Jessica Hornbrook
Kirkland,WA
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
Work History
Sr. Customer Experience Manager
T-Mobile
07.2020 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Developed new employees and on-going performance assessment of current employees.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Implemented systems and procedures to increase sales.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Sr. Systems Experience Manager
T-Mobile
07.2018 - 07.2020
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Increased efficiency and team productivity by promoting operational best practices.
- Sought ways to improve processes and services provided.
Category Planning Manager
T-Mobile
03.2017 - 07.2018
- Collaborated with company leaders to support consistency and best practices.
- Created new methodologies to improve planning process and results.
- Assisted with internal financial planning, analysis and budgeting.
- Planned resources, conducted costing activities and managed bid and proposal phases.
- Assessed and forecasted brand sales projections.
- Worked closely with project managers to create project work scopes and schedules.
- Checked and controlled inventory levels to identify risks and opportunities.
- Oversaw inventory replenishment strategies and processes for programs.
- Developed merchandise plan aligned with goals and strategies.
- Defined clear targets and objectives and communicated to other team members.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Process Specialist
Nordstrom
01.2015 - 12.2016
- Analyzed process flows and identified areas of improvement to increase productivity and reduce costs.
- Developed standard operating procedures and document workflows to drive current and future processes.
- Offered data-driven recommendations to align company strategies and process improvement initiatives.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
- Conducted training and applied change management to achieve desired outcomes.
- Determined and recommended methods to implement improvement opportunities.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Supervised processes to eliminate weak points or bottlenecks in business operations.
- Implemented continuous improvement metrics to streamline workflows and reduce waste.
Integration Specialist
Nordstrom
03.2013 - 01.2015
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
- Coordinated deployments of new software, feature updates and fixes.
- Translated technical concepts and information into terms parties could easily comprehend.
- Developed conversion and system implementation plans.
Replenishment Buyer
Nordstrom Rack
08.2011 - 03.2013
- Managed and maintained purchase orders and invoices.
- Placed orders for merchandise consistent with quality, quantity and other specification requirements.
- Established relationships with vendors to secure competitive pricing and discounts.
- Collaborated with sales team to identify and fulfill customer needs.
- Analyzed sales and inventory data to determine purchasing needs and reorder points.
- Prepared and analyzed reports to track inventory and purchasing trends.
- Researched and identified new suppliers and vendors.
- Interacted with vendors, store managers and other stakeholders to maintain on-time deliveries.
- Cultivated relationships with wholesalers and distributors to increase inventory availability.
- Sourced new vendors in effort to boost range of products offered in store locations while reducing costs through strategic contract negotiations.
- Studied and monitored market trends to identify potential suppliers.
Replenishment Buyer
Nordstrom
01.2010 - 08.2011
- Managed and maintained purchase orders and invoices.
- Placed orders for merchandise consistent with quality, quantity and other specification requirements.
- Established relationships with vendors to secure competitive pricing and discounts.
- Collaborated with sales team to identify and fulfill customer needs.
Assistant Buyer
Nordstrom
03.2007 - 03.2010
- Established relationships with vendors to support access to latest product information and pricing.
- Processed purchase orders and invoices in accordance with company procedures.
- Reviewed purchasing trends and forecast demand for inventory planning and replenishment.
- Monitored incoming orders and tracked progress to meet deadlines.
- Negotiated prices, discount terms and transportation arrangements for merchandise.
- Built and grew database of preferred vendors to manage supplier performance.
Regional Merchandiser
Nordstrom
03.2005 - 03.2007
- Answered customer questions regarding store merchandise, department information, and pricing.
- Inspected merchandise for quality and arranged proper display location on floor.
- Updated pricing and signage to complete product displays and educate customers.
- Completed efficient store resets to prepare store for special promotions and seasonal updates.
- Established strong vendor relationships to maintain and support business.
- Conducted regular store audits to verify compliance with company policies.
- Collaborated with store managers to devise store layouts and establish aesthetic appeal.
- Developed and deployed store-level product training materials to mentor staff on new products and sales techniques.
- Generated weekly, monthly and quarterly sales reports to highlight milestones and activities.
- Collaborated with sales team to identify and fulfill customer needs.
Assistant Buyer
Nordstrom
03.2004 - 03.2005
- Established relationships with vendors to support access to latest product information and pricing.
- Processed purchase orders and invoices in accordance with company procedures.
- Reviewed purchasing trends and forecast demand for inventory planning and replenishment.
- Monitored incoming orders and tracked progress to meet deadlines.
- Negotiated prices, discount terms and transportation arrangements for merchandise.
- Maintained complete documentation and records of all purchasing activities.
- Procured goods and services from range of vendors, negotiating pricing and contract terms.
Education
Bachelor of Arts - Apparel Merchandising And Textiles
Washington State University
Pullman, WASkills
- Networking and Relationship Building
- Customer Experience Advancement
- Process Improvements
- Cross-Functional Collaboration
Affiliations
Sigma Kappa Sorority
Volunteerism
Sigma Kappa Sorority - collegiate advisor locally and nationally, national director, facilitator (2004-current)
Three Little Pitties Rescue - PNW Event planner, dog foster (2020-current)
Timeline
Sr. Customer Experience Manager
T-Mobile
07.2020 - Current
Sr. Systems Experience Manager
T-Mobile
07.2018 - 07.2020
Category Planning Manager
T-Mobile
03.2017 - 07.2018
Process Specialist
Nordstrom
01.2015 - 12.2016
Integration Specialist
Nordstrom
03.2013 - 01.2015
Replenishment Buyer
Nordstrom Rack
08.2011 - 03.2013
Replenishment Buyer
Nordstrom
01.2010 - 08.2011
Assistant Buyer
Nordstrom
03.2007 - 03.2010
Regional Merchandiser
Nordstrom
03.2005 - 03.2007
Assistant Buyer
Nordstrom
03.2004 - 03.2005
Bachelor of Arts - Apparel Merchandising And Textiles
Washington State University
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