Jake Holland

• Helped large volume of members every day with positive attitude and focus on member satisfaction.
• Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
• Maintained accurate and current member account data with manual forms processing and digital information updates.
• Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
• Learned internal systems and related service role duties to provide skilled team backup in handling member demands.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse member questions.

• Controlled daily operations by measuring key performance indicators and identifying trends in performance, skill and knowledge levels
• Established positive work environment, open communication, and accountability; resolve technical or resource issues
• Set performance standards and expectations
• Developed team capabilities, provide growth opportunities and guide career objectives
• Ensured the team was motivated to achieve/exceed production goals, recognize strong performance, and provide constructive and candid feedback
• Monitored sales forecast and schedule adherence using workforce systems/tools to identify gaps and meet productivity issues, effectively addressing staffing opportunities
• Monitored store operations at all levels to identify, respond to, and/or communicate status changes to direct reports and team
• Select, measure, reward, counsel and develop team members
• Prepare management reports
• Manage expense reports, and ensure expenses are to plan
• Perform other duties as assigned

• Coach team member to improve performance gaps identified via feedback from various sources.
• Perform supervisory/managerial duties

• Analyzed and interpreted store trends with misc. reports to facilitate planning.
• Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
• Engaged and interacted with customers to create positive shopping experiences and drive revenue growth.
• Devised, deployed and monitored processes to boost long-term business success and increase profit levels 9.7%.
• Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
• Oversaw, trained and encouraged 2 ASM's, promoting culture of efficiency and performance.
• Established succession planning by training and mentoring 3 associates into leadership positions.
• Oversaw employee scheduling to guide operations and secure adequate staffing coverage for busy periods.
• Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
• Managed, hired and developed top talent to strengthen workflow and productivity.
• Protected store from loss or theft by setting and enforcing clear security policies.
• Achieved consistent budget targets with optimal expense controls and elimination of unnecessary waste.

• Educated employees on company policies, best practices and store opening and closing procedures.
• Followed company policies when opening the store for business and closing at the end of the day.
• Evaluated current operational practices and suggested ways they could be improved.
• Created monthly employee schedules so that each shift was properly staffed.
• Mentored new sales associates to contribute to the store's positive culture.
• Shared best practices for sales and customer service with other team members to help improve the store's efficiency.
• Supervised and directed all merchandise and shipment processing.
• Cleaned and organized the store, including the checkout desk and displays.
• Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.
• Monitored security and handled incidents in a calm and professional manner.

Customer Service Coordinator: 2011-2013

Merchandise Coordinator: 2013-2014 (In Various Merchandise Positions within the store)

Key Carrier: 2011-2015