Jessica Macan
Freehold
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. Strong techinical knowledge and troubleshooting skills. Effective at resolving customer concerns and managing ambiguity.
Overview
15
15
years of professional experience
Work History
Lead
Apple
02.2019 - Current
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Manage scheduling across multiple departments to meet customer and business demands.
- Maintain and rebuild brand relationships with customers by providing thoughtful resolutions to concerns from Sales and Technical Support.
- Drive team development and decrease ambiguity in feedback conversations by effectively utilizing Korn Ferry’s Leadership Architecture.
- Analyze store processes and implement strategies to support customer journey.
- Preserve operational and visual standards, such as cash management.
- Promote team alignment by curating and delivering daily download content to employees.
- Harbor a Safe and Inclusive environment for employees and customers.
Operations Supervisor
Apple
04.2015 - 02.2019
- Motivated and trained employees to maximize team productivity.
- Effectively Communicated inventory needs with Retail Fulfillment Operations and Retail Services.
- Investigated and accounted for variances through proficient use of SAP, Excel, and Numbers.
- Maintained 99% inventory accuracy and
- Tracked company equipment, tools and technology to manage inventory.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
Expert
Apple
10.2010 - 04.2015
- Provided world class customer service and promoted brand loyalty through recommending services.
- Consistently top 5 in sales and achieved top tier performance in NPS.
- Devised a plan to train and mentor incoming team members.
Administrative Assistant
Century 21
11.2008 - 10.2010
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Created and maintained databases to track and record customer data.
- Assisted development and implementation of new administrative procedures.
Education
Bachelor of Science - Nursing
William Paterson University of New Jersey
Wayne, NJ05.2010
Skills
- SAP
- MS Office Suite
- Pages, Numbers and Keynote
- MacOS
- Medallia
- Kronos
- Incident Escalation
- Leadership
- Troubleshooting
- Situational Adaptability
Timeline
Lead
Apple
02.2019 - Current
Operations Supervisor
Apple
04.2015 - 02.2019
Expert
Apple
10.2010 - 04.2015
Administrative Assistant
Century 21
11.2008 - 10.2010
Bachelor of Science - Nursing
William Paterson University of New Jersey
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