Tina Jackson
Cedar Hill,TX
Summary
Dynamic professional with extensive experience at PennyMac Loan Services, excelling in conflict resolution and team training. Proven track record of enhancing customer satisfaction and exceeding service goals. Adept at leading teams through change while implementing effective problem-solving strategies to drive operational success and foster collaboration.
Overview
36
36
years of professional experience
Work History
Senior Customer Service Representative
PennyMac Loan Services
Fort Worth, CA
08.2020 - Current
- Resolved escalated customer complaints in a timely manner.
- Evaluated team performance metrics against established standards on a regular basis.
- Ensured compliance with applicable laws and regulations related to customer service.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Conducted customer service training for new hires.
- Managed incoming calls from customers while providing exceptional service.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Merchandising Manager
Macys Department Store
Culver City, CA
04.2006 - 01.2020
- Created and implemented promotional campaigns to increase sales of merchandise.
- Prepared reports on sales figures, inventory levels, customer feedback, for senior management review.
- Ensured compliance with company policies regarding product selection, ordering, display and inventory management.
- Organized special events such as trunk shows or pop-up shops as part of promotional activities.
- Managed budgeting and forecasting processes for merchandising operations.
- Trained, supervised and evaluated staff to optimize their performance levels.
- Increased sales through targeted merchandising plans and stocking of desirable inventory.
- Placed prices and descriptive signage to enhance displays and promote items.
- Maintained physical inventory of merchandise and implemented systems to monitor costs.
- Managed the full cycle of recruitment process including sourcing, interviewing, screening and selection of candidates.
Operations Manager
May Company Department Stores
Culver City, CA
10.2005 - 04.2006
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Coordinated cross-functional teams to ensure timely delivery of products and services.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Oversaw financial management, budget management, accounting and payroll activities.
- Managed scheduling, training and inventory control.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Sales Associate
May Company Department Stores
Culver City, CA
04.1989 - 09.2005
- Restocked shelves as needed to ensure sufficient inventory levels.
- Conducted inventories on a regular basis to track stock levels.
- Assisted customers with product selection, sizing and styling.
- Processed returns, exchanges, and refunds in accordance with company policies.
- Organized stockroom shelves according to size, color or style.
- Greeted customers and provided exceptional customer service.
- Handled customer complaints in a professional manner.
- Maintained cleanliness of store environment including floors, windows, displays.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Processed transactions using a point-of-sale system.
- Maintained up-to-date knowledge of store merchandise and policies.
- Processed credit card transactions quickly and securely.
- Provided accurate information about products, prices and services.
- Built and maintained relationships with peers and upper management to drive team success.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Adhered to company initiatives and achieved established goals.
Education
Some College (No Degree) - Business Management
California State University, Los Angeles
Los Angeles, CA01-1997
Some College (No Degree) - Business Management
University of Massachusetts, Dartmouth
North Dartmouth, MA09-1986
Skills
- Team training
- Conflict resolution
- Problem solving
- Leadership development
- Adaptability to change
- Calm and professional under pressure
- Team collaboration
Affiliations
- Enjoy Photography
Accomplishments
- Earned the Service of Excellence Award 2017
- Macy's Star Award 2017
- Award of Excellence 2014 and 2015
- Numerous recognition for excellent Quality Monitor scores at DFW Townhalls
Timeline
Senior Customer Service Representative
PennyMac Loan Services
08.2020 - Current
Merchandising Manager
Macys Department Store
04.2006 - 01.2020
Operations Manager
May Company Department Stores
10.2005 - 04.2006
Sales Associate
May Company Department Stores
04.1989 - 09.2005
Some College (No Degree) - Business Management
California State University, Los Angeles
Some College (No Degree) - Business Management
University of Massachusetts, Dartmouth