Meredith Luebcke Email & Phone Number

United States

Newburyport, Ma // Lake Forest, Il

• Manage the functional support of various business units, specifically eCommerce, Supply Chain, and the Branch Network, by marrying internal warehouse data with customer feedback to provide stakeholders with timely, actionable insights and track the performance of key success indicators• Leading the Enterprise Customer Experience team’s premier implementation of a Text Analytics software, eliminating the need for manual categorization of feedback• Helped lead the implementation of Grainger’s Interaction Tracker, an enterprise-wide customer feedback program, in an effort to “win and maintain” customers across the business. • Worked with internal partners and external vendors to consolidate data from disparate sources (Grainger.com, Adobe, Salesforce, SAP, Confirmit) into a single platform in an effort to simplify data mining and reporting• Serve as a liaison between the VoC (Voice of Customer) team and internal partners, such as Product Management, to better support strategic business initiatives and spawn further research activities• Create customized, ad hoc reports and analysis of customer data to address specific line of business requests • Create tailored reports and dashboards, which drive both long and short-term site enhancements • Work with vendors and cross-functional teams to create and monitor the success of new VoC/Employee listening posts

Chicago

• Managed a database of 100,000+ customer comments and oversaw the intake of 400 pieces of feedback, daily• Established semi-automated data collection and reporting methods that preserved data accuracy and reduced collection times by >50%• Created and distributed various operational reports on a daily, weekly, monthly, and quarterly basis• Led a bi-weekly Triage meeting to communicate customer insights and pain points with project teams • Worked closely with Engineering Systems and Front End Development teams to identify and fix “bugs” using IBM's Tealeaf • Used strong communication and documentation skills to successfully lead the training of 5 new team members

Chicago, Il

• Worked with the Business Intelligence Team to analyze customer data, provide insights, and support new feature ideation• Leveraged UX experience to oversee the WalgreensHealth.com member transition• Managed the resolution and maintenance of over 25% total member issues since January 2010, resolved 100% of issues managed• Implemented a new workflow process for member issues resulting in significant reduction in time to close• Worked closely with customer service representatives and site development to implement backend fixes

• Assisted clients with property sales and development• Organized open houses, inspections, and instructed clients on best practices for selling success• Marketed properties using MLS and multimedia advertising • Built and maintained relationships with prospective and existing clients to encourage new and returning business

• Created problems, wrote solutions, and performed QA Testing for educational software material in various math subject matters from middle school through college level, including Algebra, Trigonometry, and Calculus• Effectively managed multiple tasks and projects under strict deadlines.

Bachelor Of Science, Mathematics, Economics, Gpa: 3.71

Activities and Societies: • Phi Beta Kappa • Pi Mu Epsilon (National Mathematics Honor Society) • Omicron Delta Epsilon (International.

Biostatistics

Full Scholarship Recipient to the NHLBI funded program