Jessica Lane
Westminster,MD
Summary
I pride myself on providing exceptional customer service, taking initiative within my role, and supporting my team in all ways possible to maximize proficiency. 10+ years in customer service and retail sales. I excel at facilitating timely communication and task management.
Overview
31
31
years of professional experience
1
1
Certificate
Work History
Assistant Store Manager
Goodwill Of Central And Northern Arizona
11.2024 - Current
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Created and maintained safe and secure work environments for employees.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
- Collaborated with store manager to develop marketing initiatives that drove traffic and increased brand awareness.
- Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
- Spearheaded staff recruitment efforts, interviewing candidates for open positions and selecting top talent to join the team.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Assisted in recruiting, hiring and training of team members.
- Maximized profits by negotiating better deals with vendors and reducing shrinkage through loss prevention strategies.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Supervisor
Sheetz, Inc.
11.2019 - 10.2024
- Responsible for managing a staff of five to six employees; assigned tasks and monitored performance of team members; completing on-hand variance counts, end-of-day counts for registers and self-check-out stations; filling out and completing inventory and expense orders; ensuring food safety and quality; unloading and putting away truck deliveries; maintaining cleanliness of all areas; calculating write-off of all waste and damaged products; encouraging and expressing premier customer service from my team and myself; stocking all areas of the store – kitchen, coolers, food, products, drink stations, and bathrooms.
Private Caretaker
11.2015 - 07.2023
- Caring for multiple individuals of varying disabilities; administering medication; directing and assisting with physical therapy exercises; transporting to appointments; assisting with mobility; cleaning the household.
C.N.A/G.N.A.
Brightview Senior Living
06.2012 - 09.2015
- Responsible for the care and oversight of 24+ memory care residents; dressing and bathing residents; wound care; directing and assisting with physical therapy exercises; assisting with mobility; assisting meal preparations and clean up; maintaining cleanliness of the facility – residential suites and bathrooms, common rooms, kitchen, dining room; directing and assisting daily enrichment activities.
Bartender
The Barnyard Wine and Spirit, The Loft Bar
10.1997 - 2006
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Kept bar presentable and well-stocked to meet customer needs.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
Receptionist
Eastern Homes, INC.
06.1994 - 12.1995
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
Education
High School Diploma -
Wilde Lake High School
Columbia, MD.06-1994
Skills
- Effective problem resolution
- Customer engagement
- User experience enhancement
- Client engagement skills
Certification
- Serve Safe Certification (Awarded in 2023; Expires 2028)
- CPR and First Aid
Timeline
Assistant Store Manager
Goodwill Of Central And Northern Arizona
11.2024 - Current
Supervisor
Sheetz, Inc.
11.2019 - 10.2024
Private Caretaker
11.2015 - 07.2023
C.N.A/G.N.A.
Brightview Senior Living
06.2012 - 09.2015
Bartender
The Barnyard Wine and Spirit, The Loft Bar
10.1997 - 2006
Receptionist
Eastern Homes, INC.
06.1994 - 12.1995
High School Diploma -
Wilde Lake High School
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