Frances M. Email & Phone Number

As a Customer Success Manager for the escalations department my team is focused on resolving complicated customer inquiries as well as surfacing roadblocks to creating story worthy customer experiences by collaborating with cross-functional teams across the organization. - Using data to determine overall contact center escalation drivers and working with customer service QA teams, learning and development teams, tech teams, and more to manage projects related to improving business outcomes.-Assessing environment to determine customer service strategy, culture, and initiative(s) needs- Providing leadership, mentoring, training, developmental goals, and performance management to Customer Service leadership- Collaborating with Human Resources to develop department wide policies and processes - Reviewing customer feedback to develop B2B and B2C program processes

United States

Developing an efficient team that can provide above and beyond service for our customers and meet the needs of the contact center.- Assisting team leads with developing leadership, coaching and feedback, time management and quality assurance skills- Collaborating with Quality Assurance and Operations teams to improve performance expectations and outputs for team members- Collaborating with Human Resources and Legal regarding employee relations and termination decisions- Collaborating with Human Resources, and Legal to develop long term coaching & development plans- Maintaining a strong understanding of company benefits and employee assistance programs

United States

Driving connections throughout the department in order to create a culture where team members can rely on one another for support as well as enjoy general shenanigans. Our purpose is to foster a strong camaraderie between employees to improve their overall happiness.- Finding, scouting, and reporting on possible event venues and other vendors- Negotiating pricing to meet budget needs as well as budget tracking- Setting up new vendors, creating Purchase Orders and submitting final payments- Working with our Legal and Finance teams to approve contracts - Providing on-site support such as set-up/tear-down, organizing entertainment, lay-out for vendors, etc- Assisted in developing new ways of engagement and team building for employees

United States

Assisting our newest CLT members with refining their technical skills to ensure that they will succeed once they reach their new team.- Assist team members in consistently meeting quality, time management and cultural expectations.- Developing quality and time management expectations as well as measuring team members success. - Providing personalized coaching to develop team members who are motivated, empowered, and are inspired to drive the Zappos vision. - Developing a three week curriculum that will help team members assimilate to the Zappos culture and understand the impact that they have on the company through their service and behaviors. - Curriculum include educational emails, powerpoint presentations, weekly reflections with the group, etc. - Building relationships with the trainees and encouraging them to develop a strong camaraderie with one another to create an environment rich in support.- Hiring Seasonal Employees as well as developing a condensed version of our training for these seasonal employees.

United States

Our Resource Desk assists with special customer situations as well as provides insight to internal team members who may need assistance. Any difficult situations can be left to these team members to solve. (Think Call Center Swat Team)- Answering phone and chat inquiries from Zappos team members as well as providing insight on difficult situations.- Disseminating important information and building relationships with teams on the floor through weekly meetings. - Reviewing accounts to ensure they met the Zappos Terms of Service as well as assisting with account closures - Handled a ticketing queue to assist representatives with non-time sensitive requests as well as followed up with customer's on their behalf for situations such as account audits, product information, etc.

United States

CLT representatives are typically a customer's first contact with Zappos and the face of the company. We deliver above and beyond service to any customer that calls in. This goes beyond meeting the customer's spoken and unspoken needs, as well as also providing out of the box solutions for any difficult situations.- Assisted our customers through answering incoming phone calls, emails, and live chats. - Above and beyond service in placing new orders, returns, exchanges, and general inquiries such as account specific information, policy information, or process information. - Share the company culture with each customer through a personal emotional connection.- Drove the company and team culture through planning and participating in events, such as potlucks, team competitions, parades and corporate challenge,

Bachelor Of Science - Bs, Kinesiology And Exercise Science, 3.66

Course work includes a heavy focus on anatomy & physiology, exercise physiology, biomechanics, strength development, and the psychology.

Associate'S Degree, Business Managment And Administration

Human Resources Managment Certification, Human Resources Management And Services

Certificate recognizing successful completion of Human Resources Management Program