RESUME

Direct and Wholesale Customer Care Manager

​2018 -2020

 

-Implemented chat and a new phone system to the immediate team to enhance the customer success experience.

-Established individual productivity and quality metrics to compliment corporate-specific metrics. Ensured maximum productivity and utilization of team members through attainment of hourly, daily, and monthly KPI goals.

-Trained and mentored 6 new employees on conflict resolution, CRM, procedures, and the business operating software.

-Screened inbound resumes, phone screen and book candidates with in-person interviews.

-Developed new customer service representative training program which consisted of new documentation of processes, training, and FAQS.  

 

 

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Customer Care Representative

-Head contact for all B2C customers by providing first response resolution in every interaction-inbound call, social media, emails and outbound follow up.

-Quickly and effectively solved customer challenges to include following up to ensure remediation and mitigate potential issues.

-300+ interactions with B2C consumers weekly while maintaining a satisfaction rating of over 90%.

-Actively communicated with internal customers: Sales, Distribution center, Marketing, Finance, IT, and other internal customers at all levels within the organization including Managers, Directors, and Vice presidents.

-Managed 1000+ member PRO deal program which drives revenue.

-Successfully recruited five new customer care team members as team evolved and expanded.

-Maintained quality control seeking new ways to improve customer service.

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Nudestix Brand Ambassador

2016-2017​

 

-Created content/copy for all seasonal campaigns on various channels, including social media and email outreach monthly.

-Communicated the product brand image to consumers, experimented that with various marketing promotions which increased sales by 70%.

-Promoted brand by providing consumers knowledge and insight on the brand through giveaways and discount codes.