Assists in the development and execution of CARE Quality education through call assessments, CSP coaching sessions, the creation of self-paced CARE education modules and facilitating bi-weekly CARE calibration sessions with our vendor partners.

Supported and developed Customer Service Professionals through coaching, quality review of calls, team meetings, training, and immediate feedback. Identified areas of opportunity in customer service and addressed those areas with specific individuals, teams and the Contact Center as a whole.

Provided an enhanced level of service to our top producers as a member of the Master’s Council as well as the Special Service Unit. Was able to build strong relationships with clients, advisors and Prudential Financial Professionals by focusing on elevating their client experience and implementing case follow up.

Responsible for first contact with customers, In most cases, I resolved customer inquires in within first contact. Inquires included but are not limited to: product orders, delivery questions, product and catalog support, website support, account creation and maintenance, billing and payment support, Through customer inquires, I would also investigate and report account and catalog discrepancies. In the event that I was unable to resolve customer concerns within first contact, I would document all relevant details and coordinate with relevant departments to resolve the customer's concerns. In addition to these daily responsibilities, I would also assist in new hire training and participated in product and compliance training seminars.

Develop and maintain positive customer relationships with Corporate, Institutional, and Academic clients. Partner with schools and non-profit organizations to create and personalize in-store, fundraising, book fairs and workshops Create positive customer experiences through recruiting authors and publishers for in-store author signings Conduct workshops for store team on delivering exceptional customer service and customer service resolution Design and implement sales presentations for Institutional and Corporate customers Market e-book technology through trade shows off-site and on-site presentations Develop direct marketing (flyers, postcard, and email blasts) for store events and products Store liaison for media relations During my tenure, I met or exceeded all yearly sales goals for book fair, educator, corporate and institutional sales

Direct a staff of fifteen baristas to deliver exemplary customer service following Starbucks and Barnes & Noble standards Scheduling & Workload Planning with an emphasis on increasing sales and delivering excellent customer service Analysis of business needs including implementation of monthly product inventory and analysis of monthly profit and loss statements Hiring and development of baristas as well as Café Managers throughout the Philadelphia district Create positive customer experiences through planning and implementing catering needs for events with 500+ customers (Harry Potter, Jim Dale, Stephanie Meyer, Lauren Conrad) Supported Community Relations Program by providing food, staffing, and service for outreach programs and sales meetings

Provided customer support for tax rate and tax return software using SCP certified metrics Assisted field trainers in creating curricula for off-site training