Responsible for maintaining the relationship between our Call Center and our Distribution Center as well as our Stores, keeping the customer as the focus at all times. Call Center analytics, create and publish reporting for the call center including associate level reporting; CSAT reporting for Retail, Outlet and Call Center, site, store and associate; handle escalated customer service issues; SME for new systems / technology, analytics and processes within the call center and impacting our Direct business.

Manager Support team - handle corporate customer service escalations, manager specialist teams who process credit and service referral issues, social media/facebook team, online chat and email team. Participate in RFP processes for new systems/technologies and system upgrades. Create and maintain worksheets for associate rankings, reason for service issues, chat/email and shipment statistics.

Manage several teams of Sales & Service Telephone Specialists - working directly with my team of Assistant Managers to manage the day-to-day operations, escalated customer issues and all associate issues.

Responsible for coaching and development - team of 20 Customer Service and Credit Specialists while helping to manage the day-to-day operations of the call center. Worked at Talbots since July 1992 at various levels from the phones through to managing the call center.