Shannon Muse-Jennings
Mesa,AZ
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Elderly Caregiver
In Home Support Services (IHSS)
03.2021 - Current
- Provided safe mobility support to help patients move around personal and public spaces.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
- Built strong relationships with clients to deliver emotional support and companionship.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted patients with self-administered medications.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Entrusted to handle confidential and sensitive situations in professional matter.
Field Safety Coordinator
KD Steel
05.2022 - 02.2023
- Developed new training programs to address performance and knowledge issues.
- Inspected worksites, practices, and gear, (PPE), for compliance with established safety standards.
- Gathered information, prepared reports, and drafted correspondence related to cases.
- Recognized, documented, and advised on removal of hazards.
- Inspected facilities for adherence to fire, hazard, and safety guidelines.
- Conducted safety audits and investigated plant quality issues.
- Coached employees, managers, and executives on effective safety policies.
- Investigated accidents and hazardous incidents to determine cause and made recommendations for corrective action.
- Wrote safety program plans to manage hazards, reduce incidents and save company money through less time lost and lower insurance payouts.
- Conducted investigations into incidents and reported on findings.
- Responded to any emergencies as instructed and with utmost efficiency.
- Communicated safety performance and progress to management and employees to provide up to date information.
- Assessed value of safety programs to apply modifications and improvements and achieve targeted goals.
- Conducted safety training and education to employees to increase awareness of safety hazards and empower employees to work safely.
- Investigated accidents and incidents to determine root causes and develop corrective actions to address underlying issues.
- Reviewed and analyzed safety data and statistics to identify trends and areas requiring improvement.
- Developed and implemented safety policies and procedures to establish clear guidelines for safe work practices and comply with regulations.
- Provided guidance and resources to employees to maintain safety procedures and enhance protection.
Sales Development Representative
Core-Mark International, Inc.
05.2016 - 01.2018
- Maintained and developed a designated sales region of 70 stores.
- Developed advanced understanding of products and services to react to customer objections, competitive questions, and other FAQs.
- Developed and delivered engaging sales presentations to convey product benefits.
- Built and managed accurate sales pipeline to maintain high volume of activity.
- Won new business by articulating full value of company's capabilities to prospects.
- Crafted persuasive sales pitches to communicate value of company products and services.
- Collaborated with marketing and product teams to stay up-to-date with new product launches and promotional activities.
- Achieved and exceeded monthly and annual sales targets.
- Participated in trade shows and other promotional events to build brand awareness and generate leads.
- Used data analytics to identify and track sales trends and develop actionable insights.
- Developed successful strategies for identifying and converting prospective clients to long-term customers.
- Designed customer retention strategies to reduce customer attrition.
- Conducted market research to identify potential opportunities and understand customer needs.
- Developed and maintained positive relationships with key decision-makers and influencers.
- Directed customer leads to connections department for further assistance.
- Trained new employees on customer service, money handling and organizing strategies.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Maintained current knowledge of evolving changes in marketplace.
- Attended monthly sales meetings and quarterly sales trainings.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Presented professional image consistent with company's brand values.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Consulted with businesses to supply accurate product and service information.
- Built diverse and consistent sales portfolio.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Contributed to team objectives in fast-paced environment.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Informed customers of promotions to increase sales productivity and volume.
Ethnographer
SmartRevenue
11.2011 - 02.2015
- Implementing qualitative research by observing behaviors and interactions of specific products to gain a deeper understanding of social dynamics.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Delivered services to customer locations within specific timeframes.
- Resolved problems, improved operations and provided exceptional service.
- Identified issues, analyzed information and provided solutions to problems.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Applied effective time management techniques to meet tight deadlines.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated strong organizational while managing multiple projects.
- Gained strong leadership skills by managing projects from start to finish.
- Proven ability to develop and implement creative solutions to complex problems.
- Understanding when to use active or passive observation.
- Working with informants to obtain positive/negative feedback.
- Taking proper field notes for the final reports and ensuring on time submissions.
- Using segmentation and validation methodologies, while excluding bias, so as not to form a wrong opinion.
- Scheduled interviewees for questionnaires before commencing data collection.
- Applied innovative ways to get influencers to speak with me and do surveys.
- Obtained positive/negative feedback from influencers.
Event Coordinator Intern
The Link To Children
02.2013 - 06.2013
- Coordinated with community stakeholders for successful implementation of social and community service initiatives.
- Managed volunteer programs focused on providing community services to underserved populations.
- Coordinated schedules and timelines for events.
- Managed administrative logistics of events planning, event booking, and event promotions.
- Acquired contracts and agreements to finalize negotiations and obtain approval signatures.
- Brainstormed and implemented creative event concepts and themes.
- Coordinated florists, photographers, and musicians for events.
- Developed post-event reports to determine effectiveness of each event.
- Communicated with catering, lighting and sound companies to obtain price quotes.
- Inspected event facilities to confirm conformance to customer requirements.
- Created and managed budgets, efficiently allocating resources for social and community service projects.
- Reviewed event bills to confirm accuracy and approve payment.
- Partnered with local organizations to expand access to social and community services.
- Utilized grant writing skills to secure additional program funding.
- Coordinated transportation and parking arrangements for guests and vendors.
- Implemented contingency plans to address last-minute changes or unforeseen events.
- Negotiated and fulfilled contractual obligations with venues, vendors and suppliers to obtain best rates and services.
- Implemented protocols and procedures to effectively manage planning process.
- Implemented strategies to increase public awareness of social and community service programs.
- Monitored and controlled event expenditures to meet budgets.
- Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation, and proposal development for various events.
- Trained and supervised event staff to complete tasks on time.
- Developed creative themes for events and created related activities to engage attendees.
- Spearheaded fundraising efforts to support social and community service initiatives.
- Developed and distributed event surveys to gather feedback and assess event success.
- Responsible for planning logistics and playing a leading role in cross functional projects and initiatives.
- Ensured day of events are successful, including timeline and speakers
- Oversaw all post event follow-up procedures, including thank you letters for attendee's, invoice payments, auction follow-up, etc
- Provided a post event debrief regarding on how to change events moving forward or if they need to be changed
- Trained volunteers for current and future events
- Performed other duties as assigned.
Server
The Cheesecake Factory
07.2012 - 04.2013
- Explained menu items and suggested appropriate options for food allergy concerns.
- Cultivated warm relationships with regular customers.
- Elevated customer satisfaction through followup and enthusiastic customer service.
- Addressed customer complaints quickly and professionally to avoid negative reviews and loss of business.
- Learned and followed local alcohol laws to keep restaurants compliant with laws and regulations.
- Followed food safety and sanitation guidelines to prevent foodborne illnesses and promote customer health and safety.
- Restocked supplies during downtime to continue meeting customer demand for products and services.
- Participated in training and development to stay updated with company policies and procedures and improve customer service skills.
- Handled special requests from guests to build positive relationships by meeting off-menu customer needs.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Increased sales significantly by upselling higher-end products to customers.
- Checked guests' identification before serving alcoholic beverages.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
General Manager
Caffino
06.2002 - 06.2003
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Managed budget implementations, employee evaluations, and contract details.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty and profitability.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Analyzed market trends and competitor activities to create competitive advantages.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Cosmetic Counter Manager
Macy's
01.2001 - 10.2013
- Recruited, trained and supported cosmetic counter team members, emphasizing company policies, product knowledge, and departmental goals across staff.
- Greeted and assisted customers within minutes of approaching cosmetic counter.
- Recruited, hired and trained employees in company policies and effective sales techniques to increase revenue and positive feedback.
- Gathered and analyzed sales and performance data to set and strategize on departmental goals.
- Managed difficult or delicate customer interactions with politeness and professionalism, reaching resolutions promptly and according to store policies.
- Researched and assessed new products to develop effective merchandising and promotion plans.
- Planned and prepared for special events, adjusting employee schedules and inventory to achieve smooth, efficient department operations.
- Introduced initiatives and sales strategies to exceed goals.
- Ordered supplies and inventory for cosmetics counter averaging $10,000 per month in sales.
- Analyzed sales, wrote sales reports and set sales goals for cosmetics counter at Macy's West.
- Offered make-up tips and popular tutorials in alignment with latest trends.
- Delivered product demonstrations and sample applications, raising exposure of key brands.
- Protected store assets and inventory via loss prevention procedures.
- Applied merchandising and housekeeping procedures, adhering to corporate, and brand standards.
- Arranged merchandise to present visually appealing displays and attract clientele.
- Boosted satisfaction and repeat business by recommending products in alignment with customer needs.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Assistant Store Manager
Caffino
04.2001 - 06.2001
- Coached sales associates in product specifications, sales incentives, selling techniques, improving skills, attaining advancement, achieving daily objectives and significantly increasing customer satisfaction ratings.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Created and maintained safe and secure work environments for employees.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Education
Master’s degree of Public Administration - Healthcare Management/Public Policy
Cal State East Bay
06.2013
Bachelor's degree of Business Administration - Marketing and Corporate Management
Cal State East Bay
06.2009
Skills
- Empathy
- Operations Management
- Customer Service
- Analytical Thinking
- Attentive Listening
- Adaptability and Flexibility
- Problem-Solving
- Attention to Detail
- Decision-Making
- Time management abilities
- Leadership
- Interpersonal Skills
Accomplishments
- Achieved promotion through effectively working hard and being accountable.
- Documented and resolved customer complaint which led to customer coming back.
- Supervised team of 15 staff members.
Certification
Driver's License
Additional Information
I was a single parent while achieving my education which has made me resilient in everything I do.
Languages
Spanish
Professional Working
Timeline
Field Safety Coordinator
KD Steel
05.2022 - 02.2023
Elderly Caregiver
In Home Support Services (IHSS)
03.2021 - Current
Sales Development Representative
Core-Mark International, Inc.
05.2016 - 01.2018
Event Coordinator Intern
The Link To Children
02.2013 - 06.2013
Server
The Cheesecake Factory
07.2012 - 04.2013
Ethnographer
SmartRevenue
11.2011 - 02.2015
General Manager
Caffino
06.2002 - 06.2003
Assistant Store Manager
Caffino
04.2001 - 06.2001
Cosmetic Counter Manager
Macy's
01.2001 - 10.2013
Master’s degree of Public Administration - Healthcare Management/Public Policy
Cal State East Bay
Bachelor's degree of Business Administration - Marketing and Corporate Management
Cal State East Bay