Drive savings and revenue by solving problems with innovative solutions to align with customer, company, and department goals for a $600M e-commerce company known for providing top tier customer service. Owned several products including, but not limited to, the CRM (250+ users), order processing tools (250+ users), order automation (including ML design detection), phone system (Five9), and frontend customer contact preferences (750k contacts annually).- Saved ~$5.5M annually by owning the quarterly roadmap, which included product discovery, prioritization, presentation, and implementation of technology efforts in the customer service department.- Directed an effort 0-1 and saved ~$250k annually, with a ROI of 80%, while maintaining top tier CX by leading efforts to properly auto-identify, cancel, and refund orders deemed unable to be fulfilled.- Managed weekly agile meetings (sprints, retros, etc.), which increased engineering velocity by 20%.- Accelerated order processing automation by 70% (+800k orders annually), with no impact to overall customer experience, through collecting and analyzing feedback, outlining improvements, and quantifying the results.- Maintained a department accuracy average of 99%+ (+1M orders annually) through maintaining a prioritized backlog that drove optimization initiatives and supported scalability.- Innovated antiquated order routing to ensure ~$50M in sales received specialized support, which increased order conversion, order accuracy, and customer retention.- Achieved 90%+ approval rate from Engineers with a detail oriented approach through pitches and opportunity assessments.

Led the expansion of the OCR (Omni-Channel Relationship) offering, driving efficiency and performance improvements across the Customer Care team (400+ team members, Customer Service, Fundraising, and Art & Design departments), and contributing to improved orders per paid labor hour. Additionally, managed a team of up to 3 Optimization Specialists and participated in talent calibration discussions and the development of Individual Development Plans (IDP) for those individuals.- Generated over $1M in company savings annually by leading our team to brainstorm, propose, implement and measure initiatives.- Expedited team size scaling by 100%+ through managing team initiative backlogs and effective prioritization.- Mentored 50% of my team members into promotions in the Product or Optimization space.- Flexed into and optimized processes in departments with different tools and skills, including Art & Design, Sales, and Customer Service.- Boosted accuracy in each department by ~10% through supporting direct reports through identifying and scoping initiatives.

Leveraged learned subject matter expertise and team member feedback to drive efficiency, performance improvements, and customer satisfaction for the Customer Service department (200+ team members). This encompassed being the feedback hub for the Customer Service front line team and leadership, but also to stakeholders outside the department, which included Sales, Art & Design, Logistics, Production, and Technology.- Owned initiatives that resulted in ~$1.8M annually of efficiency improvements.- Increased department accuracy by 31% through identifying error trends through data analysis and creating improvement plans for leaders to implement.- Improved department productivity by 12% and decreased cost per order processed by 12% through rolling out department wide process changes.- Implemented 70+ projects and changes, which involved planning and conducting training programs, presentations, demos, tracking, analyzing, and reporting on metrics associated with each project.- Relationship building with leadership and 100+ team members in and outside the Customer Care department.

Led a team of 10 to 15 team members that focused on order processing and post order placement situations. Through coaching and providing feedback, I developed this team into high performers. Coordinated with departments to optimize order workflow efficiency. Used emotional intelligence to listen to team member feedback and cater individual specific plans to encourage professional growth. Additionally, I was tasked with identifying and rolling out projects including personal leave management and action planning survey results for the entire department.- Maintained an “my manager is doing a great job” score of 95%+.- Created dozens of performance development plans with a 0% separation rate.- Created and implemented dozens of leadership development plans, which resulted in promotions.- On-boarded new hires and grew them into high performing team members through feedback and coaching.- Utilized change management techniques to lead through pay changes, team restructures, promotions, and daily workflow adjustments.

• Assisted Associate Manager with any delegated tasks.• Proactively monitored order backlog to ensure proper allocation of team members.• Motivated and managed team order pushes daily.• Helped complete reports including Aging Emails, At Risk Report, Bulk Voicemails.• Go-to for questions while on floor. • Assisted grading and running quality of communication meetings.• Led a crew of 6 team members for 8 weeks.

• Analyze incoming orders for any art/printing issues.• Communicate any questions about an order to customers by phone and email.• The point person for customers to contact about any questions or concerns they have about an order.• Trained in Adobe Illustrator to help make quick adjustments if needed to artwork.• Accurately and efficiently determine what is needed to ensure the customer receives the best possible experience with the company.• Due to high performance, accuracy, and reliability was promoted from Basic Crew, to Uploads Crew, and then to High Color Photo Crew.

• Interacted with customers over the phone by either taking inbound calls or making outbound calls.• Used sales techniques to help convert potential customers into placing an order.• Received problem resolution training to help with customers who had issues with their orders.• Creatively solved problems with orders ranging from shipping issues to misprints on orders.• Spent 75% of time communicating with customers, 80% of that by phone and 20% by email.

• Supervise cart attendants providing work delegation and prioritization.• Train new cart attendants on work duties and responsibilities. • Responsible for cash while closing out register at days end. • Customer relations on a daily basis. Ensured that the clients had a pleasant and enjoyable experience while at the facility. I provided problem resolution, course information, and answered their questions.

• Helped create and manage email marketing campaign for websites.• Wrote and edited newsletter using Constant Contact to flag football leagues.• Expanded prospect lists along with managing calls/emails for websites.• Made cold calls to local high schools and businesses to recruit for a fundraising event.• Organized two sports camp curriculums for kids.• Promoted sports camps through press releases sent to local newspapers.• Entered sales figures into Sales Force to ease workload for peers.• Extensive use of Microsoft Office.

• Trained volunteer staff on rules and regulations for use during games.• Participated in set up and take down of game day equipment.• Communicated with customers on a regular basis. Including answering questions, performing ushering duty, resolving conflicts, expressing thanks on behalf of the staff.• Performed ticket taking duties including confiscating bags, checking IDs, and managing lines that formed.