Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jay Dean

Jae'sha N. Dean

Summary

Dynamic professional with mentoring, conflict resolution, and customer relationship management expertise. Proven ability to enhance team performance and foster a customer-centric environment, driving satisfaction and loyalty.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Agent Onboarding and Training Mentor

Macys
Mason
05.2024 - Current
  • Guided new hires on job duties and performance expectations.
  • Monitored employee training progress and documented outcomes.
  • Assisted in troubleshooting technical issues during online training sessions.
  • Coached team members to achieve organizational objectives.
  • Created supplementary materials to enhance training effectiveness.
  • Engaged in continuous professional development through current literature and industry publications.

Stores Credit Experience Advocate

Macys
Mason
03.2023 - 05.2024
  • Resolved customer billing issues, improving satisfaction and loyalty.
  • Guided new hires and peers in addressing procedural questions to enhance understanding.
  • Delivered one-on-one coaching sessions to support skill development and optimize operations.
  • Handled applications promptly to support seamless credit transactions.

Customer Experience Manager

Michaels Craft Store
West Chester
09.2022 - 07.2023
  • Coached team members on best practices for exceptional customer experiences.
  • Managed escalated customer issues, resolving conflicts promptly.
  • Analyzed customer feedback data to pinpoint improvement areas in service quality.
  • Conducted regular performance evaluations and delivered constructive feedback to staff.
  • Fostered a collaborative work environment focused on customer-centric culture.

Education

Bachelor of Science - Small Business Management

Miami University
Oxford, OH
12-2022

High School Diploma -

Madison Junior/ Senior High School
Middletown, OH
05-2018

Skills

  • Employee training
  • Customer relationship management
  • Conflict resolution
  • Performance evaluation
  • Technical troubleshooting
  • Coaching and mentoring

Certification

ECornell - Business Analytics Certificate, 2024

Timeline

Agent Onboarding and Training Mentor

Macys
05.2024 - Current

Stores Credit Experience Advocate

Macys
03.2023 - 05.2024

Customer Experience Manager

Michaels Craft Store
09.2022 - 07.2023

Bachelor of Science - Small Business Management

Miami University

High School Diploma -

Madison Junior/ Senior High School

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