- Monitor customer insights and provide actionable feedback across departments to help improve products, web design, services, and overall customer experience quality.- Propose efficiency updates to current workflows and changes to CS policies andprocedures to increase CSAT and employee productivity.- Conduct weekly deep-dives into top trending requests and problems to identify areas of improvement and help reduce customer effort.- Responsible for managing all things Customer Experience for both Azazie and our sister company Blush Mark, including overseeing the Training & Enablement team and Quality Assurance team.In addition to Customer Experience management, I'm also responsible for high-level project management working closely with all department heads to ensure our top priority tasks are completed on time.

- Developed the Quality Assurance department for Azazie's Customer Support team- With regular quality evaluations and 1:1 Coaching, increased our Customer Service department's CSAT from 93% to 98%- Managed a team of 3 Quality Assurance Analysts and one Product Quality Specialist - Tracked and provided weekly and daily Stylist metrics to the Customer Service Manager- Identified trends, issues, and potential improvements for the Customer Service Department- Conducted weekly collaborative QA evaluations with Analysts to ensure the proper information was conveyed- Performed Quality Evaluations for all tickets resulting in escalation or requiring immediate disciplinary action to present to the Customer Service Manager- Provided meaningful and corrective feedback to the team as needed

- Assisted with all Customer Service hiring including conducting phone interviews, leading in-person interviews, and calling references- Managed a team of 15-20 Stylists when the Customer Service Manager was unavailable or out of the office- Managed a Quality Analyst regarding the performance of 9 Junior Stylists- Overhauled the website's Knowledge Base to reduce voicemails received during office hours by 33%.- Helped a team of at 5 senior Stylists maintain an average Quality Assurance score of 90% by conducting weekly quality evaluations and providing corrective feedback- Answered an average of 13 tickets per hour worked while also juggling 1-3 additional projects at a time.- Assessed weekly Stylist metrics and data for 15-20 Stylists through Zendesk Insights and Gooddata to assess current capabilities and identify additional training needs.

- Answered an average of 13 tickets per hour worked to provide customers with style and color recommendations, troubleshot sizing issues, and solve customer complaints- Promoted new styles on various social media outlets- Answered tickets from various channels including phone, email, and live chat- Helped train new hires and assisted with all onboarding duties

- I booked and organized at least 3 events a month across all 11 Bay Area Books Inc. locations.- I hosted fun and interactive author signings for the local Bay area communities.- I managed both the children's and teen blog page and met a marketing goal of at least 1 original post a day.- I managed the online social media and community outreach for Not Your Mother's Book Club and Books Inc. Kids.- I formed successful relationships with local schools and libraries.

- Specialized in children's literature and provided suggestions for new and classic picture books, chapter books, middle grade and young adult titles.- Coordinated in-store children's author events.- Prepared and deliver book talks at school book fairs.- Started Not Your Mother's ACTUAL Book Club, a young adult book club for teens 14+ - Started Second Saturday Story Time, a monthly story time combining the reading aloud of books to young children with crafts, activities, and sing alongs. - Organized Book Busters, a monthly middle grade book club for children 8-12.

- YA book reviewer at Literary Exploration- Provide author interviews, giveaways, upcoming releases, and book teasers- Handle social media relations - Provide honest recommendations for new and old young adult and middle grade novels- Pose important literary and social questions to readers and manage all discussion posts

- Provided appropriate recommendations based on the customer's request.- Balanced customer service and assigned projects throughout the day.- Handled frontlist rotation.- Built displays and rotate merchandise accordingly.- Maintained fast cashiering throughout the shift.

- Managed employees during their shift- Assigned tasks throughout the work day- Assisted in all custodial duties- Maintained a clean working environment- Handled all customer related situations- Opened and closed the store- Handled the cash register for both opening and closing- Promoted a high energy and fun working environment