JENN SCHARA
Anoka,MN
Summary
Dynamic Operations and Customer Service Manager with over 26 years of experience leading high-performing teams. Proven track record of innovative leadership that cultivates inclusive, customer-centric environments while driving strategic initiatives for operational excellence. Expertise in talent development, performance management, and process improvement, dedicated to enhancing organizational growth and efficiency. Committed to delivering exceptional results through a focus on collaboration and continuous improvement.
Overview
2026
2026
years of professional experience
Work History
Client Service Manager / Matchmaker
It’s Just Lunch
Remote
2025 - Current
- Delivered white-glove concierge service to premium clients, managing all aspects of scheduling, logistics, and relationship facilitation.
- Maintained real-time communication via phone, video, and messaging platforms to ensure a personalized, high-
touch experience. - Authored detailed client profiles that informed customized matchmaking approaches.
- Led client onboarding processes, ensuring seamless integration with company systems and services.
- Developed and implemented client service strategies, enhancing overall customer satisfaction and retention.
- Resolved escalated issues with professionalism, maintaining client trust and safeguarding the company's reputation.
Group Manager
Amazon
Remote
2022 - 2024
- Spearheaded escalation teams, addressing operational gaps and resolving conflicts to ensure equitable work distribution and enhance team efficiency.
- Provided crucial support for day-to-day operations, implementing strategies to boost team performance and drive continuous improvement.
- Streamlined daily operations, optimizing workflow efficiency and task completion rates while maintaining a customer-centric approach.
- Cultivated an inclusive team environment, promoting cross-functional collaboration and enhancing overall productivity.
- Analyzed and reported key operational metrics, facilitating data-driven decision-making and strategic planning at the executive level.
- Led cross-functional teams to optimize supply chain operations and enhance efficiency.
- Developed and implemented strategic initiatives to improve customer experience and satisfaction.
Team Manager
Amazon
Remote
2016 - 2022
- Pioneered adaptive leadership strategies to navigate Amazon’s dynamic environment, empowering associates to embrace change and innovation.
- Mentored and coached team members, facilitating their professional development and career advancement within the organization.
- Championed a forward-thinking approach to team management, aligning associate goals with Amazon’s long-term vision and market trends.
- Spearheaded team performance initiatives, fostering a culture of ownership and engagement, resulting in measurable productivity gains and enhanced associate satisfaction.
- Led cross-functional teams to streamline operational processes and enhance efficiency.
- Developed training programs to elevate team performance and ensure compliance with safety standards.
Sales Manager
First Financial Merchant Services
2013 - 2014
- Led remote sales team of 20-30 agents, driving new business growth and optimizing product recommendations for enhanced profitability.
- Fostered team synergy through targeted mentoring, enhancing sales strategies and client relationship management skills across the organization.
- Optimized virtual office management techniques, streamlining remote recruitment and training processes for improved operational efficiency.
- Analyzed market trends and client needs to develop tailored product offerings, resulting in increased sales conversions and customer satisfaction.
- Partner with institutions, organizations, software companies, non-profits to offer clientele card processing and POS terminals.
National Marketing Manager
Great Expectations
1998 - 2009
- Analyzed sales metrics and productivity reports to refine marketing strategies, resulting in measurable improvements.
- Pioneered comprehensive policies for diverse marketing channels, enhancing brand visibility and engagement across social media and trade events.
- Orchestrated marketing overhaul, implementing data-driven strategies that substantially boosted ROI and streamlined operations nationwide.
- Developed and executed training programs, elevating marketing capabilities and team performance across national branches.
Skills
- Team leadership
- Analytical problem solving
- Critical decision-making
- Operational efficiency enhancement
- Employee onboarding
- Employee talent development
- Effective escalation resolution
- Professional business mentoring
- Sales and marketing experience
- Organizational change management
- Cross-functional collaboration
- B2B and B2C proficiency
- Data analysis and reporting
Timeline
Client Service Manager / Matchmaker
It’s Just Lunch
2025 - Current
Group Manager
Amazon
2022 - 2024
Team Manager
Amazon
2016 - 2022
Sales Manager
First Financial Merchant Services
2013 - 2014
National Marketing Manager
Great Expectations
1998 - 2009