Jenea Zane
Carrollton,GA
Summary
Energetic and results-driven leader with over 16 years of experience in operational change management, customer service excellence, team leadership, and conflict resolution. Adept at transforming underperforming teams into high-performing units, leveraging strategic planning, current trends, and innovative sales strategies. Known for creating effective onboarding programs, mentoring fellow managers, and fostering positive work environments that drive significant improvements in key performance indicators. Passionate about using technology and data to enhance service delivery and customer satisfaction, with a proven track record of boosting productivity, retention, and overall profitability. Committed to upholding high ethical standards and ensuring compliance with company policies. Ready to bring a dynamic approach and a dash of fun to your team, making an impactful difference every day!
Overview
23
23
years of professional experience
Work History
Branch Manager
Premier Members Credit Union
09.2022 - 04.2024
- Improved customer experience, leading to a 110% rise in Google reviews from 1.5 to 3.2 and a 25% increase in customer retention, driving higher branch profitability.
- Rebuilt and mentored a high-performing team from an underperforming unit, enhancing employee skills through targeted cross-training and professional development programs, contributing to a 60% improvement in OSAT/NPS scores.
- Enhanced branch productivity by 20% by implementing new operational strategies, leading to a 35% boost in customer satisfaction and a 60% rise in loan approvals and sales.
- Led the transformation of an underperforming branch from the lowest ranked to one of the top 3 branches in key performance indicators (KPIs) by implementing new strategies, streamlining processes, and motivating the team, resulting in exceptional results and significant performance improvement.
Store Manager
Starbucks
03.2022 - 09.2022
- Developed and executed strategic plans to enhance store operations and customer service, leading to a 63% improvement in service scores.
- Facilitated staff training and development programs, improving team dynamics and enhancing overall employee performance. Additionally, mentored other store managers in conflict resolution and leadership, demonstrating how to effectively lead a group of employees.
- Networked within the community to build brand awareness and promote Starbucks' values, resulting in increased customer engagement.
- Coordinated and led store meetings, promoting open communication and aligning team objectives with company goals.
- Managed inventory control, cash control, and store schematics for merchandising while facilitating store opening and closing procedures.
Retail Associate Manager
T Mobile
02.2008 - 03.2022
- Recruited and onboarded new team members, creating a high-performance team environment and ensuring a seamless onboarding process for improved operational efficiency.
- Consistently achieved 140% of monthly sales targets by implementing effective sales tactics, leading to significant revenue growth and heightened customer satisfaction levels.
- Implemented strategies to enhance workplace culture, resulting in a 15% increase in employee engagement and retention, positively impacting overall team performance and satisfaction.
- Mentored team members to exceed 25% of their professional development goals, contributing to a more skilled and motivated workforce.
District Bookkeeper/Regional Trainer
Safeway
01.2001 - 12.2007
- Conducted corporate audits to ensure compliance with company policies and procedures, maintaining high standards across all operations.
- Ensured accuracy and integrity in all financial transactions, leading to a 20% reduction in errors and improved overall financial compliance.
- Led the implementation and training of a proprietary accounting system across 35 stores, improving financial reporting and operational efficiency.
- Created and implemented procedures for staff, ensuring all team members were well informed and compliant with company policies. Mentored staff upon completion of training, fostering a knowledgeable and efficient team.
- Achieved the number-one position out of eighty-nine retail stores for cash office standards in the district, demonstrating exceptional management and operational skills.
Skills
- Branch Operations Management
- Customer Service
- Customer Relationships
- Excellent time management skills
- Attention to Detail
- Coaching and Mentoring
- Relationship building and management
- Strong team-builder
- Verbal/written communication
- Employee Development
- Operations Management
- Cash Handling
- Training and Development
- Sales management
- Staff Development
- Staff Training
- Process Improvement
- Business Development
- Interviewing and Hiring
- Proficient in MS Office
- Project Management
- Conflict Resolution
- Key Performance Indicators
- Critical Thinking
- Cash Flow Management
- Staff Recruitment and Hiring
Websites
Timeline
Branch Manager
Premier Members Credit Union
09.2022 - 04.2024
Store Manager
Starbucks
03.2022 - 09.2022
Retail Associate Manager
T Mobile
02.2008 - 03.2022
District Bookkeeper/Regional Trainer
Safeway
01.2001 - 12.2007