Judy Roesch Email & Phone Number

Cincinnati, Ohio Area

• SCHOOL OUTFITTERS Director of Customer RelationsApril 2012 to present Responsible for overall quality of customer experience from the order placement to delivery, including speed, attitude, accuracy and efficiency and.
• Created process improvements and worked with IT to develop automated solutions to keep staffing neutral during substantial sales growth.
• Supported the launch of 3 warehouses that service supply chain initiatives as well as Amazon, Wayfair and Walmart
• Reduced AOC (after order cost) by nearly 5%
• Improved issue resolution time by more than 50% in a 3-year period
• Highest overall department score in the company on Top Work Places for 8 consecutive yearsSCHOOL OUTFITTERS Customer Service Manager 05/08 to 04/12Responsible for day to day operations including scheduling, reporting.

Cincinnati, Ohio Area

Directed day-to-day operations of customer service training at four sites including 14 direct reports. Responsibilities consistently varied outside the job description as a result of experience and expertise in multiple aspects of business operations.Consolidated training department and curriculum as a result of mergerOversaw new curriculum development.

Managed day-to-day operations of customer service quality at four sites, including monitoring, scoring, feedback and reporting. Responsible for 23 direct reports Led $2,500,000 NICE Perform recording technology installation at four sites.Responsibilities consistently varied outside the job description as a result of experience and expertise in multiple.

Responsible for day-to-day call center operations including scheduling, reporting, training, troubleshooting, employee incentives and mentoring at two sites. Oversaw day-to-day operations of customer service quality and training at three sites, including monitoring, scoring, feedback and reporting as well as curriculum development, facilitation, employee.