Jack Smith
Summary
Determined, organized and dependable leader with a passion for continuous development of self and staff. Successful at managing multiple priorities with a finely tuned customer experience focus.
Overview
7
7
years of professional experience
Work History
Supervisor, Financial Services
Western Governors University
05.2022 - Current
- Managed employee life cycle from recruitment, onboarding, retention, development, through separation.
- Develop and coordinate successful work schedules for a team of 12 to maintain deadlines and handle an average daily volume of 400 customer interactions.
- Prepared and conducted employee evaluations to provide feedback and set expectations for future job performance on a monthly basis.
- Updated and defined operational metrics and procedures to improve efficiency and attainment by an average of 4%.
- Developed and implemented a weighting structure to accurately represent productivity and improve employee moral while identifying trends and coaching opportunities.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Applied strong quantitative support to ensure effective decision making.
Financial Services Cooordinator
Western Governors University
10.2021 - 05.2022
- Assist Supervisor in coordination of daily activities for a team of 12 Financial Services representatives.
- Coach representatives on proper processes and procedures to better assist our students and improve representatives' confidence in their position.
- Performed evaluation of newly added team members at 30, 60, and 90 days.
- Analyze and approve prioritization requests for students based on variety of criteria.
- Handle escalated conversations with students to find the best resolution available.
- Prepare and conduct team meetings to improve morale and knowledge within team.
- Adapt responsibilities given needs of the department and supervisor on day-to-day basis.
Financial Aid Specialist
Western Governors University
08.2020 - 10.2021
- Counseled students and parents about financial aid options at the federal and state level.
- Provided financial aid counseling to enrolled and prospective students.
- Observed all Government and company regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches.
- Simplify complex concepts for students to ensure understanding and informed decision making.
- Handled customer complaints with ease by conducting research, listening carefully and taking appropriate action.
- Managed more than 900 student cases per month
Inventory & E-Commerce Analyst
Axe Bat
01.2019 - 08.2020
- Manage Axe Bat inventory including sales analysis, forecasting, pricing and gross margin management.
- Collaborate and communicate across departments to identify key business metrics.
- Drafted concise and accurate reports detailing inventory, trends and sales for distribution to upper management and use in strategic planning.
- Perform cost analysis and process management to identify areas for operational improvement and make suggestions to increase efficiency.
- Coordinate Less-Than-Load shipments saving more than $20K/year through negotiation and developing vendor relationships.
- Engage in international supply chain working with manufacturers throughout Asia.
- Work with Business-to-Business and Business-to-Consumer channels to ensure accurate and timely delivery of product.
- Evaluate inventory needs using sales to forecast reporting and communicate purchase orders with manufacturing partners.
Customer Service Specialist
Axe Bat
07.2018 - 01.2019
- Provided exceptional customer service at corporate call center, finding creative solutions to customer issues and creating customers for life.
- Managed all warranty claims to ensure customer satisfaction and retention.
Golf Sales Lead
Dick's Sporting Goods, Inc
05.2017 - 06.2018
- Managed inventory levels to ensure adequate stock of popular items during peak seasons.
- Trained new team members on golf products, resulting in improved sales performance across the team.
- Demonstrated expertise in golf equipment and accessories, positioning myself as a trusted resource for customers seeking advice.
- Ran the entire sales floor, encompassing delegation and task management of all store floor associates as well as supervision of point of sales.
- Led merchandising for the golf department including detailed implementation of all corporate plan-o-grams.
Skills
Customer Service
MS Office Suite
Reporting
Process Improvement
Salesforce Lightning
Training and Mentoring
Priority Management
Business Planning
Staff Management
Strategic Planning
Client Relationship Building
Account Maintenance
Data Analysis
Inventory Management
Timeline
Supervisor, Financial Services
Western Governors University
05.2022 - Current
Financial Services Cooordinator
Western Governors University
10.2021 - 05.2022
Financial Aid Specialist
Western Governors University
08.2020 - 10.2021
Inventory & E-Commerce Analyst
Axe Bat
01.2019 - 08.2020
Customer Service Specialist
Axe Bat
07.2018 - 01.2019
Golf Sales Lead
Dick's Sporting Goods, Inc
05.2017 - 06.2018