Jenna Hogan
Austin,TX
Summary
Dynamic retail professional with extensive experience at Nordstrom, excelling in customer service and team leadership. Proven track record in enhancing customer satisfaction and optimizing store operations. Skilled in money handling and staff training, successfully improving service efficiency and fostering a positive team environment. Committed to driving sales and building lasting customer relationships.
Management professional with track record of effective team leadership and operational oversight. Consistently achieves goals through collaborative efforts and adaptability to changing demands. Skilled in conflict resolution, process improvement, and fostering positive work environment.
Overview
10
10
years of professional experience
Work History
Service Experience Assistant Manager
Nordstrom
05.2024 - 03.2025
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Engaged with customers to gather feedback, using insights to improve service and product offerings.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Sales Associate- Women's Apparel
Nordstrom
09.2023 - 05.2024
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Provided training to new staff on sales techniques and store procedures, ensuring consistent customer service experience.
- Prioritized helping customers over completing other routine tasks in store.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
Service Experience Representative
Nordstrom
10.2021 - 09.2023
Assistant Store Manager
Lori's Gifts
12.2017 - 12.2021
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Collaborated with store manager to develop marketing initiatives that drove traffic and increased brand awareness.
Sales Assistant
Events Gifts
09.2015 - 12.2017
Education
Bachelor of Arts - Business Administration/ Math
University of The Incarnate Word
San Antonio, TXSkills
- Customer service
- Money handling
- Team leadership
- Decision-making
- Customer relations
- Staff training and development
- Employee scheduling
- Retail operations
Accomplishments
Helped train all employees in the store to reach #1 participation in the company for opening Nordstrom Credit cards!!
Timeline
Service Experience Assistant Manager
Nordstrom
05.2024 - 03.2025
Sales Associate- Women's Apparel
Nordstrom
09.2023 - 05.2024
Service Experience Representative
Nordstrom
10.2021 - 09.2023
Assistant Store Manager
Lori's Gifts
12.2017 - 12.2021
Sales Assistant
Events Gifts
09.2015 - 12.2017
Bachelor of Arts - Business Administration/ Math
University of The Incarnate Word
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