JESS RUSSELL
Birmingham
Summary
Accomplished management and communication professional with over 10 years of progressive experience in customer service, management, and operations. Expertise in problem-solving and leveraging strong rapport along with innovative strategies to navigate complex challenges across diverse interactions. Demonstrated success in driving company objectives through meticulous monitoring of employee performance and coaching on effective operations techniques and adherence to company policies. Proficient in implementing proactive operational changes that enhance efficiency and foster a culture of continuous improvement.
Overview
14
14
years of professional experience
Work History
Standards & Operations Specialist
Shipt
Birmingham, AL
11.2022 - Current
- Analyzed workflow processes to identify areas for improvement and optimization.
- Established key partnerships both internally and externally with Target that contributed significantly toward achieving organizational objectives through Smartsheet.
- Generated reports detailing findings and recommendations.
- Utilized advanced analytical skills in order to resolve complex operational issues effectively.
- Analyzed data to identify trends and make informed decisions, driving continuous improvement in operations.
- Improved operational efficiency by streamlining processes and implementing new systems.
- Continuously sought opportunities for professional development in order to remain knowledgeable about industry best practices.
Communications Specialist
Shipt
Birmingham, AL
11.2021 - Current
- Cultivate confidence and respect by showing up authentically in my assigned interactions and with everyone I encounter at Shipt HQ
- Routinely maintaining a high PACT score of 4 - 5 in regards to Quality, OQ, Acceptance, ACW and Attendance
- Participated in 3 sprints in our outsource channel and 1 sprint in the x-team channel (3/20-4/2, 4/17-4/30, 5/15-5/21, and 7/10-7/23)
- Effectively and promptly responding to multiple internal and external inquiries or issues at a time, while providing comprehensive resolutions and maintaining an awareness of company policy
- Excellent at de-escalating problems and finding proper resolutions quickly while maintaining empathy towards the party involved and prioritizing retaining relations
- Consistently adding to a diverse portfolio of canned responses I have created to respond to queries used in both Slack and PureCloud interactions
- Readily adapts to changes according to business needs by being a team player, which includes always being ready for swapped queues, to helping out in outsourcing channels for assigned times, as well as participating in all sprints that have been offered to me
- An aptitude for navigating resources provided to find answers to questions in Slack, Shelf, as well as the Shopper and the Member Hub
Operations Manager - Floor Leader
Lush Inc.
Birmingham, AL
03.2019 - 08.2021
- Implemented policies and standard operating procedures for continuous improvement
- Set sales goals and tracked progress using Dashboard
- Managed to produce consistent and highest sales results amongst sales leadership team
- Demonstrated product and answered questions for prospective customers
- Developed strong and lasting rapport to improve customer service and retain valued clients
- Assisted customers with product selection through carefully curated questions
- Trained team members in successful strategies to meet operational and sales targets
- Assisted various departments with change by communicating new improvement plans and expectations
- Tracked and analyzed reports to determine needed improvements
Shift Supervisor
Starbucks Coffee Company
Birmingham, AL
04.2015 - 03.2019
- Responsibilities include: deploying and coaching baristas, time and cash management, ensuring customer satisfaction through personal follow-ups and making the moment right, analyzing weekly customer survey reports, placing large inventory orders, all while maintaining a strong focus on the customer experience
- Guide and manage employees, ensure that all daily tasks are complete, while knowing that the end goal is to create a welcoming third home for new and returning customers
- Starbucks is known for 'Making the Moment Right'
- By maintaining accountability, and by listening to and addressing any possible issues, moving quickly to resolve problems and to ensure that the customer leaves store satisfied and wanting to return
- Managed a team of 3-10 baristas
- Increased daily regulars, all of whom are known by name
- Making a point to learn both their orders and their stories
Server
Ruby Tuesday's
Alabaster, AL
05.2013 - 12.2014
- Good service is the number one reason people choose to return to certain businesses
- Provided friendly, personable and fast-paced service
- By providing a consistent and positive experience, many regulars who would request me
- Often performed as the highest tipped server in the store
Cashier
Panera
Alabaster, AL
05.2012 - 05.2013
- Increased customer experience begins upon entry into the establishment
- Greeted each person upon entering, offering assistance on product knowledge if necessary
- Order accuracy, general friendliness, and maintaining a well-kept display
Education
BA - English, Writing
University of Montevallo
Montevallo, AL01.2014
High School - undefined
Huntsville High School
Huntsville, AL01.2010
Skills
- Operational efficiency
- Planning and coordination
- Cross-functional communication
- Project management
- Process documentation
- Experience in leadership
- Content management expertise
- Attention to detail
- Excellent communication
- Time management
- Decision-making
- Written communication
- Process improvement
- Analytical thinking
- Task prioritization
- Data analysis
- Multitasking Abilities
- Organizational skills
- Process analysis
- Issue research
- Project planning
- Idea development and brainstorming
- Problem-solving abilities
- Self motivation
Accomplishments
- Author and manager of “Standards & Operations | Team Hub”.
- Completed the Project Management Certification program through Louisiana State University Continuing Education provided by Guild.
- Documented, analyzed and resolved Smartsheet duplicate reports which led to improved external collaboration.
- Placed first in my Shipt Academy Cohort.
Timeline
Standards & Operations Specialist
Shipt
11.2022 - Current
Communications Specialist
Shipt
11.2021 - Current
Operations Manager - Floor Leader
Lush Inc.
03.2019 - 08.2021
Shift Supervisor
Starbucks Coffee Company
04.2015 - 03.2019
Server
Ruby Tuesday's
05.2013 - 12.2014
Cashier
Panera
05.2012 - 05.2013
High School - undefined
Huntsville High School
BA - English, Writing
University of Montevallo