JOCELYN DEFOE
Eau Claire
Summary
Seasoned and results-driven self-starter with expertise in operations management, team leadership, and strategic planning. Demonstrates strong abilities in staff training, performance management, and inventory management to drive organizational success.
Overview
27
27
years of professional experience
Work History
Merchandising and Operations Manager
Petco
Eau Claire, WI
03.2024 - 02.2026
- Managed the daily operations of multiple departments to maximize efficiency.
- Developed talented team, participating in hiring, coaching, and performance management processes.
- Maintained professional working relationships and promoted open lines of communication with staff.
- Provided employees with guidance in handling difficult problems or in resolving escalated complaints or disputes.
- Monitored customer feedback and implemented changes as needed to enhance service quality.
- Resolved conflicts between employees and departments.
- Maintained accurate inventory records while ensuring optimal stock levels at all times.
- Prepared staff work schedules and assigned specific duties.
Package Handler
FedEx
Eau Claire, WI
01.2023 - 03.2024
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Proved successful working within tight deadlines and a fast-paced environment.
- Followed safety regulations to maintain safe work environment.
- Verified correct labels and accurate shipping information on packages to avoid shipping to wrong addresses.
Nordstrom
Assistant Cosmetics Department Manager
Bloomington, Mn
07.2010 - 07.2014
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Maintained updated knowledge through continuing education and advanced training.
- Recognized by management for providing exceptional customer service.
Co-Store Manager/HR Manager
Forever 21
Bloomington, MN
10.2006 - 07.2010
- Resolved workplace issues in accordance with company policy and legal guidelines.
- Ensured compliance with federal, state and local employment laws regarding all aspects of Human Resources management.
- Managed employee lifecycle processes by handling onboarding, employee performance, and discipline tasks.
- Conducted exit interviews to gain insight into reasons for departure from the company.
- Coordinated employee recognition programs designed to reward excellent performance.
- Organized events like team building activities or celebratory functions for employees.
- Established and maintained contact with external recruitment sources.
- Partnered with loss prevention to conduct employee accident investigations.
- Performed difficult staffing duties, including dealing with understaffing, refereeing disputes, firing employees, and administering disciplinary procedures.
Softlines Department Manager
Target
Apple Valley, MN
09.1998 - 10.2006
- Participated in weekly staff meetings and met with management to review progress and status of various issues.
- Provided orientation sessions to new hires.
- Assisted customers in finding products they were looking for by providing knowledgeable advice.
- Ensured proper maintenance and cleanliness of store premises at all times.
- Provided guidance and support to junior staff members on day-to-day tasks and duties.
- Supervised and trained a team of 30+ employees on merchandising techniques, product knowledge and customer service protocols.
- Conducted regular performance reviews to assess employee strengths and weaknesses.
- Created weekly schedules based on predicted staffing needs, budgets and employee requests.
Education
Associate in Science (A.S.) - Business Administration
Jackson community college
Jackson, MI 07.2017 - 09/2019
Associate in Arts (A.A.) - General Studies
Jackson Community College
Jackson, MI 07.2017 - 09/2019
Certification in Management -
Jackson Community College
Jackson, MI 07.2017 - 09/2019
Skills
- Team leadership
- Problem-solving
- Operations management
- Policies and procedures implementation
- Staff management
- Customer service
- Operational efficiency
- Employee relations and conflict resolution
- Staff training
- Performance management
- Strategic planning
- Inventory management
- Employee training
- Conflict resolution
- Staff recruitment
Languages
- English, Native
- Spanish, Intermediate
Timeline
Merchandising and Operations Manager
Petco
03.2024 - 02.2026
Package Handler
FedEx
01.2023 - 03.2024
Associate in Science (A.S.) - Business Administration
Jackson community college
07.2017 - 09/2019
Associate in Arts (A.A.) - General Studies
Jackson Community College
07.2017 - 09/2019
Certification in Management -
Jackson Community College
07.2017 - 09/2019
Nordstrom
Assistant Cosmetics Department Manager
07.2010 - 07.2014
Co-Store Manager/HR Manager
Forever 21
10.2006 - 07.2010
Softlines Department Manager
Target
09.1998 - 10.2006