Summary
Overview
Work History
Education
Skills
Timeline
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Jazmine Deans

Charlotte,North Carolina

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

10
10
years of professional experience

Work History

Customer Service Manager

Wayfair Inc
Remote , NC
06.2024 - Current
  • Manages a team of 12- 18 virtual consultants at varying skill levels.
  • Supervises Sales and Service Consultants answering calls and/or emails from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, and any other issues that may arise from the order fulfillment process.
  • Helps consultants meet customer satisfaction, resolution targets, exceed customer expectations, build customer loyalty and take advantage of sales opportunities.
  • Coaches and develops agents in soft skills and service techniques in order to deliver key results and build a high performing team.
  • Make recommendations and / or take corrective action to manage performance, including disciplinary action and termination as necessary.
  • Works closely with Human Resources and Senior Leadership to address and resolve employee issues.
  • Effectively interviews and recommends candidates for hire.
  • Analyzes trends based on historical data to close performance gaps
  • Reviews time off requests as appropriate to match staffing level requirements.
  • Conducts quality assurance (call monitoring) reviews
  • Responds in a professional and courteous manner to escalated customer service inquiries, requests or complaints to reach an effective resolution.
  • Provides back-up support by taking calls during staffing shortages, high volume activity or as needed.
  • Performs other job-related duties as assigned by the Company and/or director or manager.

Multi-Unit Manager

Claires Stores Inc
Charlotte, North Carolina
01.2022 - 06.2023
  • Guide profitable sales and meet store financial plans through decisions and lead the store team to accomplish performance goals.
  • Manage the training process for new hires and current employees on culture, product knowledge, loss prevention, store policy and other associate responsibilities.
  • Audit and reconcile business reports.
  • Successfully recruit, hire and onboard talent.
  • Achieve payroll plan through managing store schedules, monitoring labor costs and adapting to business conditions based on weekly and monthly sales; plan payroll/scheduling based on store traffic to ensure the store is staffed to assist customers.
  • Guide floor changes, sales and promotional events and for maximum financial results.
  • Perform and oversee store opening and closing procedures including counting register funds, completing bank deposits, opening and closing registers and securing facility.
  • Ensure sound inventory management through an accurate receiving and sending merchandise process.
  • Ensure required store tasks are completed by personally contributing and giving direction to other team members.

Store Manager

CROCS Inc
Raleigh, North Carolina
05.2014 - 06.2021
  • Managed all aspects of retail location including a team of 15-20 associates.
  • Created a performance culture to deliver KPI's (Key Performance Indicators), meet or exceed store financial projections and maximize revenue opportunities.
  • Used labor management tools to process payroll and schedule effectively.
  • Reconciled and audited daily business reports, sales, cash, and banking deposits.
  • Adhered to Asset Protection policies and procedures, including shortage prevention, inventory control, and compliance procedures.
  • Successfully recruited, hired and onboard talent through Success Factors.
  • Coordinated, delegated, prioritized, and met store deadlines while ensuring effective follow-up on daily activities.
  • Supported team members in the daily execution of retail operations, POS system, stock replenishment, visual merchandising, pricing and markdowns.
  • Actively participated in the performance management process, which includes recognizing, coaching, providing meaningful feedback, writing and delivering corrective actions to improve personal & store performance.

Education

Associate of Arts - Accounting And Business Management

Wake Technical Community College
Raleigh, NC
03-2014

Skills

  • Project Management
  • Technical Support
  • Schedule Coordination
  • Account Management
  • Call Monitoring
  • Audit Support
  • Training and coaching
  • Performance Evaluations
  • Customer Service
  • CRM Software
  • Loss Prevention
  • Meticulous attention to detail
  • Employee Scheduling
  • Kronos Workforce Payroll
  • Payroll Processing
  • ADP Workforce Now
  • Computer Skills
  • Organization and Time Management
  • Data Management
  • Problem-Solving

Timeline

Customer Service Manager

Wayfair Inc
06.2024 - Current

Multi-Unit Manager

Claires Stores Inc
01.2022 - 06.2023

Store Manager

CROCS Inc
05.2014 - 06.2021

Associate of Arts - Accounting And Business Management

Wake Technical Community College

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Jazmine Deans