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
- Supervise daily operations, including shift scheduling, task delegation, and performance oversight to maintain team alignment with service objectives.
- Coordinate cross-departmentally to ensure seamless communication and operational efficiency across functions.
- Partner with leadership to assess individual and team training needs, delivering targeted coaching that drives performance and engagement.
- Evaluate training program effectiveness using pre- and post-assessments to inform continuous improvement strategies.
- Organize and lead training sessions based on identified team needs, ensuring alignment with organizational goals.
- Develop and maintain performance reports tracking key metrics, supporting strategic decision-making and accountability.
- Provide daily guidance and mentorship to team members, fostering growth and consistent skill development.
- Supported the successful launch of new programs, ensuring operational readiness, training support, and smooth transitions.
- Lead the interviewing, hiring, and onboarding process for both new and internal candidates, maintaining high standards of talent integration.
- Implement processes to monitor and enhance customer satisfaction, contributing to an improved service experience.
Assistant Manager of Member Service Center
Hagerty
02.2021 - 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
12.2018 - 02.2021
- 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
12.2015 - 12.2018
- 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
12.2013 - 12.2015
- 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
12.2010 - 12.2013
- 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.
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
Education
High School Diploma -
Teays Valley High School
Timeline
MSC Launch Assistant Manager
Hagerty
09.2022 - Current
Assistant Manager of Member Service Center
Hagerty
02.2021 - 09.2022
Project Coordinator
RH
12.2018 - 02.2021
RH Coaching Lead
RH
12.2015 - 12.2018
Lead/Assist
RH
12.2013 - 12.2015
Logistics/Trainer
Sears
12.2010 - 12.2013
High School Diploma -
Teays Valley High School