Brandy Mchenry, Cx-Pro Email & Phone Number

New York, New York, United States

Part timeScreen Resumes for candidates to ensure proper position alignment.Review candidate documents to ensure compliance with Contract requirements.Assist team as necessary.Flexible and Agile mindset to adjust to constant change.

United States

United States

Vaccinate NY Project Talent Coordinator

Fort Wayne, Indiana, United States

Develop, schedule, and analyze NPS Surveys. Report findings to Customer Service management for timely resolution. Weekly reporting on data trends and changes to Marketing VP. Annual report of VOC data with strategic recommendations to VP of Marketing. Maintain 100% response rate to invitational online reviews via TrustPilot™. Limited Marketing responsibilities including schedule and deploy marketing emails with marketing partner. Selected accomplishments include:● Developed “close the loop” process and accountability reporting with Customer Service Management to address customer issues in a timely manner ● Co-wrote, and executed benchmark “Annual NPS Relation Survey” to approximately 50,000 customers who had ordered within the prior 12-month period● Spearheaded “New Customer NPS Survey” to gain deeper insight into new customer’s experience, and confirm uniformity with relational survey data

Promoted to Team Leader responsible for supervising, coaching, and developing a team of 4 CSR’s in addition to performing customer service representative duties. As Team Leader, serve as subject matter expert and day-to-day point of contact for team members regarding procedural and system questions. Monitor team scheduling and attendance. Approve/Deny invoice adjustments.

Responsibilities included, but not limited to, account integrity maintenance. Enter sales orders. Process returns. Monitor inventory levels based on customer need and sales volume. Negotiate customer discounts, draft RFQ and RFP. Collaborate with Collections to contact customers regarding past due balances. Work directly with vendors to satisfy customer needs. Coordinate with business development team to touch different levels of an organization and build customer loyalty. Build long-term relationships with customers through dedicated customer service and outbound calls. Selected accomplishments for both positions: ● Maintain and grow 200-400 personal accounts averaging 1.9mil annual sales, 2018● Lead team to consistently meet performance goals for sales, returns, account growth, productivity, and outbound call quotas● Personally exceed company standard for outbound call quotas by 10-20% regularly● Successfully build and develop numerous strong relationships with National Retail Convenience Store customers, and National Chain Brands, including Circle K, Subway, and KFC, instilling customer loyalty and growing revenue● Skillfully identify opportunities for business within dormant accounts● Coach team members and provide regular performance feedback to enhance strengths, manage weaknesses, and increase productivity

Customer Experience Certification, Customer Experience

Education record