Jaclyn Smith
Landstar
Rockford,IL
13
years of professional experience
Results-driven leader with 20 years of customer service experience, including 10 years in management and nearly 5 years as Night Operations Coordinator. Expertise in team coaching, training, and system troubleshooting to resolve complex issues. Committed to enhancing team performance and ensuring high levels of customer satisfaction.
Work History
Night Operations Coordinator
4 Years 10 Months- Achieves customer satisfaction by resolving complex issues and providing after hours solutions to urgent matters.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions.
- Trained and mentored new and tenured team members, enhancing team performance and job expertise.
- Handles escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Establishes strong relationships with drivers, agents, and multi department colleagues, leading to successful resolutions and positive feedback.
- Improves team efficiency through one-on-one coaching; previously created new training tutorials and streamlined work processes in OneNote.
- Established strong relationships with drivers, agents, and colleagues across multiple departments, facilitating successful resolutions and garnering positive feedback.
- Maintains up-to-date knowledge of department processes to better serve customers and offer assistance to coworkers.
- Provides backup support for team members, colleagues across multiple departments, BCOs, agencies and leadership.
Shift Lead Supervisor
11 Months- Supervised daily operations, ensuring adherence to company policies and procedures for consistent service delivery.
- Trained and mentored team members to enhance performance and customer service skills.
- Implemented inventory management practices, reducing stock discrepancies and improving order accuracy.
- Managed store openings and closings in absence of management, overseeing system start-ups and cash balancing for accurate financial reporting.
- Managed bookkeeping activities, including cash reports, cash counts, ledgers, and bill payments.
Store Manager
2 Years 9 Months- Ensured operations performed at company standards for cleanliness, dog and staff safety; and customer retention, growth and satisfaction.
- Ensured operations met company standards for cleanliness, dog and staff safety, contributing to customer retention and satisfaction.
- Monitored dogs with ongoing behavior issues, implementing action plans to address and improve behaviors.
- Managed controllable expenses by tracking and ordering supplies, seeking opportunities to enhance operational efficiency.
Policy Sales and Service Representative
3 Years 9 Months- Policy sales and service representative
- Maintained property and casualty licenses across all American Family operating states.
- Identified and analyzed customer and agent needs, enhancing satisfaction and contributing to business growth and retention.
- Counseled customers on coverage options, leveraging education and upselling skills to protect valued assets through new and existing insurance products and services.
Education
Associate of Science - Education
Skills
Customer service
First contact resolution
Call escalation
Email management
Organization
Attention to detail
Leadership management
Written communication
Teamwork and collaboration
Data analysis
Mathematics and metrics
Verbal communication
Continuous improvement
Timeline
Night Operations Coordinator
Landstar
12.2021 - CurrentRead More
Shift Lead Supervisor
Walgreens
01.2021 - 12.2021Read More
Store Manager
Central Bark
01.2017 - 10.2019Read More
Policy Sales and Service Representative
American Family Insurance
08.2013 - 05.2017Read More
Rock Valley College
Associate of Science from Education
Read More
Employee of the Month
First year at Landstar