Jessica Balch
Newport,TN
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Office Manager
SOC Investment
Cosby, TN
03.2020 - Current
- Recruited and trained new employees to meet job requirements.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Analyzed data from various sources to identify trends and make recommendations for improvement.
- Assisted with the preparation of budgets, forecasts and financial statements.
- Used judgment and initiative in handling confidential matters and requests.
- Modified existing software systems to enhance performance and add new features.
- Lead tour groups through Smoky Mountain Adventure Tours.
- Made schedules and reservations for Smoky Mountain Adventure Tours, Gatlinburg East KOA campground, and Smoky Mountain Premium Camping, all business under the name of SOC Investment.
Back End Support Manager
Lowes Home Improvement Stores
Newport , TN
01.2019 - 03.2020
- Analyzed business performance data and forecasted business results for upper management.
- Provided ongoing training to maintain productivity and effectiveness of staff.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Coordinated with external vendors to resolve complex technical problems.
- Analyzed customer feedback surveys and reported results to senior management staff.
- Trained new employees on company policies and procedures related to customer service.
- Created weekly schedules for team members and enforced timely shift start and end times.
- Handled escalated calls from customers requiring additional assistance or specialized knowledge.
Service Manager
Lowes Home Improvement Stores
Newport , TN
01.2017 - 01.2019
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Recognized by management for providing exceptional customer service.
- Managed inventory levels of parts necessary for servicing customers' needs.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Department Manager
Lowes Home Improvement Stores
Newport, TN
01.2011 - 01.2017
- Reviewed completed work to verify consistency, quality and conformance.
- Monitored daily sales figures to track trends in customer buying behavior.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Analyzed weekly reports to identify areas for improvement in operations, budgeting, and staffing levels.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Enforced safety rules and other policies to protect employees and minimize company liability.
- Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
Customer Service Associate
Lowes Home Improvement Stores
Newport, TN
09.2009 - 01.2011
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Followed policies and procedures to meet or exceed established performance requirements.
- Provided information about products and services available to customers.
- Provided accurate quotes for requested products or services.
- Prevented key account losses by researching discrepancies and correcting problems.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Mentored junior team members and managed employee relationships.
- Performed additional duties as assigned by management team.
Team Leader
Lowes Home Improvement Stores
Newport, TN
01.2008 - 08.2008
- Offered training and support to keep team members motivated and working toward objectives.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Conferred with other supervisors to coordinate operations and activities within or between departments.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Assisted with special projects as needed such as developing marketing campaigns or creating presentations.
Customer Service Associate
Lowes Home Improvement Stores
Newport, TN
05.2007 - 01.2008
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Followed policies and procedures to meet or exceed established performance requirements.
- Provided information about products and services available to customers.
- Provided accurate quotes for requested products or services.
- Prevented key account losses by researching discrepancies and correcting problems.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Mentored junior team members and managed employee relationships.
- Performed additional duties as assigned by management team.
Cashier
Lowes Home Improvement Stores
Newport , TN
05.2006 - 05.2007
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Greeted customers promptly and responded to questions.
- Learned roles of other departments to provide coverage and keep store operational.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Issued receipts, refunds, credits or change due to customers.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
Education
High School Diploma -
Cosby High School
Cosby, TN05-2006
Some College (No Degree) -
Walter State Community College
Morristown, TNSome College (No Degree) -
East Tennessee State University
Johnson City, TNSkills
- Workforce Management
- Administrative Support
- Staff Management
- Customer Service
- Operations Management
- Customer Relations
- Scheduling and Calendar Management
Certification
- Power Equipment Certified
- Certified Power Equipment Trainer
Affiliations
- Helped with multiple Lowe's Hero's Project. Traveled to Houston Texas for 2 weeks to help a Lowe's store to recover after hurricane Harvey. A team from Lowe's helped to build a playground for a special child in the community.
- Assisted then managed the Kids clinics with Lowe's, helping families build projects and learn about the industry.
- Raised awareness and donations for Susan G Komen each October with Tutu Tuesdays, donations were given by customers or other employees to keep pink tutus on employees.
- Organized a UTV guided tour trip with Wound Warriors program.
- Visited local schools and read to different classrooms for Read Across America week.
- Active member of Webb Baptist Church helping with the social committee organizing meals throughout the year and the honors committee recognizing mothers, fathers, and veteran's throughout the year.
References
References available upon request.
Timeline
Office Manager
SOC Investment
03.2020 - Current
Back End Support Manager
Lowes Home Improvement Stores
01.2019 - 03.2020
Service Manager
Lowes Home Improvement Stores
01.2017 - 01.2019
Department Manager
Lowes Home Improvement Stores
01.2011 - 01.2017
Customer Service Associate
Lowes Home Improvement Stores
09.2009 - 01.2011
Team Leader
Lowes Home Improvement Stores
01.2008 - 08.2008
Customer Service Associate
Lowes Home Improvement Stores
05.2007 - 01.2008
Cashier
Lowes Home Improvement Stores
05.2006 - 05.2007
High School Diploma -
Cosby High School
Some College (No Degree) -
Walter State Community College
Some College (No Degree) -
East Tennessee State University
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