Jacob Evers Email & Phone Number

Macy'S Credit & Customer Service

- Responsible for running service execution for seven lines of business - Mitigate to service based on ASA, Volume, Staffing, and Productivity using business intelligence and operations resources - Offer overtime or voluntary time off (VTO) based on business need- Monitor staff by using Avaya CMS; making sure all off shore locations are adhering to scheduled staffing per half hour intervals- Use Aspect Work Force Management (WFM) to record associate absences. Also used to track OT/VTO hours- Use Aspect Real Time Adherence (RTA) to monitor staffing. Making sure all domestic associates adhere to scheduled break and lunches. Also used to monitor AUX/Hold times of all agents- Communicating any mitigation in Skype chat rooms to all domestic and off shore partners- Partner with our Systems Stability team regarding issues to all applications, assessing the potential impact to all lines of business- Provide updates to all levels of Senior Management

Macy'S Credit & Customer Services

- Responsible for running service execution for three lines of business - Key data into Excel in thirty minute intervals using data from Avaya CMS and Tableau to determine the current Volume, Staffing, Productivity, and Average Speed of Answer (ASA) - Mitigate to service based on ASA, Volume, Staffing, and Productivity using business intelligence and operations resources - Offer overtime or voluntary time off (VTO) based on business need- Monitor staff by using Avaya CMS; making sure domestic and off shore locations are adhering to scheduled staffing per half hour intervals- Provide updates to all levels of Senior Management- Responsible for tracking domestic attendance by entering associates who are reporting themselves absent, arriving late, or leaving early into a database

Macy'S Credit & Customer Service

- Responsible for assisting all customers who call in regarding order entry and service recovery- Placing orders and/or assisting in placing orders for customers experiencing issues with the macys.com or bloomingdales.com websites or for customers who prefer placing orders over the phone versus placing orders online- Replacing orders for customers with issues such as receiving damaged merchandise, receiving incorrect size/color, or receiving incorrect merchandise entirely- Assisting the customer with returning merchandise by directing them to the nearest Macy's/Bloomingdale's location, providing instructions on how to print a Merchandise Return Label (MRL), or by mailing the customer a MRL directly- Tracking merchandise for customers by contacting FedEx, UPS, or USPS- Use all tools available to research and resolve any issues or complaints a customer may have. - Accommodating customers that have experienced any issues by providing promotional codes on future purchases, sending gift cards/ electronic gift cards (EGC's), expediting shipping, or discounting orders