Customer Service / Sales Manager
Northbrook, Il, Us
Dreams Retail, led by FansEdge.com is a top 200 e-retailer with a vast portfolio. They manage online stores for NFL teams, college programs, and individual professional athletes. I was in charge of the customer experience and responsible for the entire contact center operation. My main goal was to create a culture that lived and breathed exemplary service. • Recruited, trained, and managed the customer service and sales team• Created and refined several key metrics that led to improved processes/procedures• Selected an implemented key technology to support scalability and decrease operating costs• Worked with Engineering, Marketing and the Executive Team to improve the customer experience