Hannah Jones
Dry Ridge
Summary
Natural leader experienced in driving company success with innovative and strategic problem solving. Record of performance in meeting organizational objectives. Excellent interpersonal skills and powerful cross-functional skills. Strong accountability and able to build alignment and buy-in with business initiatives.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Relations Manager
Signature Hardware
08.2019 - Current
- Manage daily workflow and operations of the Customer Relations Department along with overseeing a team of Customer Relations Representatives.
- Appropriately delegate work by skillset, including Omni channel inquiries.
- Heavy focus on associate development, ensuring professional success of direct reports,
- Project manage department and company-wide initiatives.
Project Manager
Signature Hardware
11.2021 - 05.2022
- Successfully managed several critical company projects, positively impacting the business's bottom line and operating profit.
- Established proficient communication for enhanced collaboration across the organization.
- Developed thorough and thoughtful project plans with clear timelines, milestones, and budget/resource requirements.
- Created risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
Customer Relations Supervisor
Signature Hardware
10.2020 - 08.2021
- Manage a team of Customer Relations Representatives ensuring key performance metrics are meeting expectations.
- Intervene and assist with escalated customer encounters via phone and email.
- Oversee and delegate interdepartmental priority communication.
Customer Relations Representative
Signature Hardware
06.2019 - 10.2020
- Assist customers via phone, email, and chat with all pre and post sale inquiries.
- Troubleshoot and guide customers through installation of our products as needed.
- Work with large scale companies and designers to coordinate products that work with their space.
Training and Quality Assurance Manager
Gardens Alive
10.2016 - 06.2019
- Conduct all training classes for sales and customer service new hires along with managing quality assurance relations.
- Create training manuals, checkpoint exercises, and assessments while managing all upkeep for material.
- Ensure all CRRs from both the Indiana center and overflow overseas are appropriately monitored and coached by QA.
- Create monitoring forms and QA guidelines to drive company success and customer satisfaction.
Education
High School Diploma -
Boone County High School
Florence, KY 05.2014
Skills
- Strategic Thinking
- Project Management
- Conflict Management
- Motivational Leadership
- Decision-Making
- Cross-Functional Communication
Accomplishments
2022 Impact Award; Signature Hardware
Certification
Project Management Certification; Google
Timeline
Project Manager
Signature Hardware
11.2021 - 05.2022
Customer Relations Supervisor
Signature Hardware
10.2020 - 08.2021
Customer Relations Manager
Signature Hardware
08.2019 - Current
Customer Relations Representative
Signature Hardware
06.2019 - 10.2020
Training and Quality Assurance Manager
Gardens Alive
10.2016 - 06.2019
High School Diploma -
Boone County High School
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