Shelby Matthews
St Louis,MO
Summary
Business-minded professional tackling any job task with enthusiasm and precision. Demonstrates positive attitude and readiness to adapt to different situations.
Overview
7
7
years of professional experience
Work History
Business Execution Analyst
Wells Fargo Advisors
St Louis, MO
08.2023 - Current
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Established positive rapport with advisors, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Customer Success and Operations
Revival STL
St. Louis , MO
09.2021 - 08.2023
- Delegated daily tasks to employees to manage resources and meet deadlines.
- Managed team of 10+ employees, daily progress reports and overall project planning.
- Implemented improved training procedures to better develop new personnel.
- Minimized costs by working and negotiating with multiple suppliers.
- Performed scheduled inventory counts and supply audits.
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Reviewed employee performance and devised improvement plan to achieve goals.
- Managed maintenance requests for 800+ apartments in 4 territories
- Managed building and unit cleanliness for over 2 thousand apartments in 6 territories
Hospitality Operations Specialist
Kasa Living
St. Louis, MO
03.2021 - 09.2021
- Identified operational performance to identify pain points and provided actionable solutions to management.
- Served as liaison between certain departments to implement new improvement plans and changes.
- Oversaw day to day operations such as maintenance issues, Iot issues, property operation managers logistics
- Assisted on-site Property Operations Managers when issues arise
- Fulfilled supply order requests
Property Operations Manager
Kasa Living
St. Louis , MO
11.2020 - 09.2021
- Coordinated general maintenance and repairs to keep facilities operational and attractive.
- Inspected properties regularly to ensure quality
- Fixed minor maintenance issues
- Assisted with emergency situations ex. lockouts, missing items, etc.
- Built and replaced broken items
- Assisted with special guest requests
- Handled guest complaints in most effective manner possible
- Maintained a healthy and long last relationship with property partners
- Juggled multiple projects and tasks
- Prioritized and organized tasks to efficiently accomplish goals.
- Worked closely with housekeeping teams.
General Manager
J.A. Detail cleaning
St. Louis, MO
01.2019 - 11.2020
- Oversaw staff hiring, initiating new training and scheduled processes to streamline operations.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
- Trained teams on specific operations and requirements for each job site.
- Set pricing structures according to market analytics and emerging trends.
- Created checklists to improve inventory management
- Commanded controls over expenses and inventory for optimal budget tracking.
- Supervised and supported cleaning staff personnel to maximize quality of service and performance.
- Reviewed employee performance and devised improvement plan to achieve goals.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Reviewed daily financial reports and reconciled accounts to keep information current and accurate.
- Oversaw financial management activities, including budget management, accounting and payroll.
Shift Supervisor
My Handyworks
St. Charles , MO
12.2016 - 01.2019
- Delivered service and support to each customer
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Trained new employees each in procedures and policies in order to maximize team performance.
- Responsible for scheduling classes, managing supplies and coordinating customers
- Led classes for large and small groups
- Generated concept designs, collaborated with customers and employees to gain feedback
- Encouraged an energetic and creative environment
- Evaluated store performance by receiving, analyzing and incorporating feedback from store inspections to implement action plans for improvements.
Skills
- Organization
- Problem resolution
- Courteous and Professional
- Skilled multi-tasker
Timeline
Business Execution Analyst
Wells Fargo Advisors
08.2023 - Current
Customer Success and Operations
Revival STL
09.2021 - 08.2023
Hospitality Operations Specialist
Kasa Living
03.2021 - 09.2021
Property Operations Manager
Kasa Living
11.2020 - 09.2021
General Manager
J.A. Detail cleaning
01.2019 - 11.2020
Shift Supervisor
My Handyworks
12.2016 - 01.2019