Francis Baker Email & Phone Number

Atlanta, Ga, Us

San Francisco, Ca, Us

Develop and optimize clear and scalable support processes that drive consistency and quality across all interactionsCoach new process owners to intake, scope, prioritize, develop and execute process management requests by guiding individual and programmatic efficienciesCollaborate on standard and best practices for auditing customer interactions to inform process creation and documentationAdvocate for standardization, automation, simplification, bias for action, scalability, and the customer experience in all interactionsRepresent and advocate for process management among internal business partners

San Francisco, Ca, Us

Partnered with Continuous Improvement and Product Operations to recommend a change to the product that would eliminate customer dissatisfaction with poor replacements for high-value non-grocery itemsDeveloped a coaching module that assisted agents in processing live order contact types, which are escalations from our Marketplace Operations team, more efficiently and with a greater quality focus, thus reducing contact volumes for this ticket typeCoach a group of 8 - 10 customer-facing agents to achieve a 13 percentage point increase in CSAT, a 4 percentage point increase in quality, and a 6 percentage point increase in Adherence to assist in CSAT and Service Level OKRsFacilitated virtual team engagement and morale builders across several time zones for employees working the second shiftProvided individual coaching feedback sessions for quality and productivity resultsMonitored and mitigated real-time service levels ensuring the team meets or exceeds SLA goalsOwned overall performance and KPIs of assigned workflows and team membersDeveloped and expanded the expertise of team membersServed as a key point of contact to handle sensitive escalationsMade autonomous decisions to support brand reputation relying on the company's core valuesInteracted with other Team Leads to continually drive process innovation and operational excellence across all processes in the Support team

San Francisco, Ca, Us

Created training documents and led training for Team Leads and Social Media managers on writing an executive escalation summaryDelegated potential executive escalations increasing customer retention by 30% within a Service Recovery PilotInvestigated root causes and provided proposed resolutions to executives utilizing critical thinking skills Collaborated with internal teams to provide support to shoppers, customers, internal partners, and executive leadershipCreated a personalized service experience for users and quickly resolved customer inquiries by thinking outside of the boxDetermined the resolution of customers' service or billing complaints by authorizing activities such as exchanging merchandise, refunding money, and adjusting chargesPartnered with Trust and Safety organization to triage agent escalations Reviewed, monitored, and audited records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken

San Francisco, Ca, Us

Achieved customer satisfaction by providing positive, efficient, and personalized support resolutionsAdvocated for customers and shoppers using empathy, kindness, and critical thinkingMaximized production by identifying common trends and escalating appropriatelyAnalyzed user experiences to proactively solve for the customer

Awarded Jezbel Influencer Award at Jezebel Magazine Top 25 Influencers AwardsCollaborate with brands and local businesses to strenghthen their brand and social media presence Build and influence a network of customers using Wordpress, Instagram, Twitter, Facebook, and YoutubeCreate content for brands including professional photos, videos, and articles

New York, Ny, Us

Acknowledge customers in a friendly and helpful manner within 30 seconds of their entry into the areaHandle all returns courteously and professionallySell brand fragrances and related merchandise according to customer service techniques and professional selling skillsDetermine customer needs based on personal features and other customer preference related factorsExplain and demonstrate use of fragrances through actual applicationResponsible for achieving personal sales goalsUse clientele program to maintain customer profile and contact information to increase personal salesBe knowledgeable of and perform sales support functions related to POS proceduresAttend product training classes and seminarsEnsure proper presentation, organization, storing, and replenishment of stockParticipate in pre-selling and sales driving events to maximize salesEnsure timely processing of new receipts, damages, testers, and return to vendors (RTVs)Maintain good housekeeping standardsEnsure work area is free from hazards and work in a safe mannerAdhere to Loss Prevention control and compliance proceduresBe in compliance with all hygiene standards

Boston, Massachusetts, Us

Work with Merchandise Coordinators processing alternate sizes, damaged or defective samplesDistribute and scan merchandise from prep areas to set locationsPrep merchandise for set including steaming, unpacking, hanging, organizing racks, and scanning racks to setTrack merchandise ensuring all scheduled samples are prepped for set

Collaborated with magazines and newspapers on pulling looks for advertisementsMerchandised e-commerce and in-store inventory to engage customers and maximize profitsCompiled monthly reports using Excel and Quickbooks to keep buyers on budgetAnalyzed sales using Lightspeed to identify problems with merchandising and marketing strategiesPublicized store promotions and featured products using social media and Mailchimp for advertisementsDesigned training and marketing materials using Microsoft Office programs for reference Resolved issues by gathering information and providing well-thought out solutions to keep customersResearched and introduced fashion trends to customers by styling photoshoots for social media and e-commerceCoached and trained staff to resolve complicated transactions to reduce checkout timeManaged inventory levels using Lightspeed POS to ensure data is accurate Managed reorders and RAs from suppliers to meet customers' demand

Resolved customer needs by listening attentively and providing personalized customer serviceIncreased business by building and maintaining long-term relationships with customersIncreased sales by styling and photographing complete outfits for social media contentCreated styling ideas by analyzing blogs, magazines, and runway shows

Promoted inventory by styling and photographing complete outfits for social media contentIdentified key fashion trends by analyzing blogs, magazines, and runway showsExplored store’s yearly sales revenue by preparing finance reports using Excel

Scottsdale, Az, Us

Developed relationships with clients by uncovering customer needsMaintained book of clients and matched clients with the most effective therapist or estheticianMet conversion goals by sharing the benefits of regular massage, skincare and stretch

Columbus, Oh, Us

Influenced sales by informing customers of current sales and promotionsResolved customer needs by recommending, selecting, and locating merchandiseIncreased sales by maintaining the aesthetics of the store in accordance with Express standardsImproved customer satisfaction by ensuring products are on the floor and sized appropriately

Stimulated sales by collaborating with coworkers to create innovative store displays to entice and appeal to customersInformed customers of changes in inventory by rotating window displays and interior displaysSucceeded in adapting to language barrier by taking non-verbal cues and listening for keywords

Bachelor Of Science, Merchandising, Apparel, And Textiles

Education record