As Manager of Vitamin Shoppe's Customer Care Department I responsible for Customer Relation for Vitamin Shoppe triple retail channels. This included two websites, 406 Retail stores and the monthly catalog. I was also responsible Catalog and website transactions with an in-house staff of 20 and a large outsourced Call Center.

Developed and implemented new processes to ensure quality assurance, productivity, team building and achieve specific success factors established by the company. I am a team player working closely with various departments such as Supply Chain, Store Planning, Distribution, Merchandising, Marketing and Retail Operations to ensure our customers receive the best possible service. While at The Vitamin Shoppe I established teams to support the 400 plus retail chain, as well as develop and implement… Show more Developed and implemented new processes to ensure quality assurance, productivity, team building and achieve specific success factors established by the company. I am a team player working closely with various departments such as Supply Chain, Store Planning, Distribution, Merchandising, Marketing and Retail Operations to ensure our customers receive the best possible service. While at The Vitamin Shoppe I established teams to support the 400 plus retail chain, as well as develop and implement an e-mail team to support the company's two websites, provided high level and detail analytical reporting to executive team including the CEO and President of the company, develop all training and retention materials for the call centers. Finally develop and implement a forecasting module for both the in-house call center and our out-sourced partner centers.; Responsible for managing all aspects of a high volume Internal and external call center environment for a triple channel Health and wellness supplement company. I was responsible for all department transactional processing, reporting and auditing functions, provide coaching and team building for a staff of 40 internal agents and two large out-sourced call centers, develop customer service material for new product launches, over see forecasting and staffing, provide weekly KPI reporting to the company executives. Develop productivity and quality assures measures to ensure exceptional Customer Service. Show less

was responsible for a staff of 4 supervisors each with a team lead and a staff of 20 Customer Service Consultants. Ensured the handling of call queues, created schedules, ensure service level goals, coached and mentor both supervisors and consultants to handle escalated calls, responded to customer correspondence, performed disciplinary actions and focused on team building through recognition and award programs.