Summary
Overview
Work History
Education
Skills
Awards Acknowledgements
Affiliations
Accomplishments
Timeline
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Jennifer Smith

Las Vegas,NV

Summary

Dynamic Returns Supervisor at Comoto, specializing in process improvement and team leadership. Demonstrates expertise in returns processing and customer service, with a consistent record of meeting productivity goals. Renowned for strong problem-solving skills, a dedication to team building, enhancing operational efficiency, accuracy, and ensuring quality assurance.

Overview

23
23
years of professional experience

Work History

Returns Supervisor

Comoto
Las Vegas, NV
03.2023 - Current
  • Supervise and coordinate the operations of the Returns department, delegate tasks, and ensure efficiency and accuracy in workflows while adhering to SLA requirements.
  • Identify opportunities to improve efficiency, implement changes, and enhance productivity.
  • Collaborate with Inbound to coordinate the sorting of packages or pallets, and assist with inbound processes that are pertinent to Returns.
  • Delegate work to staff, setting priorities, and goals.
  • Respond to Customer Service inquiries and deliver appropriate information after carefully researching the issues.
  • Work closely with the Recovery team to ensure we are maintaining vendor compliance on warranties, recalls, and defective items.
  • Achieve established daily productivity goals for returns processing.
  • Oversee special projects to ensure accurate and timely completion.
  • Ensure compliance with all safety requirements across Returns, and the entire fulfillment center.
  • Excellent communication skills to interact with various internal departments to provide support, maintain high standards, and quality work as necessary.
  • Direct and supervise team performance.
  • Train, manage and motivate employees to promote professional skill development to ensure they are trained on company policies and procedures.
  • Exceptional supervisory, problem-solving, organizational, and time management skills; a self-motivated, driven, detail-oriented leader.

Rider Service Team Lead

Comoto
Remote
02.2021 - 03.2023
  • Coach and develop team members to ensure they are trained on Customer Service policies and procedures.
  • Collaborate with multiple departments to ensure that we are provided world class customer service.
  • Handle elevated interactions to deescalate dissatisfied customers and provide meaningful resolutions.
  • Provide consistent feedback, 1:1's, and team meetings to ensure team members are well informed on company and departmental updates.
  • Maintain a pulse on customer satisfaction through management of the Voice of Customer channel by bubbling up customer grievances.
  • Assisted with the implementation of virtual call monitors via Stella Connect, allowing team members immediate feedback on their calls, emails, and chats to identify areas of improvement.
  • Monitored the company based Net Promoter Scores and provided weekly updates to senior leadership.
  • Worked closely with Senior Leadership to provide feedback and help implement positive change and process improvements.
  • Handle account deletion requests and CCA inquiries.
  • Excellent time management skills, site navigation, policy and procedures, de-escalations, multitasking, and delivering information in a non-evasive, polished manner.
  • Detail-oriented, self-driven, and a team leader.

Support Geek

RevZilla
Las Vegas, NV
04.2019 - 02.2021
  • Communicate, establish a positive rapport, and disseminate information to customers via various channels, email, calls, and chat, regarding order status updates, shipment estimations, promotions, carrier concerns, international shipping quotes, and ZillaCash earnings.
  • Collaborate with various departments to ensure that we are providing a world-class customer experience in every interaction.
  • Assist customers with placing orders, modifying, or canceling orders.
  • Provide fitment assistance, product recommendations, and additional insight to all customers in purchasing decisions.
  • Assist my fellow Geeks with answering questions.
  • Volunteering as a Geek Buddy to act as a mentor and, at times, rely upon when Team Leads are engaged in other activities.
  • Exceeding in all monthly metrics, daily requirements, and duties.

Operations Support Coach (Ancestry.com)

Sykes-Alpine Access, Inc.
Remote
01.2018 - 03.2019
  • Provide support for operations by answering questions for agents, providing guidance, giving approvals, and taking escalated supervisor calls in support of the company clientele.
  • Worked closely with team members to provide feedback and areas of opportunity.
  • Trained newly onboarded team members.
  • Pays attention to detail, able to quickly and effectively diffuse an escalated situation.
  • Consistently excel in personal and company metrics, with CSAT scores of 97% or higher.
  • Multi-tasker and functions quickly in a fast-paced environment.
  • Promoted to Operations Support Coach within 6 months of being with the company.
  • Pride myself on one-call resolutions and customer satisfaction, while maintaining company integrity and policies.

Security Forces/Military Police

United States Air Force
USA
04.2002 - 01.2007
  • Ensuring the safety and security of military assets, personnel, civilian employees, and guests.
  • Guarded high-profile assets.
  • Performed vehicle inspections both stateside and overseas, foot and vehicle patrols, and convoys.
  • Tasked with preparing daily incident reports and providing updates to senior enlisted leadership or officers.
  • Demonstrated exceptional public interaction skills; managed vehicle, and facilitated base access clearance at the visitor center.
  • Performed clerical work for background checks, security clearance paperwork, and fingerprinting.
  • Honorable discharge.
  • Assessed performance of team members and provided feedback on a regular basis.
  • Led and trained junior military police team members in law enforcement tactics and procedures.

Education

Associate Degree - Spanish/Humanities

Grossmont College
El Cajon, CA
05.2013

Skills

  • Team leadership
  • Process improvement
  • Problem solving
  • Organizational skills
  • Project management
  • Safety compliance
  • Inventory management
  • Data analysis
  • Returns processing
  • Vendor compliance
  • Customer service
  • Quality assurance
  • Superior work ethic
  • Reporting and performance analysis

Awards Acknowledgements

  • Honorable discharge from active duty service in the United States Air Force
  • Medals of Accommodation in support of Operation Iraqi Freedom and Operation Enduring Freedom
  • 2-time Geek of the Week winner / Honorable Geek of the Year Mention - Comoto
  • 2024 Supervisor of the Year Nominee - Comoto

Affiliations

  • Honorable Discharge from active duty service - United States Air Force
  • Medals of Achievement - United States Air Force
  • Medals of Accommodation in support of Operations Iraqi and Enduring Freedom - United States Air Force
  • Leader of Fortis in Unum - Veteran Team Member Resource Group - Comoto

Accomplishments

  • 2 time Geek of the Week winner 2020
  • Geek of Year nominee - 2021
  • Supervisor of the Year nominee - 2024

Timeline

Returns Supervisor

Comoto
03.2023 - Current

Rider Service Team Lead

Comoto
02.2021 - 03.2023

Support Geek

RevZilla
04.2019 - 02.2021

Operations Support Coach (Ancestry.com)

Sykes-Alpine Access, Inc.
01.2018 - 03.2019

Security Forces/Military Police

United States Air Force
04.2002 - 01.2007

Associate Degree - Spanish/Humanities

Grossmont College

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