Customer Service Representative

JESSICA R. TARLETON

**** *. ******** ***** *******, AZ 85050 • (330) 407 - 0290 • *.*.********@*****.***

Summary of Qualifications

·10 years’ experience as a leader in fast-paced customer service environments with a focus on identifying and nurturing talent

·Over 3 years of managing full recruitment cycle to keep companies fully staffed with talent

·Excellent communication and motivational skills and is known for coaching staff to achieve professional growth and excellence while meeting company objectives

·Routinely meet and exceed sales targets to maximize profitability

·Executes payroll and ensures it’s submitted in a timely manner while being accurate

·Demonstrate superior human resource and financial management skills with the ability to manage and motivate diverse teams and foster skills development

Work Experience

Guest Experience Manager, lululemon September 2022 – Present

Scottsdale, Arizona

·Conducted regular on-the- floor sessions, fostering a collaborative and hands-on approach to leadership development. This approach resulted in increased team cohesion and a more efficient workflow and an NPS increase of 15% in one month.

·Creates an environment and culture where people feel included, a sense of belonging while also having the opportunity to grow

·Leads performance management activities with daily to year long check-ins while facilitating direct feedback, team acknowledgment, performance documentation and addressing performance.

·Support the Store manager’s people vision for the store and execute to the team

·Spearheaded a high-performance team of over 30 direct reports for a $26 million dollar store by developing a personalized growth plan for each employee, aligning their career aspirations with organizational objectives.

Store Manager, Nespresso June 2021 – September 2022

Scottsdale, Arizona

·Optimize people power to exceed company goals by $10k each quarter

·Responsible for full recruitment and hiring cycle while also onboarding and training new hires

·Lead a multi-faceted team focused on collaborative and respectful communication, specifically targeting personal skill development for each staff member

·Ambitious and entrepreneurial leader driven to inspire others on the team to provide exceptional customer service

·Developed a strong team of leaders who will deliver the brand principles and share our coffee mission with the community

·Improved NPS by 30% within one quarter upon hire

·Network and recruit talented staff while promoting existing staff to ensure a motivated and agile team that is determined to deliver exceptional results

Store Manager, Starbucks March 2020 – June 2021

Scottsdale, Arizona

·Developed and executed strategic operational plans to increase team strength and cohesion while maximizing sales in three stores by $2k a week

·Recruited and interviewed potential employees to create a talent pool that ensured success while being responsible for the full recruitment and hiring process

·Created professional development plans for staff that identified team members’ strengths, allowing for strength-based communication to delegate appropriate responsibilities to ensure smooth operations

·Implemented company success strategies by developing detailed action plans and directly motivating, coaching, and assisting the team in achieving excellence in customer service

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Store Manager, Paige Denim 2019 – 2020

Scottsdale, Arizona

·Managed the store’s succession planning by identifying talented teammates and fostering professional growth by offering feedback and coaching staff through various situations

·Top store in the company from November 2019 - February 2020

·Recruited and hired assistant manager and key leaders and trained assistant manager for recruiting and training

·Directed a successful and profitable store driven by sales targets that achieved business objectives

·Ensured all standards and expectations of the brand for client experience were met and exceeded through visual merchandising, marketing, and community

·Sought mentorship from the VP of Retail and Regional to develop leadership skills and achieve professional growth

·Due to Covid, our store shut down temporarily.

Guest Experience Manager, lululemon 2013 – 2019

Roseville, California

Scottsdale, Arizona

·Assisted in key aspects of store operations and ensured the successful delivery of the lululemon culture, philosophy, values, and vision

·Effectively delegated responsibilities and managed team operations while maintaining a work culture focused on exceptional guest experiences

·Created and executed strategic plans focused on achieving and excelling company monthly, quarterly, and yearlong sales goals

·Responsible for consistently searching and generating a healthy pipeline of talent by recruiting in the community and in Taleo

·Directed our team to grow a $4 million store into a $8 million store in one year

·Collaborated with senior management to grow Scottsdale from $10 million to $20 million in two years

·Created budgets and schedules along with monthly, quarterly and annual company success

·Interviewed candidates and made staffing decisions while fostering a positive employee experience focused on coaching 10 direct reports to achieve their personal and career goals

Education

Applied Sciences 2006-2010

Stark State College

References Available Upon Request

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