Customer Service Change Management
Resume:
Jacqueline Bailey - Hampton, VA
**********@*****.***
Summary
Results-driven professional with over 20 years of diverse experience in operations management, change management, production planning, and customer service. Proven ability to streamline processes, manage projects, and collaborate across teams to drive organizational success. Skilled in financial recordkeeping, scheduling, and delivering exceptional service in dynamic environments. Seeking to leverage expertise to contribute effectively in a challenging role.
Professional Experience
Sales Associate
JCPenney - Hampton, VA
October 2024 – Present
●Provide exceptional customer service by assisting shoppers with product selection and inquiries.
●Process transactions accurately using POS systems while handling cash, credit, and returns.
●Maintain merchandise displays and ensure the sales floor is clean, organized, and visually appealing.
●Collaborate with team members to achieve daily sales goals and enhance the overall customer experience.
●Support inventory management and restocking to meet demand efficiently.
Change Management Specialist
Newport News Shipbuilding – Newport News, VA
August 2023 – May 2025
●Supported organizational change initiatives by implementing structured change management strategies and plans.
●Collaborated with cross-functional teams to assess the impact of change and develop communication and training materials.
●Assisted in stakeholder analysis and engagement to ensure successful adoption of new processes and technologies.
●Tracked and reported on change readiness, adoption, and resistance trends.
●Facilitated meetings and workshops to gather feedback and support change implementation.
●Maintained detailed documentation for all change-related activities and ensured compliance with internal protocols.
Production Planner and Scheduler
Huntington Ingalls Shipbuilding – Newport News, VA
October 2022 – August 2023
●Developed and maintained detailed production schedules to ensure timely completion of shipbuilding projects.
●Coordinated with engineering, procurement, and manufacturing teams to align resources and materials with project timelines.
●Monitored project progress, identified delays or bottlenecks, and proposed corrective actions to keep schedules on track.
●Utilized scheduling software and ERP systems to manage workflow and update stakeholders on progress.
●Analyzed capacity planning data to forecast labor and equipment needs.
●Ensured compliance with safety standards, quality requirements, and internal production goals.
Bookkeeper – Title I Program
McDonough Middle School – McDonough, GA
July 2021 – October 2022
●Managed budgeting, tracking, and reporting for federal Title I funds in compliance with district and state guidelines.
●Processed purchase orders, invoices, and reimbursements, ensuring accuracy and proper documentation.
●Maintained financial records and reconciled accounts using school financial software systems.
●Collaborated with administrators and staff to ensure proper allocation of resources for instructional programs and student support services.
●Prepared detailed financial reports for audits and compliance reviews.
●Ensured timely and accurate submission of monthly, quarterly, and annual financial documentation.
Sales Associate / Cashier Assistant
TJ Maxx – Conyers, GA
July 2021 – October 2022
●Provided exceptional customer service by assisting shoppers, answering questions, and resolving concerns at the register and on the sales floor.
●Processed transactions accurately using POS systems and handled cash, credit, and returns.
●Maintained store cleanliness and organized merchandise to ensure a positive shopping experience.
●Assisted in inventory restocking, price tagging, and merchandise displays.
●Collaborated with team members to achieve daily sales goals and meet customer satisfaction benchmarks.
●Ensured adherence to company policies regarding loss prevention and store safety.
Substitute Teacher
Union Grove Middle School – McDonough, GA
March 2021 – May 2021
●Delivered lesson plans and instructional activities as provided by the regular teacher to ensure continuity of student learning.
●Managed classroom behavior and maintained a positive learning environment.
●Assisted students individually and in groups to support academic achievement.
●Communicated effectively with students and staff to address questions and concerns during absences.
●Adapted quickly to various classroom settings and grade levels as needed.
Customer Service Agent
Conduent – Chesapeake, VA
May 2020 – May 2021
●Provided timely and professional assistance to customers via phone, email, and chat.
●Resolved billing, account, and service issues while maintaining a positive customer experience.
●Documented customer interactions and escalated complex cases to appropriate departments.
●Maintained up-to-date knowledge of company products, policies, and procedures to support accurate information sharing.
●Met or exceeded performance metrics for call handling, resolution time, and customer satisfaction.
Sales Associate / Cashier Assistant
TJ Maxx – Suffolk, VA
January 2020 – May 2020
●Delivered excellent customer service by assisting shoppers and responding to inquiries on the sales floor.
●Processed customer transactions accurately and efficiently using POS systems.
●Managed cash handling and balanced register at the start and end of shifts.
●Assisted with merchandise stocking, organization, and maintaining store cleanliness.
●Supported team efforts to meet sales targets and uphold store policies on safety and loss prevention.
Sales Associate / Cashier Assistant
Marshalls – Lithonia, GA
May 2010 – December 2019
●Delivered excellent customer service, assisting customers with purchases, returns, and product inquiries.
●Accurately processed transactions, handled cash, credit, and returns at the register.
●Assisted in merchandising, restocking shelves, and maintaining store cleanliness and organization.
●Supported inventory management and participated in loss prevention initiatives.
●Trained new employees on customer service protocols and POS operations.
●Collaborated with team members to achieve sales goals and maintain a positive shopping environment.
Senior Shared Services Operation Specialist
Assurant Specialty Property – Duluth, GA
July 2000 – December 2019
●Oversaw operational processes to ensure efficient delivery of shared services across departments.
●Coordinated with multiple teams to streamline workflows, reduce redundancies, and improve service quality.
●Managed reporting and analysis to support decision-making and performance improvement.
●Led projects to implement system upgrades and process enhancements.
●Provided training and support to junior staff and collaborated with management on operational strategies.
●Ensured compliance with company policies and regulatory requirements.
Education
Bachelor of Science in Technical Management
DeVry University
Graduated: June 2013
Skills
●Change Management
●Production Planning & Scheduling
●Financial Recordkeeping & Bookkeeping
●Customer Service & Communication
●Microsoft Office Suite (Excel, Word, PowerPoint)
●ERP & Scheduling Software
●Time Management
●Team Collaboration & Training
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