• Develop & maintain project plans, timelines, and resource allocations, ensuring efficient project execution and on-time delivery• Conduct performance evaluations, goal setting, and regular check-ins to align team members’ objectives with company goals• Collaborate closely with cross-functional teams, including Client Success and Sales, to drive project milestones and deliverables

Supporting Nordstrom.com Customer Care in a division of the Learning & Leadership eCommerce team• Facilitating trainings for classes of up to 30 participants, both in-person and virtually for work at home employees• Developing training materials for a contact center group• Maintaining a professional relationship with other departments within Nordstrom Corporate offices through written communication• Ensure accuracy in sending communication via email to over 1,000 readersHighlights: October 2015-May 2016▪Project Lead for a Case Management system for training & implementation September-November 2016▪Traveled to Las Vegas to assist with launching and onboarding Customer Care partner of about 300 employeesMarch-August 2017▪Project Lead for a privacy update to Customer Care April 2017-current▪Project Lead for revamping communication within Customer Care enterpriseFebruary 2018 - July 2019▪Project Lead for consolidating 500+ procedural reference documents in Microsoft Word & Excel into 30+ streamlined documentsJuly 2019-current▪Project Lead for hiring, training, and managing 30 Peer Coaches for Nordstrom.com Customer Care. Peer Coaches assist with New Hires during onboarding.

Assist customers outside of the United States with order inquiries • Assist Customer Service Specialists via the Help Line, ensuring correct direction/information was given to the customer • Assist escalated customers

Assist customers with inquiries about their orders and items sold on Nordstrom.com via phone, chat, and/or email • Ensure all quality expectations are met on every contact

Assisting customers positively to provide the best experience Some responsibilities include:• Opening and closing the store (was key holder for 4 different locations)• POS Register balancing• Keeping track of staffing through intake/outtake schedule