Jared Waywood

Customer Experience Projects:

• Orchestrated seamless integration of Gift Card numbers into ERP system, reducing processing time from 5 minutes to mere 1 minute, enhancing operational efficiency.
• Spearheaded implementation of Web Order tracking into ERP system, streamlining order management processes and improving tracking accuracy.
• Engineered "Where is my Return?" API integration, empowering customers with self-service options and reducing return contacts, resulting in annual savings of $31K.
• Developed and deployed comprehensive PowerBI Dashboard, effectively handling 70% of informational needs, resulting in improved handling times and reduced contacts per transaction.
• Implemented Loyalty reporting in PowerBI, providing insights into distribution of loyalty across business and optimizing appeasement strategies by capturing valuable data points into JSON format.

Retail Projects:

• Architected and integrated a Click and Collect Smart Locker PowerApp with third-party smart locker solution, piloted successfully in 4 stores, reducing handling time from 8 minutes to 1 minute while enhancing accuracy and efficiency.
• Acted as primary liaison with Keynius, third-party Smart Locker software provider, facilitating seamless communication and collaboration both internally and externally.
• Conducted in-person training workshops for retail stores on SmartLocker implementation, supplemented by development of training videos and documentation.
• Led Unit Acceptance Testing (UAT) for Smart Locker solution, ensuring its readiness and efficacy in real-world scenarios.
• Mapped Stock Take process to streamline operations and enhance integration with third-party systems.

Warehousing Projects:

• Created comprehensive warehouse processing maps for Distribution, Internet, and Wholesale processes, serving as crucial component of discovery phase for new Warehouse Management System (WMS), encompassing 44 warehouse processes.
• Facilitate seamless transition of Exchanges in Warehouse to new EPOS system, ensuring continuity and efficiency in warehouse operations.

PowerApps:

• Directed PowerApp initiatives with a team of 2 developers, resulting in creation of innovative and business-specific PowerApps, including:
• Click and Collect PowerApp, replacing legacy technology
• Click and Collect Smart Locker Integration, seamlessly integrating with ERP and third-party systems via PowerApp.
• Search and Movement PowerApp, optimizing search process in Retail.
• Device Management PowerApp, facilitating reporting on existing devices in circulation in Retail.
• Device Management Warehouse PowerApp, providing insights into HHT devices in Warehouse.

• Spearheaded the onboarding process, serving as the primary interface between candidates and the organization.
• Conducted thorough phone screenings and compiled detailed notes for hiring managers.
• Orchestrated seamless interview scheduling and coordination for candidates and hiring managers, demonstrating adeptness in utilising various systems and tools.
• Engaged with stakeholders across all levels, including Heads of departments and senior staff, fostering strong relationships and ensuring alignment of recruitment strategies with business objectives.
• Demonstrated proficiency in utilizing diverse ATS systems, tools, and platforms to source top-tier candidates, contributing to the enhancement of the organization's talent pool.
• Worked across all IT Teams including Data, Engineering, Delivery, Operations and Quality Assurance.

• Directed Telephony/Correspondence operations, ensuring seamless customer interactions throughout the Customer Experience journey.
• Mentored and coached team members, fostering personal and professional growth within the team.
• Conducted comprehensive 1-to-1 coaching sessions and quality reviews, upholding service standards of the highest caliber.
• Successfully met SLA, CSAT, and NPS targets consistently, reflecting commitment to customer satisfaction and operational excellence.
• Leveraged advanced telephony systems proficiency to develop insightful reports and statistics, aiding team success and decision-making.
• Managed HR meetings, adhering to disciplinary procedures outlined in the handbook.
• Identified call drivers and implemented proactive solutions to reduce unnecessary contacts, enhancing operational efficiency.
• Oversaw time sheets, payroll, holidays, and resource planning for the entire department, ensuring smooth operations.
• Conducted interviews for various positions, from Advisors to Team Leaders, demonstrating expertise in talent acquisition and retention.
• Handled escalated complaints with tact and efficiency, resolving issues and ensuring customer satisfaction at all levels.