Christy Ocean Email & Phone Number

West Jordan, Utah

• Mitigates 60K customer service issues annually, interpreting needs to provide excellent client care; strives to meet client-specific goal metrics, surpassing approval rate goals 83% of the time• Hired and mentors ~20 staff, offering continual training on phone etiquette, operations, software systems, customer service, payment processing, collections, and more• Evaluates credit bureaus to underwrite new financing loans on proprietary credit cards while reviewing and authorizing sales on customer accounts; focuses collection efforts on delinquent accounts

• Managed retail system hardware, software, and connectivity for 83 global retail stores, coordinating with vendors to resolve issues and ensure smooth experience• Oversaw budgets to determine maintenance timeline and staff requirements, staying within budget 100% of the time • Trained and supervised business and technical team of 10 to encourage autonomy and competency

• Supervised 21 international retail managers, enforcing policy while managing $25+ million in operational goals and sales, maintaining accurate inventory and order fulfillment, and overseeing product replenishment• Coordinated international rollout of Retail Pro installation, liaising with contractors to implement new software and traveling to ~21 store sites to direct proficient implementation and operations• Oversaw customer experience to ensure client satisfaction; followed up with feedback comment cards to deal with service issues, successfully decreasing complaints and increasing customer satisfaction• Managed construction and opening or modification of 19 stores, standardizing layouts to increase efficiencies

• Mentored team of 12 call customer employees while directing daily operations including marketing, customer service, mail room coordination, and maintaining working status of credit software system• Negotiated resolution of ~45K inbound customer service calls annually, answering questions and mitigating issues to ensure satisfaction of clients and both external and internal stakeholders