• Direct a large, multi-location outsourced vendor network to enhance consumer experiences in a multi-channel environment.• Oversee the successful management of 15 million consumer interactions annually for diverse, multifaceted programs.• Assist in developing and implementing a customer strategy aligning with the company's mission and objectives.• Develops and manages an annual budget ranging between $8 million to $15 million.• Foster a customer-centric culture by integrating data-driven insights to improve service delivery and operational efficiencies across all channels (phone, email, chat, social media, and correspondence)• Assist in developing and implementing future contact center vision and strategy.• Utilize data to plan and manage operational technological enhancements that increase consumer self-help options and optimize call center agent interfaces, resulting in improved customer service.• Analyze existing website functionalities to identify issues and obstacles, ensuring a seamless digital customer experience.• Develop and implement strategic initiatives to digitally connect with consumers, collaborating with cross-functional product owners, teams, and vendors to resolve issues and enhance digital properties.• Prepare monthly and quarterly KPI reports. • Provide efficient analytics and reporting to promote a data-driven approach to encourage process change and change management.• Report directly to the Senior Vice President of Operations & Marketing.

• Optimized day-to-day call center performance, efficiently processing 12.5 million annual customer communications while ensuring service level agreements were achieved and exceeded.• Collaborated with the call center management team on hiring, staffing, and scheduling decisions to ensure optimal operational efficiency.• Developed and maintained customer communications across multiple channels, including phone, correspondence, email, social media, and FAQ knowledge-based articles.• Acted as a liaison between internal business owners, providing feedback on programs and trends to enhance the customer experience.• Served as the primary contact for managing PCH’s third-party customer service vendor, ensuring alignment with organizational goals.• Led the restructuring of the online FAQ page, resulting in optimized self-service capabilities and a more user-friendly experience.• Designed, implemented, and managed customer satisfaction surveys via email to improve feedback collection and drive enhancements.• Analyzed data to enhance agent training and development, fostering a culture of continuous improvement.• Reported to the Senior Vice President & Chief Financial Officer.

• Managed outsourced call center vendors, optimizing performance and efficiency.• Reduced new hire training time by two weeks through the implementation of a call segmentation strategy for incoming call volume, leading to lower attrition rates and more confident agents.• Developed customer service policies and FAQs tailored to the latest eCommerce business model.• Enhanced efficiencies and productivity within the call center by implementing a new scanning process for incoming mail contacts.• Acted as a “power user” for an emerging web-based billing system, contributing to its successful rollout.• Aided in the documentation and development of policy and procedure manuals, ensuring clarity and consistency in training.• Collaborated on customer service-related system program requirements to enhance overall service delivery.• Reported to the Assistant Vice President of Customer Service & Credit and Collections.

Managed the processing of 4.5 million customer contacts via telephone, correspondence, and email to ensure they meet quality and productivity standards outlined in PCH contracts. Developed and updated quality assurance program to reflect current business environment. Developed and enforced all controls and procedures used at service bureaus.

Managed the processing of 4.5 million customer contacts via telephone, correspondence, and email to ensure they meet quality and productivity standards outlined in PCH contracts. Developed and updated quality assurance program to reflect current business environment. Developed and enforced all controls and procedures used at service bureaus.

Supervised the processing of 4.5 million customer inquiries received via mail, telephone, and internet to ensure consistent quality, accuracy, maximum productivity and efficiency. Disseminated updates and maintained records, controls and documentation to support the successful operation of service bureaus. Reviewed work handled by service bureau personnel to ensure consistent quality, accuracy, maximum productivity and efficiency. Handled complex customer contacts.

Provided training for all aspects of customer service for in-house and outside service bureaus. Quality reviewed customer contacts handled by service bureaus and in-house customer service agents via telephone, correspondence or email to ensure established standards were being met. Analyzed incoming workflow for trends and issues. Supported service bureaus and in-house customer service agents with handling of exception contacts. Developed, maintained, updated and documented all policies and procedures.

Provided exceptional customer service through phone and correspondence. Resolved complex issues efficiently to fulfill customer needs. Handled regulatory communications, working directly with Consumer Affairs.

Handled customer complaints by providing appropriate solutions and follow-up resolution through phone and correspondence. Resolved complex issues efficiently to fulfill customer needs.

I decided to start an online business working for Younique Cosmetics for a couple of reasons, I was looking to challenge myself, I loved the products and I love the mission of the company! Younique's mission is to uplift, empower, validate, and ultimately build self-esteem in women around the world! For anyone that loves makeup and skincare, this is a FANTASTIC way to work from home, earn an extra income or simply buy your makeup at a discount! Embrace your beauty with Younique. Interested in learning more about joining my team? Message me