Supervise Consumer Affairs team, from 10–16 associates, providing customer service via phone, email, letter and social media moderation and communication. Support all Ahold USA customers in 770 stores encompassing 10 states. Manage own brands toll free hotline for quality related questions. Provide feedback, identify trends and recommend improvements to all levels of management to ensure customer satisfaction and business success. •Developed and implemented new processes for customer support for expanding store brand products, including escalation, trend identification and supplier involvement.•Successfully supported the launch of expanded Gas Loyalty Program with Shell. Hired and trained staff to handle additional volume. Developed and integrated new processes working with Shell, Marketing and IT to ensure customer support and resolution. •Partnered with Systems Analyst on technology upgrades and enhancements for customer contact system which improved operations workflow and process efficiencies resulting in an improved response time on emails. •Participated in launch of Facebook pages for all divisions. Developed expertise on moderating difficult subject matters on social platforms, e.g. labor negotiations, policy, food safety, discrimination, compliance and data safety issues.

Supported Giant’s Consumer Advisor with researching and establishing resolutions to customer correspondence on issues regarding service, merchandising, product quality, pricing marketing and advertising promotions in consultation with all levels of management. Analyzed customer feedback, identified trends and met with Executive leadership regularly to alert them of trends. Provided expertise on design and implementation of customer response system. Developed and initiated new and improved processes for handling high volume of contacts. This resulted in increased service levels while also delivering an improved method of tracking and providing customer feedback and trends to the business.

Conducted “time studies” on site and developed productivity standards. Researched historical corporate sales, payroll, gross profit, item movement and billing information for projecting future sales and labor standards. Extensive communication and involvement with store supervision and operations leadership.