Jessica Allen
Cedar Rapids,IA
Summary
Over 19 years of retail experience and 14 years of retail management experience. Success developing and retaining top talent. Passionate about creating a great customer experience and maintaining a high level of visual standards.
Overview
19
19
years of professional experience
Work History
Customer Service Representative Team Lead
BHFO
12.2023 - 11.2025
- Supervised daily operations, ensuring adherence to customer service protocols and quality standards.
- Analyzed customer feedback to identify trends, driving initiatives for service enhancement.
- Trained and mentored team members on effective communication strategies and conflict resolution techniques.
- Implemented process improvements that enhanced workflow efficiency and reduced response times.
- Monitored performance metrics, providing coaching to staff to achieve KPIs consistently.
- Led team meetings focused on strategy development and sharing best practices in customer engagement.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Improved overall call center performance with effective coaching and feedback to team members.
Operations Assistant Store Manager
TJ Maxx
12.2020 - 12.2023
- Partnered with Store Manager to drive merchandising, operations, customer service, and human resources initiatives in a high-volume retail setting. Oversaw loss prevention and operational programs to enhance store security. Cultivated a welcoming shopping environment for customers. Led recruitment, training, supervision, and mentorship of Associates. Directed daily operations across sales floor, backroom, front end, and cash office. Strategized improvements to store layout and operational efficiency. Developed innovative plans to elevate store sales performance.
- Coordinated daily operations to ensure efficient merchandise flow and inventory management.
Store Manager
Victoria's Secret
11.2016 - 09.2020
- Experience leading, coaching, and directing a team in a retail environment.
- Experience taking business reports and insights and making immediate and deliberate action to achieve results.
- A sense of self-awareness with an interest in seeking feedback to improve and develop.
- Hiring and developing top talent.
- Writing schedules for 25+ store associates.
- Deliver quarterly and annual reviews.
- Leading semi-annual physical inventories.
- Lead a bottom performing team with new store credit card applications into a top preforming team.
Store Sales Leader
Justice
11.2008 - 11.2016
- Lead all activities related to providing a great customer experience.
- Lead talent acquisition, associate development and retention.
- Write and deliver performance reviews.
- Manage complete merchandise flow.
- Manage and achieve financial metrics and goals.
Key Holder
Steve and Barrys
10.2006 - 11.2008
- Opening and closing the store.
- Leading a team of 5-10 at a time.
- Training new associates.
- Updating floor plans and displays.
- Accepting and processing shipments.
- Processing closing deposits.
Education
High school diploma - General Studies
Jefferson High School
Cedar Rapids, IA05.2008
Skills
- Store Management Experience
- Profit & Loss
- Cash Handling
- Merchandising
- Recruiting
- Interviewing
- Loss Prevention
- POS
- Customer Service
- Leadership Experience
- Business Analysis
- Scheduling
- Payroll
- Performance reviews
- Reliability and punctuality
- Maintaining a positive attitude
Timeline
Customer Service Representative Team Lead
BHFO
12.2023 - 11.2025
Operations Assistant Store Manager
TJ Maxx
12.2020 - 12.2023
Store Manager
Victoria's Secret
11.2016 - 09.2020
Store Sales Leader
Justice
11.2008 - 11.2016
Key Holder
Steve and Barrys
10.2006 - 11.2008
High school diploma - General Studies
Jefferson High School