Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

JESSICA SHOFNER

Customer Experience Manager
Atlanta ,GA

Summary

Self motivated and results-driven Customer Experience Manager with 10 years experience and a proven track record of leading high-performing teams, driving sales, and enhancing customer experiences. I am skilled in team development, operational excellence, and strategic sales execution, I am eager to bring my expertise to a new team where I can contribute to growth, innovation, and customer success.

With extensive experience in inventory management, visual merchandising, and customer engagement, I thrive in fast-paced environments where collaboration and leadership drive success. Passionate about mentoring and developing talent, I excel in fostering a positive, high-energy work culture that delivers both business results and employee growth.

I am seeking an opportunity to leverage my leadership skills in a new setting, where I can optimize operations, strengthen customer relationships, and implement sales strategies that elevate team performance and business profitability.

Overview

2026
2026
years of professional experience
2
2
Certifications

Work History

Customer Experience Manager

Guess
Atlanta, GA
08.2024 - Current
  • Leverage G-List (CRM tool) to analyze customer demographics, personalize experiences, which has driven a 5% increase in our customer retention and increased the returning customer average from1.2 times a year to 2 times a year.
  • Monitor and analyze sales performance and customer behavior, providing actionable insights that have optimized sales strategies and improved conversion rates from 15% to 19% on average.
  • Serve as a brand ambassador, ensuring exceptional service by resolving customer inquiries and complaints promptly, leading to a 5% improvement in customer satisfaction scores (CSAT).
  • Continuously develop and executed targeted sales strategies that contributed to a 13.04%% increase in revenue and met/exceeded sales targets.
  • Train and coach a team of 15 associates, enhancing customer interactions and ensuring alignment with brand standards, leading to improvement in team performance and overall selling culture.
  • Track customer usage trends and collaborate with cross-functional teams to optimize resource allocation and product availability, enhancing the customer experience.
  • Ensure operational efficiency by implementing best practices in inventory management, loss prevention, and cash handling.
  • Partner with senior management on budget planning, optimizing expenses while maintaining profitability.
  • Utilize Nostress.io (RCS tool) to help boost business agility and help guide decisions in real-time by analyzing data to coach the team and understand customer needs.

Retail & Organizational Consultant

Shofner Co.
06.2021 - 08.2024
  • Utilized Salesforce to track customer interactions, manage leads, analyze behavior trends, and personalize solutions, resulting in a 10% increase in customer retention.
  • Provided hands-on guidance and strategic solutions to help clients optimize their spaces, improve productivity, and maintain long-term organization.
  • Implemented space planning techniques and decluttering strategies, enhancing efficiency and usability for residential and retail clients.
  • Elevated store merchandising and presentation, increasing product visibility and driving an uplift in sales.
  • Analyzed customer preferences and buying behaviors using Salesforce to tailor recommendations, leading to improved engagement and repeat business.
  • Delivered personalized solutions within budget and deadlines, ensuring client satisfaction and long-term adoption of new systems.
  • Provided ongoing coaching, encouragement, and accountability, empowering clients to sustain changes and achieve long-term success.

Client Experience Manager

Torrid
12.2015 - 05.2021
  • Developed and maintained strong relationships to ensure that customers receive maximum value and satisfaction with products.
  • Assisted with creating training sessions in customer retention strategies for store associates that included product specifications, sales incentives, and selling techniques to improve overall customer satisfaction.
  • Maintained customer loyalty programs.
  • Addressed customer needs and provided them with solutions within company policies.
  • Used knowledge of customer insights for opportunities to upsell products maintaining above standard KPI's.
  • Collaborated with management and sales team to assess customer satisfaction and address customer concerns.
  • Tracked and analyzed teams metrics and reports to identify improvement opportunities.
  • Implemented merchandise strategies that created perfect environment and inspired customers to shop.

Assistant Store Manager

Francesca's Collections
2 2013 - 11.2015
  • Assisted with interviews, hiring and training of new employees in company standards.
  • Processed debit, credit and cash transactions.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Reconciled daily sales transactions to balance and log daily revenue.
  • Established relationships with clients.
  • Maintained visually appealing store with critical attention to detail.

Education

Bachelor of Science - Psychology

California State University Northridge
Northridge, CA
08.2011 - 2016.05

Skills

  • Detailed Oriented

  • Self-Motivated

  • Analytical and Critical Thinking

  • Innovative Strategy Development

  • Project Management

  • Team Building

  • Client Relationship Building

  • Detailed Oriented

Certification

Certified Scrum Master

Timeline

Customer Experience Manager

Guess
08.2024 - Current

Retail & Organizational Consultant

Shofner Co.
06.2021 - 08.2024

Client Experience Manager

Torrid
12.2015 - 05.2021

Bachelor of Science - Psychology

California State University Northridge
08.2011 - 2016.05

Assistant Store Manager

Francesca's Collections
2 2013 - 11.2015

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JESSICA SHOFNERCustomer Experience Manager