Jessica Baker
Carterville,IL
Summary
Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
6
years of professional experience
Work History
Frontend Coach
Walmart
10.2023 - Current
- Taking ownership of customer issues and following up to problems through to resolution.
- Reducing customer complaints, proactively addressing issues and implementing effective solutions.
- Train and regularly mentor associates on performance-oriented strategies and customer service techniques.
- Conducting regular performance evaluations for hourly supervisors, identifying areas for improvement and creating action plans.
- Cultivating a culture of continuous improvement by regularly soliciting feedback from employees regarding areas where improvements could be made.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Leverage data and metrics to make informed decisions and drive business improvements.
People Lead
Walmart
03.2023 - 10.2023
- Increased employee engagement by implementing team-building activities and open communication channels.
- Oversaw employee retention strategies aimed at reducing turnover rates while maintaining a motivated workforce.
- Contributed to talent acquisition efforts by participating in interviews, evaluating candidates based on potential fit within the organization.
- Implemented data-driven strategies for continuous improvement in team performance metrics.
- Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.
- Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
- Maintained human resources regulatory compliance with local, state and federal laws.
- Developed comprehensive onboarding to facilitate smooth integration of new employees into the business
Frontend Teamlead
Walmart
03.2020 - 01.2022
- Effectively delegated tasks among team members based on individual strengths, ensuring a balanced workload and efficient project completion.
- Provided excellent customer service for positive experiences and returning customers.
- Managed daily operations for better customer service and increased revenue.
- Implemented and developed customer service training processes.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Customer Service Manager (CSM)
Walmart
01.2018 - 03.2020
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues.
- Assumed ownership over team productivity and managed work flow to meet or exceed metrics.
- Established team priorities, maintained schedules and monitored performance.
Education
Associate of Applied Science - Business Administration
Jefferson Community College
Watertown, NYSkills
- Problem-Solving
- Team Building and Leadership
- Customer-focused
- Training and mentoring
- Decision-Making
- Adherence to high customer service standards
- Inventory control
Timeline
Frontend Coach
Walmart
10.2023 - Current
People Lead
Walmart
03.2023 - 10.2023
Frontend Teamlead
Walmart
03.2020 - 01.2022
Customer Service Manager (CSM)
Walmart
01.2018 - 03.2020
Associate of Applied Science - Business Administration
Jefferson Community College