Leads customer success teams for Private Label and Co-brand Credit Card divisions, ensuring product adoption, customer retention, and contract renewal. • Drives KPI achievement and customer satisfaction metrics through consistent team coaching and health monitoring. • Achieved top contact center ranking improvement from #53/55 to #4/55 through targeted training and performance strategies. • Conducts 1:1s, huddles, and monthly team calibration sessions to sustain customer health and satisfaction.

People• Supports The QVC Difference by modeling the corporate values and operating principles to maintain a positive shadow of the leader. • Fosters Be There Now mentality with the Team, Department and Site to ensure Representatives issues are resolved in a timely manner. • Fosters a positive work climate focusing on job satisfaction and retention by supporting and utilizing communication vehicles in the department and implementing rewards and recognition programs. • Supervises a base and variable labor team of nonexempt representatives and team assistants by providing coaching, training, and motivation to achieve performance objectives and to encourage personal and professional growth. Participates in recruitment, coaches, evaluates, and recommends corrective action/termination in accordance with Human Resources policies and procedures. Business:• Implements plans to support department, site, and corporate objectives. • Develops effective working relationships across the site to share best practices and resolve business issues. • Monitor: Occupancy, Real Time Adherence and Listen to the Business • Participate and lead in site and corporate projects• Participates in charitable events to brand the contact center in the local area as a good community citizen. Customer:• Supervises representatives to ensure high quality, efficient, customer-focused service in alignment with the QVC Brand Experience and Service Excellence strategy. • Manages Representatives through Quality monitoring sessions: Listen to the business, Side by Sides, One on One check in sessions and Monthly Performance Feedback.• Supervisor escalation line

The Service Manager is primarily responsible for enabling and empowering a team of Customer Service Associates (CSAs) to deliver the best possible customer service experience in the store. This includes responsibility for customer facing activities on the sales floor (e.g., greeting customers, listening and probing to understand needs, identifying solutions), as well as non-customer facing activities. The Service Manager ensures department(s) are customer ready at all times while inspiring engaging, customer-focused behavior, mitigating and reducing customer complaints, and driving positive first impressions for customers upon entering the store. The Service Manager is responsible for coaching, mentoring, training, and continually monitoring Customer Service Associates in his/her area. The individual in this role is also responsible for leading Customer Service Associates in other departments, as needed, to meet the demands of the store. This requires broad product knowledge and the ability to engage employees and customers across departments.