JACKIE SUTHERLAND
Louisville,KY
Summary
Dynamic leader with over 25 years of experience optimizing processes and enhancing customer service in regulated environments. Expertise in staff training, budget management, and regulatory compliance, contributing to streamlined operations and community engagement.
Overview
30
30
years of professional experience
Work History
Assistant Store Manager
Kroger
Louisville, KY
07.2023 - 09.2025
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Supervised daily operations to ensure efficient store performance.
- Trained and developed staff on customer service standards.
- Coordinated staff schedules to optimize labor efficiency.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Ensured compliance with all safety regulations throughout the store premises.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Coordinated with vendors to secure product availability at competitive prices.
Manager, Sales & Customer Service
Macy's
Lexington, KY
01.2022 - 07.2023
- Resolved customer complaints promptly to maintain a positive shopping experience.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Developed promotional displays to attract customer attention and drive sales.
- Implemented visual merchandising strategies to enhance product presentation on the sales floor.
- Collaborated with cross-functional teams to improve store processes and efficiency.
- Conducted regular performance reviews to support employee development and accountability.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Analyzed customer feedback data to develop action plans for improving services offered.
Customer Service Manager
Macy's
Lexington, KY
07.2021 - 01.2022
- Led customer service team in delivering exceptional shopping experiences.
- Resolved escalated customer issues with effective problem-solving techniques.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Evaluated employee job performance and motivated staff to improve productivity.
- Monitored staff performance to ensure adherence to customer service standards.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
Operations Supervisor
General Cable Corporation
Kentucky
07.1995 - 11.2018
- Oversaw daily production operations, ensuring compliance with company standards to maintain quality and efficiency.
- Collaborated with quality control teams to uphold product standards and specifications.
- Analyzed production data to identify areas for process improvement and cost reduction.
- Implemented cost-saving initiatives while maintaining high standards of quality assurance across all products manufactured.
- Generated production metric reports on output rate, downtime, and scrap rate to monitor performance against goals.
- Developed key performance indicators related to production objectives.
- Fostered lean manufacturing and continuous improvement culture while leading operational initiatives.
Education
Bachelor of Business Administration (BBA) - Management & Human Resources
Strayer University
Lexington, KY01-2012
High School Diploma -
Anderson County High School
Lawrenceburg, KY01-1991
Skills
- Team leadership
- Budget management
- Loss Prevention
- Workforce planning
- Local Marketing
- Process optimization
- Policy execution
- Process Improvement
- Policy Implementation
- Reporting & Data Analysis
- Team Leadership and Staff Development
- Employee coaching
- Mentoring and coaching
- Community Engagement & Partnership Building
- Customer Feedback
- Effective communication
- Stock management
- Staff coaching
- Customer engagement
- Process enhancements
- RF Scanning Equipment
- Staff Recruitment
- Process improvements
Timeline
Assistant Store Manager
Kroger
07.2023 - 09.2025
Manager, Sales & Customer Service
Macy's
01.2022 - 07.2023
Customer Service Manager
Macy's
07.2021 - 01.2022
Operations Supervisor
General Cable Corporation
07.1995 - 11.2018
Bachelor of Business Administration (BBA) - Management & Human Resources
Strayer University
High School Diploma -
Anderson County High School