Data Analyst Customer Service

Jessica L Ward

**** * ********* ** *******, AZ **295 602-***-**** ************@*****.***

Education

BS 2018 GCU

Major: Applied Management

Minor: Business

AS 2016 SAN JOAQUIN DELTA COLLEGE

Major: Business

AS 2016 SAN JOAQUIN DELTA COLLEGE

Major: Retail Management and Merchandising

Experience

E-Commerce Supervisor Fry’s Food Stores/Kroger #607 09/2020 – present

Managed 15 + employees full and part time

Created weekly schedules utilizing a 15 minute graph and Implementation of a select a schedule. Meeting the weekly goal of 107% percent effective for hours allotted.

Maintained a metric score of under 4 minute wait time, 96% fill rate, 32 SPI, 0% late orders, and 100% RBT.

Monitored employees productivity by implementing quarterly reviews and the PED yearly reviews.

Shift Lead Instacart 07/2019 – 8/2020

Managed 5 locations with 50 + part time employees

Assessed performance metrics daily to identify trends and create personalized development plans for individuals

Identified and closed gaps to improve customer availability and increase order volume

Monitored and enforced attendance, scheduling, and behavioral policies

Head Cashier Sprouts Farmers Market 02/2018 – 07/2019

Supervised team of over 25 part time and full- time cashiers and courtesy clerks

Training, monitoring, and assisting as needed over the course of each shift

Accountable for monetary transactions, approvals, and daily audits of all employees on duty

Bookkeeping, records, daily computer logs, and safe drops at the end of each shift

Recruiting, scheduling shifts, and assigning tasks as needed

Desk Assistant ASU Poly Tech 10/2016-1/2018

Record, track, and document each student’s information and appointments into tutor trac

Participated in formal and informal training sessions with new hires

Communicated all problems, system interruptions and resolutions to academic center coordinator

Cashier Safeway 05/2009-06/2011 & 09/2016 – 02/ 2018

Cash handling accountability, proper change and audits

Top Cashier awards 5 times

Communication and customer service techniques

Lead cashier closing

Shift Lead Motorola Corp 06/1997 – 12/2000

Supervised approximately 50 to 80 part time employees on each shift

Assessed daily operations which included the forecasting, scheduling and ensured staff levels were sufficient to meet the service and productivity goals for that day

Developed improvement plans for individuals to meet their daily goals

Held employees accountable to accurate time keeping

Data Analyst D.R. Ward & associates 09/1990 – 05/1997

Analyzed, created, improved, records, and automated standard reports and develops new reports

Call center atmosphere answering and documenting according to each individualized call

Forecasting and analyzation of each health care provider according to their monthly needs

Conducted data integrity checks to improve accuracy of HR reporting and analytics

Clearly established performance objectives and evaluation criteria

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