As a Service Experience Manager at Nordstrom Rack. I oversee the customer service operations of a top door in Los Angeles district, ensuring the highest level of customer satisfaction and loyalty. I have over 11 years of experience in this role, and over 27 years of experience in the retail industry.I lead and manage a cross-functional team of customer service professionals, using the Workday system to monitor and maintain employee information, attendance, and performance. I also coordinate with the store manager to create and implement schedules, budgets, and trainings, using the Drive Your Business program to align with the company's goals and expectations. I am responsible for conducting interviews, hiring, and retaining talent, as well as handling customer feedback, complaints, and resolutions. I am passionate about delivering exceptional customer service and creating a positive work environment for my team and our customers.