Summary
Overview
Work History
Skills
Timeline
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Shani Jones

Bayonne,NJ

Summary

Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Analytical and organized professional, comfortable working independently or as part of a team.

Overview

8
8
years of professional experience

Work History

Operations Specialist

Gucci
07.2020 - Current
  • Tracked and analyzed reports to determine needed improvements.
  • Liaised with Front of House and Back of House management teams to develop solutions and accomplish shared objectives.
  • Trained new personnel regarding company operations, policies and services.
  • Responded proactively and positively to rapid change.
  • Motivated and trained employees to maximize team productivity.
  • Developed and updated tracking spreadsheets Excel and related tools.
  • Performed business analysis and provided guidance on best practices and various approaches.
  • Developed and updated databases to handle customer data.
  • Collected, arranged, and input information into database system.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Sought ways to improve processes and services provided.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Analyzed information gathered by investigation and report findings and recommendations.
  • Maintained claims data in Excel spreadsheet
  • Synthesized data into comprehensive quarterly written reports for management.
  • Created smooth onboarding processes to help new hires adjust to company policies, procedures and processes.
  • Led professional and thorough orientation sessions, introducing new hires to key company information.
  • Reviewed onboarding processes regularly, identifying and correcting deficiencies.

Client Advisor

Gucci
05.2016 - 07.2020
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
  • Trained and supervised junior customer service representatives on best practices to meet organization goals.
  • Maintained and managed customer files and databases.
  • Educated clients on our and resolved client inquiries regarding statement information and account balances.

Skills

  • Improvement Plan Knowledge
  • Project Management
  • Problem Solving
  • Onboarding Design
  • Analytical Thinking
  • Cross-Functional Communication
  • Case Management
  • System Development

Timeline

Operations Specialist

Gucci
07.2020 - Current

Client Advisor

Gucci
05.2016 - 07.2020

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Shani Jones