Jay Gladney
Chattanooga,TN
Summary
Innovative, proven operations and customer focused leader, with over 5 years of customer service experience and Data Entry, SQL, and account management.
Overview
8
8
years of professional experience
Work History
Merchant Experience Analyst
DoorDash
Tempe, AZ
01.2022 - Current
- In charge of managing over 1,500 merchant accounts that are partnered with DoorDash. Fast paced environment with independent goals and problem solving. Focused heavy on financial management and SQL.
- Named top performing MXP of the week by Supervisor and metrics on several occasions
- Proficient in Operations and Strategy
- Very strong written and verbal communication skills
- Strong retention strategy and relationship building/management skills
- Solving problems in innovative ways and being able to work as an individual with goals and team member
- Dealt with legal issues as well as financial issues including banking
- Proficient in Data-Driven decision making
- Excellent in cross-functional team relations
- Strong consultative skills
- Percipio
- Mode Analytics
- Tableau
- JIRA
- Skilled in strategy and analyzation
- SQL and Excel heavy, great knowledge of both
- Marketing skills
- Snowflake
- Sigma
- Confluence
- Developed promotional campaigns to boost sales volume and profits.
- Reviewed financial reports on a daily basis for budgeting purposes.
- Provided training and guidance to staff members regarding sales techniques.
- Utilized various digital platforms such as social media or email marketing campaigns.
- Prepared periodic reports on store performance metrics for senior management review.
- Created and maintained relationships with vendors and suppliers.
- Monitored competitor activities to stay ahead of the market trends.
- Maintained accurate records of all transactions using ERP software systems.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Monitored progress by establishing plans, budgets and measuring results.
Tier 3 Service Representative
DoorDash
Tempe, AZ
01.2021 - 07.2022
- In charge of taking inbound calls and assisting dashers and customers on the spot. Very fast paced environment in which I had to take calls and work cases at the same time.
- Greeted customers and answered inquiries in a professional manner.
- Data Analysis
- SalesForce
- SQL
- Data Visualization
- Named employee of the week several times by Supervisor and Peers
- Snowflake
- Microsoft Excel
- Excellent in cross-functional team relations
- Assisted customers with purchases, returns, and exchanges of merchandise.
- Processed payments via cash, check, or credit card transactions.
- Stocked shelves with new products as they arrived in the store.
- Performed inventory counts to ensure accuracy of stock levels on hand.
- Ensured compliance with all safety regulations within the store environment.
- Operated point-of-sale systems accurately and efficiently to process customer orders quickly.
- Created labels for outgoing shipments using shipping software programs such as UPS WorldShip or FedEx Ship Manager.
- Tracked daily sales figures and updated spreadsheets accordingly.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Leveraged software and systems to obtain information and maintain documents.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Restaurant General Manager
Jersey Mikes
Scottsdale, AZ
01.2019 - 01.2021
- Started as assistant manager and promoted to general manager
- Aligned with operation objectives, promoted exceptional customer service, and managed excellent food safety and cleanliness standards
- Manage a team of 8-12 employees
- Handled all customer service issues
- On call for any issues in the store
- Handle all bank deposits
- Proficiency in SQL and Data Analyzing
- Financial management
- Marketing and Sales
- Creating staff schedules
- Ensured compliance with health, safety and sanitation standards.
- Maintained accurate inventories of food, supplies and equipment.
- Monitored daily operations to ensure adherence to established policies and procedures.
- Scheduled staff shifts and monitored labor costs.
- Recruited, trained and supervised staff members.
- Analyzed financial statements and prepared budgets for the restaurant.
- Reviewed menu items on a regular basis to ensure quality standards were met.
- Negotiated contracts with vendors for food supplies, beverages, equipment and other necessary items.
- Conducted regular meetings with staff members to discuss operational issues.
- Performed administrative tasks such as payroll processing and accounts receivable management.
- Resolved and investigated complaints regarding service, food quality and accommodations.
- Managed accounts payable, accounts receivable and payroll.
- Updated computer systems with new pricing and daily food specials.
- Proficient in Microsoft Excel
Assistant Restaurant Manager
Jersey Mikes
Tempe, AZ
01.2018 - 01.2019
- Worked as assistant manager while Scottsdale restaurant was being built
- Managing staff schedules
- Money management
- Customer service
- Food safety
- Assisted in recruiting, training, and scheduling staff members.
- Provided leadership and direction to restaurant employees.
- Ensured compliance with health and safety regulations.
- Supervised food preparation, ordering of supplies, and inventory control.
- Conducted daily inspections of the dining area to ensure cleanliness and orderliness.
- Maintained accurate records of sales transactions and other financial information.
- Created weekly work schedules for all restaurant personnel.
- Promoted special events or discounts to increase sales volume.
- Analyzed operational costs and made recommendations for cost savings.
- Developed marketing strategies to attract new customers.
- Planned menus, adjusted prices, monitored food quality, and portion sizes.
- Created Data Visualization to investigate Market Trends
- Excel
- Google Sheets
- SalesForce
- Calculated inventory and ordered appropriate supplies to meet expected demands.
Data Entry/Customer Service Specialist
Animal Palace Pet Grooming
Wellington, FL
01.2016 - 01.2017
- Performed data entry, team building, and customer service tasks at Animal Palace Pet Grooming.
- Data Entry
- Team building
- SQL proficiency
- Excel
- Money management
- Schedule building
- Financial management
- Taking inbound calls and making outbound calls
- Fast-paced environment
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Answered incoming customer inquiries regarding product and service information.
- Responded to customer emails with accurate product and service information.
- Performed data entry of customer orders into the company's order management system.
- Generated reports on customer feedback, trends, and other metrics for management review.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Conducted outbound calls to follow up on surveys or solicit additional business opportunities.
- Analyzed customer feedback data to identify areas for improvement in products or services offered.
- Tracked key performance indicators related to customer service operations using various reporting tools.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Excel
- Data Visualization
- Marketing Trends
Education
Management Training -
Jersey Mikes
01.2019
- Business Administration
GateWay Community College
Phoenix, AZ- Communications Technologies
Texas Tech University
Lubbock, TXSkills
- P&L reports
- Hiring
- Training
- Budgeting Management
- Point of Sales Systems
- Inventory Control Operations
- Management
- Communication
- Continuous Improvement
- Time Management
- Corrective Action Procedures
- Employee Development
- Food Quality Standards
- Data Entry
- Project Management
- Financial Services
- Consultation
- Initiative
- Individual goals
- Team building
- Customer retention
- SQL
- Excel
- SalesForce
- Tableau
- Python
- Data Analysis
- Cost Control
- Business Forecasting
- Customer Service Management
- Inventory Management
- Performance Improvement
- Data Management
- Quality Assurance
- Customer Retention
- Staff Management
- Supervision and Training
- Cross-Functional Team Management
- Team Leadership
- Sales Strategies
- Inventory Control
- Employee Scheduling
- Process Development and Streamlining
- Materials Planning and Logistics
- Delegation
- Goal Setting
Timeline
Merchant Experience Analyst
DoorDash
01.2022 - Current
Tier 3 Service Representative
DoorDash
01.2021 - 07.2022
Restaurant General Manager
Jersey Mikes
01.2019 - 01.2021
Assistant Restaurant Manager
Jersey Mikes
01.2018 - 01.2019
Data Entry/Customer Service Specialist
Animal Palace Pet Grooming
01.2016 - 01.2017
Management Training -
Jersey Mikes
- Business Administration
GateWay Community College
- Communications Technologies
Texas Tech University