JACQUELYN THOMPSON
CLEVELAND,US
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
8
8
years of professional experience
Work History
Manager of Tax Compliance and Audit
Sherwin-Williams
01.2024 - Current
- Oversee tax compliance strategies, ensuring adherence to regulations including analyzing complex tax scenarios, implementing risk mitigation measures, and optimize reporting processes.
- Monitor changes in tax legislation and advised executive leadership on implications, resulting in proactive adjustments and avoidance of penalties.
- Partner with cross-functional teams to ensure audit readiness and documentation integrity, reducing audit cycle time.
- Streamline audit procedures, enhance accuracy of filings, and cultivate strong relationships with regulatory bodies.
- Coordinate cross-functional teams to ensure seamless tax compliance. Mentor staff on best practices, facilitate knowledge sharing, and promote a cohesive approach to tax management.
- Lead and develop a training program for members on the team to make training shorter, yet more efficient.
- Re-create an all-encompassing live document containing all tax laws for each state and links to current examples to compare cases to.
- Field questions quickly from sales reps and National Account Executives regarding tax laws and their customers to ensure smooth purchasing process.
- Manage a team of 5 tax associates, providing feedback and consistent coaching to help them develop professionally and personally.
- Initiate timesaving enhancements to our Tax Record Card system to ensure for a quicker, and more efficient processing experience for my associates.
Customer Service Supervisor
Sherwin-Williams
01.2022 - 01.2024
- Spearhead process improvement initiatives, implementing automation for order entry, resulting in enhanced efficiency and reduced.
- Utilize CRM and inventory management systems to track customer interactions, manage stock levels, and generate performance reports.
- Analyze customer feedback and service metrics to identify trends and recommend actionable improvements.
- Supervise three teams totaling 14 team members that consisted of agents, representatives, and specialists.
- Administer regular performance reviews and coaching sessions, fostering a culture of accountability and continuous improvement.
- Monitor daily operations to ensure timely order processing, inventory accuracy, and compliance with Sherwin-Williams policies and procedures.
- Develop short-term strategies utilizing KPI metrics to improve customer experience as well as team performance and productivity.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
Product Support Specialist
Sherwin-Williams
01.2020 - 01.2022
- Lead implementor for the initiative and launch of our Live Person Messaging Platforms for customers.
- Handle 80-100 in-depth chats per day, covering customer complaints, color questions, product inquiries, and online order support.
- Liaison between the E-Business team and Live Person team when problems arose to help navigate the issues and resolve it using best practices.
- Provide product knowledge, education, and customer service to SW customers through multiple channels of communication: Live Messaging, Phones, and Email.
- Coordinate with several business units and development teams to launch existing product enhancement and new product developments by thoroughly reviewing new product documentation and communicating effectively to various customers and stores.
- Identify and submit ideas to improve service, eliminating redundancies and reduce rework.
- Pre-Written Canned answers allowed for quick responses in live messaging so that more chats could be attended to.
- Developed strong relationships with clients, resulting in increased trust and loyalty to the company''s products.
Assistant Store Manager
Sherwin-Williams
01.2018 - 01.2020
- Supervise five staff members that included three full time employees and two part time employees.
- Provide onboarding and support for staff members that included hands on product training, manager shadowing, and computer training modules.
- Act as an operations manager reporting to the store manager financials, impacts, findings, future needs including profit and loss, budget and credit accounts, account receivables, and inventory.
- Manage 3.6M dollars of stock inventory and assessed all store needs to provide adequate service.
- Assist with scheduling to make sure there was optimal staffing at high volume times.
- Handle all product ordering to always prevent any low stock items.
- Contribute to sales growth of 1.4M dollars following an in-depth business plan and following leads.
- Provide excellent customer service throughout the customer’s entire experience, ensuring high levels of customer satisfaction, and resolving any customer complaints.
- Learn and maintain product knowledge to effectively guide customers with product recommendations and proper solutions for project concerns.
- Provide support to employees through training, professional development opportunities, performance management, and corrective action and feedback.
- Maintain compliance with store policies and procedures, ensuring employee safety, security of the store, and overseeing loss prevention.
- Perform outside sales calls to help build positive relationships with wholesale and retail customers.
Education
MBA -
Youngstown State University
Youngstown, OH07-2022
M.Ed. - Coaching Leadership
University of Rio Grande
Rio Grande, OH06-2018
BS - Kinesiology
University of Montevallo
Montevallo, AL05-2016
Skills
- Customer Service
- Effective Team Leadership
- Time Management
- Decision-making
- Project management
- Data-Driven Decision Making
- Workforce Performance Optimization
- Key Performance Indicators
- Problem-solving
- Organizational proficiency
- Customer relationship management (CRM)
System Utilization
- Microsoft Office
- Business Objects
- Tableau
- AOM
- OnBase
- Kainexus
- Live Person Messaging
- AOM and Tax Pre-Processor
- CPR
Certifications
Project Management Certification - Cornell University (2024)
Timeline
Manager of Tax Compliance and Audit
Sherwin-Williams
01.2024 - Current
Customer Service Supervisor
Sherwin-Williams
01.2022 - 01.2024
Product Support Specialist
Sherwin-Williams
01.2020 - 01.2022
Assistant Store Manager
Sherwin-Williams
01.2018 - 01.2020
MBA -
Youngstown State University
M.Ed. - Coaching Leadership
University of Rio Grande
BS - Kinesiology
University of Montevallo
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