Lynchburg, VA
GPA:
Expected in 09/2018
Master of Education: Teaching
American Public University System - Charles Town, WV
GPA:
Expected in 04/2016
Bachelor of Arts For Teaching: Early Childhood Education
Ashworth College - Norcross, GA
GPA:
Expected in 08/2014
Associate of Arts: Education
American Public University System - Charles Town, WV
GPA:

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Resume Overview

School Attended

  • Liberty University
  • American Public University System
  • Ashworth College
  • American Public University System

Job Titles Held:

  • Front End Coach & Corporate Trainer
  • Recovery Legal Analyst
  • Operations Training Manager

Degrees

  • Ph.D.
  • Master of Education
  • Bachelor of Arts For Teaching
  • Associate of Arts

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