Jessica Stephens

Manage and lead a team of 25–30 employees, often acting as the most senior team member on nights and weekends. Oversee front-end and store operations to ensure employees work efficiently and in line with procedures. Serve as the primary point of contact for escalated customer enquiries and complaints, using de-escalation and problem-solving skills to achieve positive outcomes. Process refunds and resolve transaction issues according to company policy, complete opening and closing procedures with operational, safety, and security requirements, and liaise with senior management on customer concerns, staffing matters, and operational issues. Coach and support team members to deliver consistently high customer service.

Led and supported a front-end team of 10–15 employees while maintaining strong customer service standards. Resolved customer enquiries in person and over the phone using professional communication and efficient problem solving. Managed cash operations across 14 registers, including change allocation and end-of-day cash reconciliation. Coordinated day-to-day workflow and supported team performance to meet operational requirements.

Delivered high-quality customer service in a busy, award-winning retail environment, communicating effectively with hundreds of customers each day. Supported product availability through inventory-related duties including stock rotation, accurate placement, and maintaining barcode integrity. Helped ensure a smooth front-end experience by responding to customer enquiries and providing assistance as needed.