Jennifer Smith
Scottdale,PA
Summary
Self-motivated professional highly proficient in developing creative solutions and implementing objective decision making. Maintains positive attitude and works hard to build team relationships.
Overview
7
7
years of professional experience
Work History
Loan Consultant II
Lendmark Financial Services
Uniontown, PA
09.2022 - Current
- Analyzed applicant's financial and credit status, evaluating assets and risk to determine loan feasibility. While upholding company, state, and federal policy, performed thorough underwriting to meet customer needs utilizing lending procedures.
- Exceeded a goal of 20 loans per month, resulting in 23 loans per month on average within the first year of employment
- Maximized company profitability with appropriate pricing of new loan originations, fee income, and selling of products and services.
- Consistently surpassed monthly new-money income goal of $80k by 150%, resulting in, at minimum, $120k each month
- Built relationships with clients using knowledge of consumer marketplace, products, and finance to fully understand client needs, introducing suitable loan services. Received recognition as a leader, taking the time to know and understand client needs while educating clientele with best practice guidelines.
Customer Service Manager
Wawa
Virginia Beach, VA
06.2021 - 08.2022
- Served as point of contact between customers and internal teams regarding escalated issues requiring special attention. Communicated concerns between customers and staff to upper management. Received recognition for agility in moments of conflict, high-pressure scenarios, and efficient, effective communication skills overall
- Evaluated employee performance, and motivated staff to improve productivity. Served as a liaison between upper management and staff. Staff performance is regularly documented and reported to upper management. Assisted two staff members in preparation for promotion to supervisory roles.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes. Prepared statements on each customer complaint, coached staff members directly involved.
General Manager
The Yard Milkshake Bar
Virginia Beach, VA
08.2020 - 05.2021
- Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels. Developed routine cleaning schedules, check-in/check-out procedures and delegated specific duties to supervisors to allow a more hands-on approach to daily routines. These were consistently monitored for adjustment as needed.
- Implemented campaigns and promotions to help with developing goods and services. Assisted in developing a hot drink menu, with a photo shoot to display and market the product both in-house and on social media platforms. This prevented a potentially harmful downturn in sales during the off-season. Sales for this menu item exceeded sales projections by over $1,000 a month.
- Prepared staff schedules, assigning team members in accordance with their respective strengths. Executed a training program to effectively train staff in a timely fashion to meet the needs of an ever-growing consumer base.
Assistant Manager
Panera Bread
Virginia Beach, VA
09.2016 - 03.2020
- Completed inventory audits to identify losses and project demand. During my tenure, I assisted in streamlining the inventory process to a digital format allowing me to identify inconsistencies more efficiently. In turn, this reduced food cost variances from 5% to 2.5%, yielding a consistently low bottom line.
- Organized team activities to build camaraderie and foster a pleasant, productive workplace culture. As a training manager, I structured programs that created friendly competition among my team to increase cross-training from 45% of 3+ areas to 70% and, ultimately strengthened the customer experience.
- Analyzed business performance data and forecasted business results for upper management using year-over-year trends as well as data based on the weather, holidays, local events and other factors. This resulted in precise forecasting to allow for reduced overhead costs.
Education
BBA - Accounting
Western Governors University
Salt Lake City, UTSkills
- Loan Applications
- Loss Mitigation
- Portfolio Management
- Risk Evaluation
- Handling Escalations
- Report Preparation
- Quality Assurance
- Training and Mentoring
- P&L Management
- Workflow Planning
- Vendor Sourcing
- Customer Retention
- Recruiting and Interviewing
- Employee Performance Evaluations
- Cost Reduction
- Operations Management
- Employee Scheduling
References
References available upon request.
Timeline
Loan Consultant II
Lendmark Financial Services
09.2022 - Current
Customer Service Manager
Wawa
06.2021 - 08.2022
General Manager
The Yard Milkshake Bar
08.2020 - 05.2021
Assistant Manager
Panera Bread
09.2016 - 03.2020
BBA - Accounting
Western Governors University