In my primary role at ELOQUII, I maintain a customer satisfaction rating of 96% or higher on 30,000+ total customer contacts via email, live chat, and phones. I also perform back office functions (i.e. refund returns, correct address errors, review fraudulent transactions, etc.) that keep orders flowing and support a seamless customer experience. When we receive negative customer satisfaction responses, I follow up with those customers and deliver a weekly report on the results. In my path to team lead, I've trained dozens of new remote hires on the functions of systems that are needed to perform the responsibilities of the CXR role. With my ability to hone the brand voice, I also write and edit various internal communications, templates for customer-facing transactional emails, as well as a canned response library to improve team efficiency. Other support tasks have included using the Sprout platform to assist with social media community management, opening tickets to raise internal and public-facing systems errors to IT and ensure resolution follow-through, assisting production and operations teams with a project to record and audit purchase order data, and serving on a committee to identify errors on our mobile app and generate ideas to streamline the user experience.

I followed style guidelines to accurately transcribe audio/video recordings and sync the text to the file. On a scale of 1 to 5, I maintained a 4.9 or higher in accuracy, formatting, and alignment.

I began my time at JackThreads as a part-time customer service representative responding to contacts over e-mail and live chat. Just a few months later I was already regarded as a top performer and selected to train new hires. Having contributed several posts on a regular basis, I was also assigned to editing and organizing our internal information resource. The role quickly evolved into full-time, and subsequently a Lead position. Daily responsibilities included supervising operations to ensure that all contact channels were properly staffed, responding to escalated contacts, and following up with customers who had provided poor customer satisfaction reviews regarding our service. On a weekly basis, I was also responsible for performing quality assurance monitors and providing feedback to those associates. For two holiday seasons, I took on an additional role as a supervisor to our seasonal hires, providing them managerial support and offering coaching.

As a part-time key holder, I was responsible for opening/closing the store. This included counting the register drawers and taking deposits to the bank, reporting on our hourly sales, and assigning team members' daily tasks. It also included assisting customers, managing return transactions, and organizing merchandise displays.

I helped customers coordinate shirts, ties, pants, and accessories.

I contributed to over a dozen blog posts, proofread sales sheets, drafted interview questions, and composed internal communications documents.

I greeted guests, manned the register and telephone, prepared to-go orders, and occasionally helped with waiting tables and closing responsibilities.