Pat Sutton Email & Phone Number

Chicago, Illinois, United States

Support the General Manager and management team in all dispensary needs. Execute and train on various roles and responsibilities within the dispensary including POS, inventory, and customer service. Support and motivate the team to achieve daily, weekly and monthly sales goals. Demonstrate ability to coach, lead, and inspire others. Assist and motivate team members and communicate with respect and professionalism. Lead by example. Assist with daily… Show more Support the General Manager and management team in all dispensary needs. Execute and train on various roles and responsibilities within the dispensary including POS, inventory, and customer service. Support and motivate the team to achieve daily, weekly and monthly sales goals. Demonstrate ability to coach, lead, and inspire others. Assist and motivate team members and communicate with respect and professionalism. Lead by example. Assist with daily and monthly product inventory, cash audits and continued accurate record keeping. Prepare and effectively lead State inspectors through unannounced inspections and audits. Ability to manage and navigate in a fast-paced dynamic dispensary environment. Willingness to jump into Canncierge roles as needed including but not limited to: check-in, greeting customers, consultations, POS, and vault. Perform unspecified duties on an as-needed basis. Show less

Chicago, Illinois, United States

Led and developed a team of up to 15 Community Operations Specialists, responsible for their overall performanceCreate performance goals for Community Operations Specialists, and monitor weekly progress toward specific goalsCollaborate with the Operations Coordinator to monitor the efficacy of the daily operations, and anticipate barriers to operational successBe the subject matter expert for all Community Operations policies and procedures, preventing misinformation to… Show more Led and developed a team of up to 15 Community Operations Specialists, responsible for their overall performanceCreate performance goals for Community Operations Specialists, and monitor weekly progress toward specific goalsCollaborate with the Operations Coordinator to monitor the efficacy of the daily operations, and anticipate barriers to operational successBe the subject matter expert for all Community Operations policies and procedures, preventing misinformation to external stakeholders by effectively monitoring communications and coaching specialistsBe the point of contact for escalation within real-time operations and urgent issues with stakeholdersManage the quality assurance program for Community Operations, performing weekly audits of specialists’ communications and reporting on quality assurance metricsMonitor customer satisfaction of individual specialists and the team’s overall performance weeklyInvestigate low customer satisfaction scores and negative customer feedback, identifying the root causes and creating an action plan for current and future resolutionsOwn proactively identifying opportunities to engage Instawork’s “power users” and top-quality customersImprove team members’ productivity through weekly knowledge sessions and sharing insights on how to increase efficiencyCollaborate with leadership on Community Operations recognition and engagement initiatives, actively highlighting best practices and top performance within the teamRegularly communicate with senior leadership regarding the team’s performance and opportunities for improvement, and contribute to projects designed to enhance the customer experience Show less

Greater Chicago Area

Designed and implemented onboarding structure including new hire trainingConsults with Learning and Development Leadership to evaluate areas of opportunity and collaborates on learning and communication initiatives to drive performance improvements at the program or team level.Administer learning lab training to new hire agents to exceed goals as quickly as possibleManage new hires nesting to bridge the gap from the training room into integration with the customer service… Show more Designed and implemented onboarding structure including new hire trainingConsults with Learning and Development Leadership to evaluate areas of opportunity and collaborates on learning and communication initiatives to drive performance improvements at the program or team level.Administer learning lab training to new hire agents to exceed goals as quickly as possibleManage new hires nesting to bridge the gap from the training room into integration with the customer service teamsUse goals, reports, and direct observation to provide one-on-one coaching to improve performanceReview materials for instructor-led and online training and facilitates classroom or virtual trainingTrack and understand multiple team metrics, such as effectuation rates, overall team production, and more; promote behavior necessary to exceed metric targetsSuccessfully outsourced customer service departments to multiple partnership companies without losing any employeesParticipated in the Train the Trainer process to certify new trainersConsulted with Learning and Development Leadership to evaluate areas of opportunity and collaborates on learning and communication initiatives to drive performance improvements at the program or team level.Created training agendas that included lesson plans, modules, and surveys that are currently used by Corporate Care specialists to assist with our Tier 2 clients and Customer Care specialists to assist with our consumer-based users on the GrubHub websiteProvided constant feedback about each training participant Show less

Lake Zurich, Illinois, United States

Maintain availability to answer inbound calls daily, answering various and complex inquiries concerning all aspects of loan servicing, and handling escalated issues from junior staff.Appropriately refer inquiries and research requests to the applicable department or staff member.Verify and change account information, process and forward documentation requests to various internal departments, perform and request research on tax and insurance issues, process loan payments, resolve and… Show more Maintain availability to answer inbound calls daily, answering various and complex inquiries concerning all aspects of loan servicing, and handling escalated issues from junior staff.Appropriately refer inquiries and research requests to the applicable department or staff member.Verify and change account information, process and forward documentation requests to various internal departments, perform and request research on tax and insurance issues, process loan payments, resolve and explain billing issues, and verify tax and insurance disbursements.Submit requests to initiate, correct, or resolve issues of payments, tax and hazard insurance, escrow accounts, purged loan information requests, loan payoff requests, transfer and conversion, and general research on lien releases.Prepare and send account information and other correspondence to borrowers, clients, and other third parties.Document all activity timely and accurately in appropriate databases.Represent “Private Label” clients by using organizational names accurately when interacting with their customers.Assist with outbound telephone call projects, such as welcome calls or task completion calls.Maintain knowledge of current policies and procedures for each department within loan servicing and each Private Label client.Maintain a minimum of 75 incoming daily calls with at least a 90% quality score.Identify and communicate ideas for improved workflow, enhanced automation, and increased service levels.Comply with the Code of Conduct and regulatory training requirements. Show less

Chicago, Il

Receive and maintain overnight deliveries.Process, package, and stock merchandise.Operate forklift.Ensure all new merchandise is inventoried.Inspect and log merchandise for accuracy of shipment and quality.Assist with arranging merchandise to ensure a clean and safe work environment.

Organized and maintained truck, trailer and van lots.Discussed products offered and ensured customer satisfaction.Performed daily maintenance and mechanical repairs of vehicles and trailers.Level inspections, cleaning rental equipment, dispensing propane.Closing duties: Cash handling, counting/balancing drawersUpdate productivity chartsTelemarketing and salesGeneral training and supervising of team members.

Offered academic and personal resources to students.Youth coordinator and mentor.Organized and facilitated math literacy and social justice workshops.Team leader.

Accounting And Business/Management

Accounting And Business/Management