JORDAN SKERO
Spring
Summary
Dynamic Account Manager and Operational Specialist with a proven track record, excelling in client relations, strategic planning, and loss prevention. Recognized for enhancing client satisfaction and retention through exceptional customer service and effective problem resolution. Skilled in CRM software and fostering teamwork, driving significant improvements in team productivity and upsell opportunities.
Overview
13
13
years of professional experience
Work History
Account Manager
State Farm
09.2023 - Current
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Improved overall team productivity by implementing best practices in organization and time management.
- Increased upsell opportunities with strategic account reviews, identifying and addressing client needs.
- Leveraged CRM tools to maintain accurate records of client interactions and transactions.
- Achieved recognition for outstanding client service, contributing to team's reputation for excellence.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Trained new employees on customer service, money handling and organizing strategies.
- Monitored service after sale and implemented quick and effective problem resolutions.
Store Manager
Michael Kors
01.2019 - 06.2022
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control through customer service and operational excellence, yielding consistently low shrinkage.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and feedback.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Served as operations and loss prevention lead for Texas stores, including training all incoming store managers.
- Advanced store performance ranking from 7th out of 12 stores to 1st out of 19 stores in Texas in first year as store manager through coaching and fostering existing team as well as training new hires.
- Optimized scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Ensured compliance with all applicable laws, regulations and policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Coordinated in-store events to increase foot traffic, partnering with local businesses and community organizations for mutual benefit.
Assistant Store Manager
Michael Kors
03.2017 - 01.2019
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Consistently surpassed individual sales and KPI goals while running the sales floor and ensuring prompt and elevated customer service from all staff.
- Improved store audit scores from low 80’s to up to 95% through consistent coaching of Loss Prevention comprehension among staff.
- Chosen by District Manager to assist with personnel needs across Texas and Louisiana.
- Served as Acting Store Manager from June 2018 until promoted to Store Manager of The Woodlands location.
Sales Supervisor
Michael Kors
01.2013 - 03.2017
- Developed strong relationships with key clients, resulting in repeat business and increased revenue.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Boosted customer satisfaction with personalized follow-up calls to address concerns and gather feedback.
- Led by example, consistently exceeding personal sales targets and inspiring team to achieve collective goals.
- Sought after by District Manager to assist with new store openings and remodels of five other Houston area locations.
Sales Associate
Michael Kors
03.2012 - 01.2013
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
Education
Bachelor of Arts - Art Education
The Art Institute Of Houston
Houston, TXSkills
- Account management
- Customer service
- Teamwork and collaboration
- Territory management
- Client relations
- Loss Prevention
- Strategic planning
- Sales reporting
- Operations
- CRM software
- Performance tracking
Timeline
Account Manager
State Farm
09.2023 - Current
Store Manager
Michael Kors
01.2019 - 06.2022
Assistant Store Manager
Michael Kors
03.2017 - 01.2019
Sales Supervisor
Michael Kors
01.2013 - 03.2017
Sales Associate
Michael Kors
03.2012 - 01.2013
Bachelor of Arts - Art Education
The Art Institute Of Houston
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