JERSEN A. SCOTTLAND
Assistant Store Leader
Nashville,TN
Summary
HUMAN RESOURCE SPECIALIST “20 years’ success in raising the quality and caliber of business operations” Professional Summary Versatile, high-energy professional who supports and enhances Human Resources initiatives by driving results and contributing to team efforts by accomplishing established goals. Keen ability to partner with various departments to understand business objectives and identify corresponding Human Resource needs. Proven capability to identify training needs and provide information concerning training approaches and content. Hands-on leader who expertly leads teams and keeps them focused and productive beyond organization's expectations. Provides policy interpretation and ensures accurate and consistent application of all organization policies and procedures in accordance with federal and state laws.
Overview
13
13
years of professional experience
Work History
Assistant Store Leader
THE KROGER COMPANY
NASHVILLE, TENNESSEE
05.2021 - Current
- Responsible for assisting with overall day to day operations of store managing and developing 102 employees to achieve desired sales and profit results
- Responsible for assisting with the overall day-to-day operations of the store including continuous development of effective store associates to achieve desired sales and profit results
- Assess daily report the stores’ ability to meet/exceed customer expectations for ease of shopping, variety, freshness, cleanliness, food safety and regulatory compliance
- Assist with coaching and development of store associates through both formal and informal interactions
- Embody the company’s core values of respect, honesty, integrity, diversity, inclusion, and safety
- Collaborate with store manager to assess and ensure associate performance objectives are on par with organization standards
- Complete onboarding with new associates, review organization’s business ethics and company protocols
- Responsible for assisting with the overall day-to-day operations of the store including continuous development of effective store associates to achieve desired sales and profit results
- Manages team workload to reach product targets
- Recruits and hires talented individuals to enhance and diversify the experience and expertise of the employee workforce
- Ensure associates and location comply with laws and regulation applicable to the company
- Supervises and coaches direct reports
Customer Service Advisor
PARALLON HEALTHCARE CORPORATION
NASHVILLE, TENNESSEE
06.2019 - 04.2021
- Handled and accurately process inbound patient calls regarding their accounts while promoting confidentiality practices
- Maintained call talk time as per departmental time guidelines
- Swiftly met patient needs and forward patient account information to the appropriate departments achieving healthcare excellence
- Exceeded call quality assurance goals by guiding patients properly, expediting corrective action codes
- Expanded professional skillset by completing training material and video lessons within deadline
- Utilized correct action codes to detail status allotment for taking on new call types
- Assisted 100+ patients per day with HIPAA verification, consistently exceeded 98.4 % quality target
- Leveraged WebEx (Video Conferencing Tool) for meetings and assistance requests from callers
- Incorporated customer interaction details in Artiva and e-request to record solutions offered.
Customer Service Pro-HBA
Verizon Wireless
Murfreesboro, TN
03.2017 - 05.2019
- Provided immediate, ongoing, and efficient information and problem resolution to customers in a timely manner via telephone, e-mail, and electronic chat.
- Collaborated with customers in a friendly, professional manner.
- Developed efficient conflict resolution strategies to ensure seamless communication.
- Engaged with customers to make progressive sales and provided professional customer support.
- Documented necessary account information according to established policies and procedures.
- Maintained positive, empathetic and professional attitude to establish prospective clientele.
- Exceeded team goals through effective client satisfaction rates.
Customer Service – Pro
Verizon Wireless
Franklin, TN
09.2013 - 09.2017
- Support Team Specialist CRT Pro- Demonstrated awareness of financial implications utilizing the company’s concept
- Verified customer’s eligibility and closed sales by providing guidance regarding price plans, services, equipment, and accessories
- Exercised effectiveness by maintaining thorough knowledge of Verizon's wireless data products
- Handled inbound and outbound customer calls by direct mail, text, and promotions
- Provided exemplary customer service to foster customer loyalty and ensure maximum customer satisfaction
Coordinator
CMO
Franklin, Tennessee
03.2013 - 09.2013
- Qualified, recommended, and closed customers through “Earn the Right Process” by providing the appropriate wireless solutions with regard to price plans, enhanced services, equipment and accessories
- Handled inbound/outbound customer calls driven by marketing promotions/campaigns
- Maintained completed knowledge of Verizon’s wireless and data products, standard policies, area market specifics, equipment information, standard pricing plans options, enhanced feature options and varying promotional offers
- Met and exceeded monthly close/sales, productivity and performance standards.
Senior Customer Service Specialist
Verizon Wireless
Huntsville, Alabama
04.2010 - 04.2013
- Maintained proficient knowledge of products and systems to maintain excellent after-sale services and followed troubleshooting guidelines for tier 1 calls and queries
- Effectively communicated with the clients to address concerns and resolved issues in a timely manner
- Delivered high levels of product and service knowledge to communicate product features and benefits.
Lead Project Manager
FEDEX OFFICE
BRENTWOOD, TENNESSEE
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track
- Developed project plans and managed project scope using methodologies to guide projects from conceptualization to implementation and maintenance
- Oversaw internal and external projects by reviewing activities, maximizing efficiency and increasing collaboration and communication transparency
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets
- Partnered with project team members to identify and quickly address problems
Education
MBA - Organizational Behavior
Trevecca Nazarene University
Nashville TN05.2024
Bachelor of Arts - LEADERSHIP & MANAGEMENT
Trevecca Nazarene University
Nashville TN05.2021
A+ADVANCED HARDWARE/SOFTWARE SUPPORT -
Fayetteville Technical Community College
Fayetteville, TNSkills
- Cultural Awareness to Cultural Competence
- Cost Control to Fiscal Management
- Excellent Communication
- Effective Oral Communicator
- Computer Skills
- Microsoft Suite
- Technologically savvy
- Leading Projects
- Customer Service
- Company Culture and Values
- Merchandise Quality Assurance
- Cash Management
- Cash Handling and Reconciliation
- Standard Operating Procedures Maintenance
- Critical Thinking
- Financial Forecasting
- Company Safety Policies
- Staff Supervision
- Loss Prevention Goals Monitoring
- Ability to Be a Leader
- Retail Effectiveness
- Staff Coaching and Training
- Health and Safety Procedures
- Workload Priorities
- Verbal and Written Communication
- Computer Proficiency
- Store Opening and Closing
- Payroll Management
- Multitasking and Organization
- Handling Complaints and Inquiries
- Advanced Microsoft Office
- Scheduling and Time-Tracking
- Shift Scheduling
- POS Transactions
- Delegation and Supervision
- Reading Comprehension
- Supervisor Collaboration
- Recruitment and Training
- Analyzing Profitability
- Customer Order Fulfillment
- Reporting and Performance Analysis
- Implementing Pricing Strategies
- Time Management
- Policy Execution
- Team Development
- Positive and Friendly
- Bank and Safe Deposits
- Special Events
- Performance Review
- Employee Terminations
- Replenishment and Recovery
- Delegating Work
- Employee Training
- Leading Staff Meetings
- Supply Ordering
- Competitor Monitoring
- Complaint Resolution
- Adaptable to Changing Demands
- Process Improvement Initiatives
- End Cap Placement
- Supervising Subordinates
- Superior Work Ethic
- Equipment Inspection
- Leadership
- Cultural Awareness to Cultural Competence
- Compliance Requirements
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
Assistant Store Leader
THE KROGER COMPANY
05.2021 - Current
Customer Service Advisor
PARALLON HEALTHCARE CORPORATION
06.2019 - 04.2021
Customer Service Pro-HBA
Verizon Wireless
03.2017 - 05.2019
Customer Service – Pro
Verizon Wireless
09.2013 - 09.2017
Coordinator
CMO
03.2013 - 09.2013
Senior Customer Service Specialist
Verizon Wireless
04.2010 - 04.2013
Lead Project Manager
FEDEX OFFICE
MBA - Organizational Behavior
Trevecca Nazarene University
Bachelor of Arts - LEADERSHIP & MANAGEMENT
Trevecca Nazarene University
A+ADVANCED HARDWARE/SOFTWARE SUPPORT -
Fayetteville Technical Community College
Similar Profiles
Leslie BohartLeslie Bohart
Manufacturing Central Planning Manager at The Kroger CompanyManufacturing Central Planning Manager at The Kroger Company
Natesh ShettyNatesh Shetty
Group Product Manager Customer, Loyalty, & Savings at The Kroger CompanyGroup Product Manager Customer, Loyalty, & Savings at The Kroger Company
Ian PlaceIan Place
Produce Associate at The Kroger CompanyProduce Associate at The Kroger Company
MICHELE HUGHESMICHELE HUGHES
Center Store Field Specialist at The Kroger CompanyCenter Store Field Specialist at The Kroger Company
Dilan HoskinsDilan Hoskins
Intern at East Iris StudiosIntern at East Iris Studios