Jenna Swaggerty
Business Analyst
Nashville, Tn
Summary
Seasoned Business Analyst offering 6 years of experience in business analysis, as well as assistance within other departments. Accomplished at leveraging past lessons to inform future decision-making. Professional worker experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Eager and able to acquire and utilize new skills. Highly efficient at working in team environments, as well as solo environments.
Overview
14
14
years of professional experience
Work History
Business and Data Analyst
Crosstown Courier
La Vergne, TN
10.2016 - Current
- Developed and improved integrated reporting and analysis capabilities.
- Developed and controlled execution of reporting and analytics for multiple operations departments.
- Articulated risks and issues to communicate concerns to various levels of management.
- Integrated new products and entities into business structure.
- Provided evaluative judgment based on analysis of information in complicated and unique situations and contributed to formulation of standards and strategies for functional areas.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Established strategy for operations reporting and analytics, identifying key needs for deliverables while driving continuous improvement of processes.
- Built and harmonized operations reports for team leaders, senior managers and executives, supervising automation of reports and data sources to eliminate errors.
- Produced accurate and timely collections reports, facilitating measurement, decision-making and engagement with customers.
- Instituted contingency plans, ensuring business continuity through cross-training, documentation and data backups.
- Ensured that all drivers are utilizing most recent version of delivery application on their devices, ensuring it would communicate data properly with the software used to input and extract data for reporting. This helps ensure that data extracted for reports is accurate.
- Successfully took on reports that existed, prior to coming on board.
- Successfully made existing reports more user friendly, coming up with simplified ways to get the same, if not more accurate, conclusions, as well as expediting the process of creating/updating these reports.
- Added further breakdowns of key points of interest for individual reports, so that the data could provide better detail of where failures and successes lie. In some circumstances, this has helped identify overall trends of monies coming in versus monies being paid to drivers, also monitoring the success or failure to best utilize the delivery teams to move out freight within a timely and efficient manner. These analyses tend to show trends in the forms of yearly, quarterly, monthly, weekly, daily, and hourly breakdowns.
- Monitored trends of peak hours, so that the company and its branches could ensure to have the proper amount of drivers available for any STAT orders.
- Assisted in the Customer Service department, scheduling deliveries, as well as following up with customers about their experience(s) and requesting they leave reviews.
- Assisted in Accounting. Aided in the process of accepting/processing payment remittances.
- Hired on as Fleet Administrative Assistant. Managed driver applications and files.
- Ensured all driver files stayed up to date on licenses, insurances, any and all necessary clearances, etc.
- Assisted in the interviewing and onboarding processes with potential contractor drivers.
- Assisted in the process of uniform stock management, as well as identification badge production.
- Assisted in office supply management.
- Successfully utilized time management skills in order to best assist in multiple departments per day.
Valet Attendant
Vanderbilt University Medical Center
Nashville, TN
05.2014 - 07.2016
- Parked and retrieved cars carefully to prevent damage and avoid delays.
- Established positive guest relationships through consistent delivery of excellent customer service.
- Welcomed arriving guests and explained car retrieval procedures.
- Recorded make, model and exact location of each parked vehicle for easy retrieval.
- Inspected vehicle upon arrival, notating any existing damages, to ensure no damage claims would be made on damages that existed prior to the guest's arrival.
- Assisted guests with loading and unloading luggage and delivered instructions to front desk for check-in.
- Surveilled parking areas to watch for vandals and other issues likely to cause damage to or theft of vehicles.
- Removed trash and waste from lots to maximize space availability for valet parking.
- Reported customer-oriented issues immediately to Valet Supervisor for swift assistance and resolution.
- Delivered guest vehicles smoothly and met diverse needs of valet customers.
- Helped guests unload and load luggage.
- Maintained cleanliness of work sites, parking spaces and guest services stations.
- Answered guest's questions about property amenities and services.
- Issued and collected claim tickets and processed valet parking fees.
- Monitored and documented guest traffic flow in valet lot.
- Arranged special transportation for guests and booked taxis and business-class vehicles.
Assistant Store Manager
Claire's Boutique
Nashville, TN
03.2011 - 05.2014
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
- Attained expert level of product knowledge, becoming go-to person for major sales and vendor negotiations.
- Reviewed sales and gross profit reports to determine options for increasing market growth.
- Met or surpassed business targets regularly through employee engagement and forward-thinking planning.
- Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
- Analyzed and interpreted store trends to facilitate planning.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Sales Associate
Bath & Body Works Inc.
Nashville, TN
11.2010 - 12.2012
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Provided positive first impressions to welcome existing, new and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
- Engaged with customers to effectively build rapport and lasting relationships.
- Prepared merchandise for sales floor by pricing or tagging.
- Solved customer challenges by offering relevant products and services.
- Increased sales by offering advice on purchases and promoting additional products.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Processed product returns and assisted customers with other selections.
- Achieved perfect attendance and on-time record.
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
- Maintained records related to sales, returns and inventory availability.
- Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
- Completed orders and organized product deliveries to meet customer timetables.
- Tracked stock using company inventory management software.
- Loaded and unloaded merchandise using ladder and pallet jack.
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
- Prepared large cash deposits with zero discrepancies.
- Worked alongside retail representatives to enhance product presentations and advertising collateral.
- Applied security and loss prevention training toward recognizing risks and reducing store theft.
Lead Sales Associate (Third Key Holder)
Dollar General
Pegram, TN
09.2009 - 11.2010
- Trained, coached and mentored new sales associates for maximum performance.
- Provided exceptional customer service to foster client loyalty and satisfaction.
- Monitored sales team performance and provided constructive feedback.
- Kept detailed track of sales and customer information in company system.
- Reported sales data to upper management for review.
- Led sales team to exceed quarterly sales goals.
- Achieved and exceeded sales goals through dedication to identifying and pursuing new opportunities.
- Balanced traditional and innovative sales tactics to complete sales and trained employees on current sales protocols.
- Studied product and local markets to adjust sales pitches and adapt strategies for optimized sales.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Monitored sales processes to identify areas in need of improvement and implemented systems to rectify issues.
- Implemented new marketing initiatives to drive sales and improve overall performance.
- Managed efficient cash register operations.
- Answered customer questions about products and services, helped locate merchandise and promoted key items.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Listened to customer needs and desires to identify and recommend optimal products.
- Processed accurate credit, debit, check and cash sales transactions.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Developed strong rapport with customers and created positive impression of business.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Prioritized helping customers over completing other routine tasks in store.
- Monitored customers for signs of security concerns and escalated issues to management.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Informed customers of current store promotions to encourage additional sales purchases.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
Education
Sign Language Interpretation
Nashville State Community College
Nashville, TNHigh School Diploma -
Harpeth High School
Kingston Springs, Tn05.2009
Skills
- Customer Service
- Microsoft Excel
- Leadership
- Microsoft Word
- Sales
- Team Management
- Organization
- Time Management
- Typing ~45 WPM
- Recommendations for Action
- Data Summaries
- Customer Monitoring
- Extraction Transformation and Loading (ETL)
- Process Improvement Techniques
- Business Analysis
- Spreadsheet Development
- Compiling Data
- Pivot Tables
- Trend Data Analysis
- Administration and Management
- Information Processing
- Work Organizing and Prioritizing
- Independence and Initiative
- Documentation Management
- Data and Analytics
Timeline
Business and Data Analyst
Crosstown Courier
10.2016 - Current
Valet Attendant
Vanderbilt University Medical Center
05.2014 - 07.2016
Assistant Store Manager
Claire's Boutique
03.2011 - 05.2014
Sales Associate
Bath & Body Works Inc.
11.2010 - 12.2012
Lead Sales Associate (Third Key Holder)
Dollar General
09.2009 - 11.2010
Sign Language Interpretation
Nashville State Community College
High School Diploma -
Harpeth High School
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