Jennifer Yelle
Central Point,OR
Summary
An experienced, conscientious, and successful manager, skilled at optimizing individual performance from culturally and educationally diverse workforces. Able to maximize performance and efficiency while adhering to budgetary and time-bound requirements. Provide support to the team encorporating everyone's individual skills promoting a positive work environment. Well versed in assessing strengths and opportunities while developing a strong, cohesive team.
Overview
28
28
years of professional experience
Work History
Human Services Specialist
Oregon Department Of Human Services
Medford, OR
08.2022 - Current
- Performed interviews of a diverse group of clients to determine eligibility for services. Approached each interview fresh with no preconceived thoughts or judgments while showing compassion for their circumstance. During interview would check income screens, while updated accurate information in they system.
- Following the interview would case note any discrepancies from application to interview describing why the client gave conflicting information.
- Provided additional services including linking clients with community resources and providing referrals for those wishing for assistance to enhance their resume to find employment.
- Collaborated with other entities to ensure coordination of care between multiple agencies and providers with focus on easing the burden for our clients.
- Maintained accurate documentation in accordance with agency standards and policies.
- Advised families on available entitlements such as SNAP,TANF, ERDC and Medicaid.
- Engaged in outreach activities within the community to help those in need who couldn't get to a store front office.
- Participated in trainings related to topics such as trauma informed care, dangers to indigenous people, and community resiliency.
Teller/Personal Banker (Float)
Banner Bank - Southern Oregon Division
Southern Oregon
12.2021 - 08.2022
- Travel to various branches depending on needs, tracking miles traveled for logging and tracking purposes.
- Verified the accuracy of customer information in order to ensure compliance with bank regulations.
- Assisted customers with various banking inquiries and requests for services such as opening new accounts or ordering checks.
- Provided assistance to customers regarding online banking, ATM cards, debit cards, credit cards.
- Reviewed and reconciled account activity on a regular basis to identify any suspicious activities or discrepancies that may require further investigation.
- Educated customers regarding potential ongoing scams to help protect their identity, credit and resources.
- Resolved customer complaints in an effective manner while maintaining positive relationships with customers.
- Maintained up-to-date knowledge of all bank products and services offered to clients.
- Identified opportunities to cross-sell additional products and services based on customer needs.
- Provided guidance and support to less experienced colleagues.
- Adhered strictly to security protocols when handling sensitive information.
Department Manager
Ray's Food Place
Talent, OR
01.2012 - 11.2021
- Interviewed prospective employees and provided input to store director on hiring decisions.
- Cultivated vendor relationships to ensure open communication of supply chain
- Analyzed sales data to identify trends in consumer preferences for baked goods or deli items.
- Ensured all equipment used in the bakery and deli department was properly cleaned and maintained according to health code regulations.
- Maintained order receiving accuracy and log invoices in LINUX based software system
- Reconciled weekly recaps of sales, supplies, merchandise, and labor followed by communicating/determining next weeks goals.
- Created daily production schedules for the bakery and deli department based on forecasted demand.
- Conducted weekly meetings with staff to discuss operational issues, customer feedback, sales goals and team building activities.
- Trained new staff in customer service techniques, food safety regulations and product knowledge.
- Mediated and drove conflict resolution as needed between customers and employees
- Contributed to increase in sales by demonstrating excellent customer service and communicating sales goals to co workers.
- Supervised staff performance by conducting periodic evaluations and providing ongoing coaching as needed.
- Provided guidance and direction to staff members regarding job duties, safety protocols, sanitation guidelines and other operating procedures.
- Reviewed employee time sheets for accuracy before submitting payroll information for processing.
- Reviewed completed work to verify consistency, quality and conformance, followed by employee performance goals and providing ongoing feedback and coaching.
Airport Manager
Avis/Budget Rental Cars
Eugene, OR
05.2008 - 05.2009
- Seamlessly merged Avis-Budget brands from two locations to one, successfully retaining customers and employees while continuously reaching sales targets resulting in higher sales and bonus
- Provided exceptional customer support and service
- Completed scheduling for both service and rental agents in Excel
- Conducted daily and weekly 'walk throughs' with staff to communicate areas of improvement and/or areas of success
- Inspected rental returns for damage taking appropriate action as needed
- Inspected outgoing rentals for cleanliness following up with service staff as needed
- Communicated/followed up on weekly and monthly sales targets with rental agents.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow throughout the organization.
- Provided leadership during times of organizational change or crisis situations.
Restaurant Manager
Applebee's Grill and Bar
Albany, OR
04.2007 - 05.2008
- Scored top tier (above 93%) in store review for quality, service, and cleanliness
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
- Oversaw the recruitment, hiring, onboarding, training, scheduling and evaluation of employees.
- Directed employees to overall success of restaurant by communicating daily, weekly, and monthly targets followed with results
- Developed sales incentive programs for motivating team for success
- Responsible for inventory management, rolling stock of products, and food costs
- Ordered product according to weekly sales projections
- Mystery Shopper Scores averaged 89% with action plan for improvement.
- Ensured compliance with all food safety regulations and sanitation standards.
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Conducted daily team meetings to discuss shift focus or direction and any other relevant information like sick calls, or Monday night football crowd.
General Manager
McDonald's Restaurant
Medford, OR
11.1999 - 07.2006
- Oversaw all aspects of restaurant operations; annual sales reached $2 Million; directly responsible to owner/operator
- Facilitated monthly P&L statements for Profit After Controllables (PAC) and operational cost analysis
- Processed inventory count weekly to place product orders and determine food costs
- Evaluated and communicated crew and management performance reviews providing appreciative as well as constructive feedback
- Managed in store operational reviews as a training tool for assistant managers with emphasis on guest relations
- Continually coached managers to see a guest complaint as an opportunity
- Practice of the 'WOW' factor, and 'Guest First' environment contributed to increase in sales
- Lead in store/out store training sessions for new promotions, procedures, policies; manager/crew trainer workshops to maximize team effectiveness; and, individual new employee orientation, foundation, safety and sanitation, and station training
- Troubleshot system and equipment failures in timely manner; proactive, hands-on approach to equipment resulted in higher PAC
- Corporately recognized for double digit sales increase for three consecutive years; double digit increase exceeded national average
- Restaurant Operation Review scor6es averaged 95% or better on unannounced and announced visits; service portion of review consistently scored 100%
- Organizational Best - Labor (management of labor costs always under budget regardless of variable sales volume)
- Tri-monthly 'Mystery Shop' review scores averaged 93%.
Loan Processor
National Pacific/Old Kent Mortgage
Medford, OR
03.1999 - 11.1999
- Processed all incoming Mortgage Loans
- Pulled credit reports
- Communicated with title companies, home inspectors, and loan applicants for completion of loans.
- Analyzed loan applications and supporting documents to determine eligibility for approval.
- Reviewed credit reports and financial information to evaluate creditworthiness of applicants.
- Performed detailed calculations to verify income, assets, liabilities and other data provided by applicants.
- Communicated with customers via telephone or email to obtain additional documentation required for loan processing.
- Explained the various types of loans available and advised on the best product suited for customer's needs.
- Submitted loan applications to underwriting department for review and approval process.
- Maintained accurate records in computer database system during loan origination process.
- Reviewed appraisals to ensure accuracy of value estimates.
- Compiled closing packages containing all necessary documents required for funding.
- Monitored progress of each loan application from start to finish ensuring timely completion.
- Assisted borrowers with questions regarding their loans after closing.
- Updated customers regularly on status of their loans throughout the processing period.
- Provided excellent customer service while responding promptly to inquiries from applicants, lenders and brokers.
- Researched escalated problems related to loan processing activities.
Teller, MSR, Loan Processor
SOFCU
Grants Pass, OR
11.1996 - 03.1999
- Identified customer needs and provided appropriate banking services.
- Verified cash withdrawals and deposits.
- Balanced daily transactions to ensure accuracy of account information.
- Cross-sold bank products and services to customers.
- Assisted in training new tellers on operational procedures, policies, and regulations.
- Monitored vault cash levels and ordered currency from the Federal Reserve Bank as needed.
- Provided customer service by responding to inquiries and resolving complaints.
- Maintained confidentiality of customer accounts by adhering to security procedures.
- Processed loan applications, credit card applications, and other related documents.
- Researched discrepancies between customer balances and bank records for resolution.
Skills
- Optimization of individual performance
- Maximizing product sales
- Equipment efficiency
- Budgetary requirements
- Exceptional customer service
- Hiring
- Training
- Scheduling
- Cultivating vendor relationships
- Placing and tracking department orders
- Maintaining order receiving accuracy
- Logging invoices
- LINUX based software system
- Reconciling weekly recaps
- Processing Western Union and Money Order transactions
- Mediating and driving conflict resolution
- Demonstrating excellent customer service
- Communicating sales goals
- Merging brands
- Retaining customers and employees
- Providing exceptional customer support
- Scheduling for service and rental agents in Excel
- Conducting 'walk throughs'
- Inspecting rental returns
- Communicating and following up on sales targets
- Scoring top tier in store review
- Directing employees to overall success
- Developing sales incentive programs
- Inventory management
- Ordering product
- Achieving high mystery shopper scores
- Oversaw all aspects of restaurant operations
- Facilitating monthly P&L statements
- Operational cost analysis
- Processing inventory count
- Evaluating and communicating performance reviews
- Managing in-store operational reviews
- Leading training sessions
- Troubleshooting system and equipment failures
- Achieving double-digit sales increase
- Maintaining high restaurant operation review scores
- Managing labor costs
- Processing incoming mortgage loans
- Pulling credit reports
- Communicating with title companies
- Home inspectors
- Performing teller
- MSR
- Loan processor duties
- Opening new accounts
- Handling auto loans
- Processing HELOC loans
- Mortgage loans
- Client Needs Assessments
- Eligibility Requirements
- Written and verbal communication
- Effective customer communication
- Client support and assistance
- Interviewing skills
- Client meetings
- Counseling advice
- Motivational Interviewing
- Behavioral support
- New Hire Onboarding
- Employment Recordkeeping
- Work Complaint Handling
- Procedure Compliance
- Termination Documentation
- Recruitment
- Personnel Management
- Organizational Development
- Performance Appraisal
- Employee Hiring
- Employee Investigations
- Policies implementation
- Employee Relations
- Continuous Improvement
- Time management abilities
- Time Tracking and Payroll Administration
- Customer Relationship Management
- Policy Interpretation
- Cost Reductions
- Attention to Detail
- Conflict Resolution
- Team Collaboration
- Training development
- Active Listening
- Reliability
- Task Prioritization
- Multitasking
- Problem-solving abilities
- Employee Orientation
- New Hire Orientation
- Effective Communication
- Goal Setting
- Teamwork and Collaboration
- Complaint Handling
- Adaptability
References
Available upon request.
Timeline
Human Services Specialist
Oregon Department Of Human Services
08.2022 - Current
Teller/Personal Banker (Float)
Banner Bank - Southern Oregon Division
12.2021 - 08.2022
Department Manager
Ray's Food Place
01.2012 - 11.2021
Airport Manager
Avis/Budget Rental Cars
05.2008 - 05.2009
Restaurant Manager
Applebee's Grill and Bar
04.2007 - 05.2008
General Manager
McDonald's Restaurant
11.1999 - 07.2006
Loan Processor
National Pacific/Old Kent Mortgage
03.1999 - 11.1999
Teller, MSR, Loan Processor
SOFCU
11.1996 - 03.1999