Laura Marcano Email and Phone Number

• Lead team of Quality Assurance Specialists- earned highest employee engagement survey results of any manager in the Customer Service Department • Built, Maintain and Present Quality Performance Metrics that have been utilized to influence various changes to workflows, procedures, and associate compensation. • Analyze performance metrics to identify trends and make recommendations on pertinent training. • Designed and implement Quality Assurance Guidelines and scorecard to meet the needs of the business, customer experience and ensure consistency of customer interactions• Launched outsource team- Trained 120 associates. Manage Outsourced Quality Assurance Team• Increased outsourced associate performance by 15% in 3 months, closing the performance gap with our domestic team to 1%• Assisted in launching “The Quidsi VOICE”, which exposed the organization to issues that impacted the business and the customer experience. • Launched “Walk the Store” which led the organization to identify 1000 issues on our websites and instilled the habit of identifying errors on the website that impacted the business and customer experience. Between 11/16 and 3/17 achieved participation rate of 50% across the organization.

• Monitored the Quality and consistency of customer interactions• Monitored and scored 600+interactions handled by domestic and outsourced partners• Calibrated regularly with domestic and outsourced partners and supported staff to ensure consistency in Quality • Met with Domestic supervisors monthly to discuss team performance, share best practices and identified opportunities for coaching and improvement• Partnered with domestic and vendor Training, Quality Assurance and support staff to aid in development of documentation and implementation of training/coaching sessions

• Handled high influx of incoming calls and emails in addition to Spanish interactions.• Resolved any questions or concerns that customers may have in a proactive, professional and sympathetic manner.• Processed orders and returns.• Interacted with current and new customers ensuring retention and up-selling.• Certified WoW Expert- Assisted in training new customer care representatives, serving as a mentor as representatives transition from training to the customer care floor

• Met monthly sales quota• Responded to incoming inquiries via telephone and email in a professional manner, ultimately closing the sale.• Maintained and improved relationships with base clients, called on customer satisfaction, resolved sales issues, as well as generated new business • Occupied Suites in NY and Florida properties.• Assisted Sales and Marketing Director with campaigns

• Responsible for meeting monthly sales quota• Made at least 20 cold calls per day and set at least three events per day.• Assisted Senior Marketing Manager with marketing campaigns, public relation work, etc.• Assembled sales literature and fulfilled requests• Developed and maintained firm wide sales and attended sales meetings