Lorraine Grace Tinney Email & Phone Number

Tasked with maintaining a culture of accountability and operational excellence for our customers and merchants. Also helps develop new ways our CX department can support Italic business goals. Thesenew strategies include: cultivating new revenue opportunities, improving profitability, building outcustomer analytics, and other innovations in customer engagement.- Build diverse, high performing teams; oversee the hiring process for CX- Responsible for quality assurance, training, and ongoing development for the CX Team- Collaborate with other teams within Italic to drive better customer outcomes- Develop innovative strategies to better support our customers and merchants - whetherthrough new platforms, channels, or communication styles- Conduct regular 1:1 feedback sessions with CX leads- Personnel management; retain top performers and manage out underperformers- Oversee workforce scheduling to ensure we exceed service level goals- Communicate with BPO vendors, merchants, and distribution partners as needed- Represent the voice of the customer and energize our organization to support them- Develop and implement the short and long-term strategies to improve CX’s internaloperations, productivity, and performance

- Develop and mentor 3-5 customer experience team leads and nurture an environment where they can excel through encouragement and empowerment- Help plan, implement and analyze new operational initiatives that positively impact the customer's experience- Develop service procedures, policies and standards to improve occupancy, reduce average handle time and improve sales/retention rates- Ensure strong team performance in order to achieve ambitious service levels:≥ 4.95 Stella Rating≥ 90% quality assurance≥ 40 tickets solved/day per representative≥ 85% team occupancy- Provide customer experience representatives with guidance in handling difficult or complex issues so they can be resolved effectively and efficiently- Oversee employee scheduling and workforce planning to ensure adequate coverage- Provide guidance on how to escalate feedback within the organization

Leads the effort in providing world-class service to accelerate the growth of our brand.- Mentor and develop 8-10 customer experience representatives and nurture an environment where they can excel through encouragement and empowerment- Help plan, implement and analyze new operational initiatives that positively impact the customer's experience- Develop and enforce service procedures, policies and standards- Ensure strong team performance in order to achieve service excellence- Provide customer experience team members guidance in handling difficult or complex issues so they can be resolved effectively and efficiently- Provide guidance on how to escalate feedback within the organization- Oversee employee scheduling and workforce planning to ensure adequate coverage- Work with fulfillment team to resolve trending issues affecting customer experience; work with development team to detect and prevent problems from recurring

Aid in improving the quality of work and communication skills of CSRs by conducting training, one-on-one coaching sessions, grading tickets for quality assurance and making action plans specific to the brand and channel. It's also a specialist's responsibility to develop programs to maintain or improve a CSR's performance and in the end, the customer's experience as a whole.

Assist customers with complaints and questions, give customers information about products, take orders, order modifications and process returns across email and chat. Also lends a hand in boosting sales by helping customers understand the product, catering to style questions and answering inquiries about their reservations.

The primary responsibility is to respond to inbound customer inquiries via email usually concerning subscription inquiries for Hallmark eCards.

Bachelor'S Degree, Industrial Engineering

Activities and Societies: Ateneo Society of Industrial Engineering MajorsIndustrial Engineering majors plan, design, manufacture.

Bachelor'S Degree, Industrial Engineering