Lyndsey Powers Email & Phone Number

Cleveland, Ohio

•Responsible for the management, development and implementation of the strategic vision and roadmap for a center of customer excellence. •Champions a technology forward culture and strategy in support building an efficient and engaging customer experience for customers and partners•Strives to empower team and direct reports to execute flawless and effective customer centric resolutions •Partners extensively with cross functional business units associated with technology and platform projects to build requirements and recommendations for customer focused solutions •Responsible for ensuring that operationally, the customer experience department is allocating resources in an efficient and transparent manner to support training, data needs and change management in internal and external projects.•Manages and lead a team of data/quality assurance and technical support department leaders, which includes supporting their efforts to gather data and metrics for demonstrating the impact of customer centric projects.•Works collaboratively with and manage the relationship of external technology vendors and partners to develop and present key findings and recommendations for improving productivity and reducing costs through effective new tools.

Brooklyn, Ohio

•Champions culture of customer experience, first contact resolution and engaging peers and business partners to understand customer's needs by being the voice of the customer•Ensures the Customer Support leadership team's ability to execute exceptional customer service by establishing service level goals, quality standards and performance management execution guidelines; develops critical performance metrics and effective reporting to manage staffing and budget•Ensures that accurate tracking and forecasting measures are in plan to monitor the budget to the agreed upon levels, as well as identifying any cost savings measure while maintain excellent customer service levels. •Responsible talent management, developmental growth and ensuring that all key positions are valued added, staffed appropriate and have bench strength created for ongoing department success•Participates in cross functional feedback sessions and mentor ships; creates opportunities for and encourages leadership team to engage in similar developmental actives •Ensures department morale and engagement remains high through supporting and guiding the leadership's staff commitment to recognition, rewards and team building activities •Creates the vision and provides the guidance for the customer support leadership team to execute all agent and leadership on-boarding as well as initial and ongoing training•Expected to seek out new technology, processes and training to continue to grow the customer support division through increased technology and vendor partners •Effectively manages and build relationships with external vendors that result in better productivity and cost savings•Is go-to project leader for both internal and external customer support projects through partnership with the business and technology teams to establish goals and requirements •Identifies subtle or obscure impacts of proposed changes and anticipates and communicates risk during planning for customer support projects

Cleveland, Ohio

• Functions as the primary daily “go to” operations lead for the print on demand vendor supply chain.• Ensures timely order fulfillment (to SLA) through our supply chain. This includes working and communicating with Product Management, Web-ops, CSR teams to clearly communicate bugs/down time. • Manages cross-functional communication/conference calls on a weekly, daily basis (as needed). Captures meeting notes and follow-up on actions and deliverables from the team resulting from this communicate to quickly resolve open issues. • Monitors and tracks order backlog/SLA performance with Cardstore. Is the initial escalation point to expedite customer order issues. Ensures tracking tools are in place to measure performance against goals. • Understands the production work flow and outbound work flow systems at each facility and assists in enforcing QC standards as defined. • Works collaboratively with Web-dev and ops team to understand technology requirements and improvements to support all fulfillment.• Maintains and communicates all vendor contact info as well as Cardstore contact info. Communicates escalation protocol to ensure coverage and response time during office and non-office hours.• Works closely with Customer Service to track QC issues and timely turnaround on orders that are affected, as well as ensuring proper credits for products out of SLA or defective.• Owns supply chain detailed requirements for any changes or integration that affect the sites. • Owns all details related to shipping information, costs and lead times. Anticipates any changes to pricing, service, and delivery up through the business on a timely basis. This includes communicating all shipping cut-offs to the brand and marketing teams.

Cleveland/Akron, Ohio Area

•Assists the Manager of the Everyday Card Program in the execution and implementation of Everyday Card initiatives and marketing plans •Directly responsible for developing the distribution plan for corporate initiatives based on the objectives of the program •Makes recommendations to the greeting card occasion planner while developing ways to implement them in a cost effective manner •Coordinate the operational execution of everyday card strategies to retail.•Coordinate activities between the Merchant Team/Program Fulfillment/RM/Field Sales Operations for flawless execution•Analyzes current distribution, develops recommendations to implement caption and pricing goals to existing retail accounts•Responsible for developing and implementing new caption distribution and diagramming goals to insure Merchant strategies are executed to retail accounts•Develop implementation plans for assigned initiatives; holds meetings with Key players throughout company to discuss and plan all execution of initiatives•Take corrective action to maintain retail display integrity through consultation with the field leadership as well as the merchant program owners

•Advanced numerous times to various departments and levels of diffculty within company•Direct administration of a department that contributes to the majority of the store’s $28 million dollar a year forecast•Accountable for the staffing of seven management positions and two specialist positions within the department•Directly responsible for developing and training team leadership skills, day to day responsibilities and other sales-based skills including inventory, customer relations and team building•Plans and delegates large projects and goals to hourly team members as well as executive staff, including hiring goals, leadership presentations and Fourth Quarter planning•Ensures store meets goals set for all expense budgets, including payroll control, non-essential spending, office and supply expenses and other expense accounts

Mlis, Library And Information Science

Master of Library and Information Science

B.A., English