Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Accomplishments
References
Work Availability
Work Preference
Timeline
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Ellen Coward

Yakima

Summary

Customer Experience Supervisor at JCPenney with a strong record of driving sales growth and improving customer satisfaction. Achieved a 91.4% positive Greet rating through effective employee training and expense management. Expertise in optimizing operations and fostering a high-performing team culture. Proven ability to lead retail teams in delivering exceptional service consistently.

Overview

10
10
years of professional experience

Work History

Customer Experience Supervisor

JCPenney
Union Gap
06.2023 - Current
  • Coached staff on strategies that enhanced performance and strengthened customer relations.
  • Managed daily operations of customer service department, including staff scheduling.
  • Trained new team members on customer service best practices to ensure high-quality support.
  • Enhanced customer checkout experience and drove credit program success, resulting in the highest credit sales penetration within the district at 38.9% and achieving an 83% success rate in prior year 1st-day new account activations, outperforming the district average by 31%
  • Improved customer engagement and satisfaction, achieving a 91.4% positive Greet rating and a 97.8% positive Ease of Checkout rating, exceeding the company's YTD averages by 2.6% and 4.7% respectively.
  • Streamlined omnichannel operations by ensuring efficient Ship-From-Store processes, achieving a 99.0% rate for SFS orders shipped within 24 hours, outperforming the company average by 2.5%.
  • Demonstrated strong leadership in talent management, achieving a new hire retention rate of 85.4%, which surpassed the company average by 6.3%
  • Drove sales growth and increased units per transaction, achieving a 3.6% year-over-year increase in Merchandise Sales UPT % to LY.
  • Effectively managed payroll expenses, coming in 3.2% under plan, which outperformed the company's performance of 1.1% under plan.
  • Demonstrated strong expense control, achieving general expenses 17% below plan, significantly exceeding the company's -1.7% plan.
  • Maximized sales in Fine Jewelry by driving protection plan adoption, achieving a Fine Jewelry Protection Plan percentage of 47.7%, which surpassed the company's average of 38.0%.
  • Contributed to the success of the credit program by exceeding credit acquisition goals by 0.1% and driving JCPenney credit card usage to 40.8%, compared to the company's 40.0%.

Merchandising Manager

JCPenney
Union Gap
09.2015 - 06.2023
  • Created strategic merchandising plans to maximize sales and profitability.
  • Implemented targeted stocking strategies to enhance inventory appeal and boost sales.
  • Cultivated a culture of continuous improvement, promoting innovation in merchandising operations.
  • Drove significant sales growth, achieving a 230.5% year-over-year increase in Merchandise Sales UPT % to LY and a 2.7 Merchandise Sales UPT, contributing to overall revenue generation.
  • Optimized store operations and resource allocation, demonstrating Critical Effectiveness in Scheduling at 85.2%, outperforming the company's 79.1%, and managed expenses effectively, coming in 7.3% below the general expense plan, compared to the company's 4.1% over plan.
  • Maximized customer engagement and drove financial performance through the JCPenney credit program, achieving 38.9% credit usage (second highest in the district of 22 stores).
  • Consistently delivered exceptional customer service and satisfaction, achieving an 85.1% Greet score (compared to the company's 82.4%) and a 91.2% Ease of Checkout score (compared to the company's 86.4%)."
  • Ensured efficient order fulfillment and customer satisfaction with omnichannel services, achieving a 98.1% rate for SFS orders shipped within 24 hours (compared to the company's 97.2%).

Education

Bachelor of Science - Zoology

Washington State University
Pullman, WA
05-1997

Skills

  • Customer service
  • Employee training
  • Staff scheduling
  • Sales growth
  • Inventory management
  • Omnichannel operations
  • Performance coaching
  • Expense control
  • Conflict resolution
  • Credit program management
  • Teamwork and collaboration
  • Scheduling and Time-tracking
  • Team leadership
  • Retention management

Affiliations

  • I have a longstanding interest in pop culture, attending the San Diego Comic Convention International yearly
  • I look after a feral cat colony that I put through a TNR program

Languages

English
Proficient (C2)
C2
Spanish
Elementary
A1

Accomplishments

  • Multiple Fine Jewelry Events, winning cash or merchandise

References

References available upon request.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-Site

Important To Me

Work-life balanceCompany Culture401k matchFlexible work hoursPaid time offHealthcare benefits

Timeline

Customer Experience Supervisor

JCPenney
06.2023 - Current

Merchandising Manager

JCPenney
09.2015 - 06.2023

Bachelor of Science - Zoology

Washington State University

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