Summary
Overview
Work History
Education
Skills
Timeline
Generic

SHELBY SMITH

Columbus,OH

Summary

Dynamic professional with extensive experience at Hagerty, specializing in team management and culture development. Demonstrated success in performance evaluation and project management, leading to enhanced customer satisfaction and operational efficiency. Skilled in building positive relationships and executing effective training programs, resulting in high-quality service delivery and increased team productivity.

Overview

15
15
years of professional experience

Work History

MSC Launch Assistant Manager

Hagerty
09.2022 - Current
  • Coordinated with other departments to ensure smooth flow of operations.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Established processes for monitoring customer satisfaction levels.
  • Partnered with management to conduct individual training needs analysis for required coaching and training.
  • Assessed training needs of personnel and organized relevant training sessions.
  • Evaluated effectiveness of training programs by administering pre-and post-training assessments.
  • Created reports summarizing team performance against objectives set by management.
  • Provided guidance and support to team members on a daily basis.
  • Researched best practices for developing teams and implemented them within the organization.
  • Identified areas of improvement within the organization and developed strategies to address them.
  • Served as a mentor to junior team members, providing advice on career development strategies.
  • Monitored employee performance, providing feedback and coaching when necessary.

Assistant Manager of Member Service Center

Hagerty
03.2021 - 09.2022
  • Created a positive culture within the team
  • Provides individual coaching feedback and development plans
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Routinely reviews AEA work to ensure quality and excellent customer service
  • Lives the values and sets example for team.
  • Facilitates Huddles and group coaching's
  • Surfaces roadblocks with creative solutions

Project Coordinator

RH
01.2019 - 03.2021
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Coordinated presentations for customers and project members to detail project scope, progress, and results.
  • Identified and worked to remove barriers to successful completion of the overall project
  • Facilitated and coordinated the work of multiple project teams engaged in the establishment and implementation of new projects
  • Maintain and update company database
  • Defined clear targets and objectives and communicated them to other team members
  • Assessed vendor products and maintained positive vendor relations
  • Skilled in working with projects over 100K

RH Coaching Lead

RH
01.2016 - 01.2019
  • Time Management
  • Making sure that all teams have updated information of new processes
  • Leading associates to a solution for the client
  • Providing support to Supervisors
  • Identify opportunities and assisting in creating development plans
  • Sets positive example for all team members
  • Troubleshooting and escalations
  • Positively and professionally communicates with all associates
  • Assist in reporting and tracking team performance as assigned
  • Coaching's and mentoring all team members

Lead/Assist

RH
01.2014 - 01.2016
  • Team
  • Provide support to Associates
  • Answer questions and assisted in the use of our resources
  • Assisted in Problem solving and deescalating skills
  • Sets positive example in attendance, communication, performance, and Customer Service
  • Troubleshooting and escalations

Logistics/Trainer

Sears
01.2011 - 01.2014
  • Coordinator for 3 committees in our office
  • Only trainer on site for a year and a half in the EHDS routing system
  • Developed and trained a new Descartes system in 3 different sites
  • Routed and maintained the largest areas in the US.
  • Perfect attendance all three years of employment.

Education

High School Diploma -

Teays Valley High School
Ashville, OH
01.2011

Skills

  • Culture development
  • Attention to detail
  • Documentation and reporting
  • Critical and creative thinking
  • Adaptability and flexibility
  • Verbal and written communication
  • Team management
  • Business relationship development
  • Multitasking and prioritization
  • Positive attitude
  • Performance evaluation
  • Project management

Timeline

MSC Launch Assistant Manager

Hagerty
09.2022 - Current

Assistant Manager of Member Service Center

Hagerty
03.2021 - 09.2022

Project Coordinator

RH
01.2019 - 03.2021

RH Coaching Lead

RH
01.2016 - 01.2019

Lead/Assist

RH
01.2014 - 01.2016

Logistics/Trainer

Sears
01.2011 - 01.2014

High School Diploma -

Teays Valley High School

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