Michael C. Email & Phone Number

Austin, Texas, United States

United States

Documented conversations with customers to track requests, problems and solutions.Delivered fast, friendly and knowledgeable service for both routine and complex questions and service complaints.Assisted [600-750]+ callers per week in a fast-paced environment with little to no supervision needed. Evaluated customer account information to assess current issues and determine potential solutions.De-escalated problematic customer concerns, always maintaining a calm, friendly demeanor.Achieved high-quality marks on quality assurance evaluations through following company customer support structure and policies.Kept detailed records of customer accounts, including actions taken, issues resolved, and noted any information that may be beneifcial to our delivery drivers.

Austin, Texas, United States

Assisted in overall day-to-day commissioned sales including continuous development of effective store associates to achieve desired sales and results.Replenished merchandise, welcomed customers, responded to questions, and maintained an overall pristine presentation of the store.Performed daily opening and closing procedures, including managing housekeeping and inventory replenishment needs of store prior to leaving.

Houston, Texas

Houston, Texas Area

Overall store management, supervision, and policy implementation and enforcement Driver of sales and margin profits Store inventory managementEmployee staffing, training, and developmentFinancial managementCustomer service leadership

Stamford, Ct

Developed, implemented and managed the organization of customer service policies, standards and strategies; ensuring response to customer issues within 48-72 hours including but not limited to: refunds, order approvals, fraud, warranties and social mediaProcessed all monetary and financial adjustments for Lovesac.comRecognized and recommended solutions for better customer service practices to key business partners in the companyDeveloped and measured key performance indicators to determine and improve the effectiveness of all customer service activitiesPrepared and emailed service department order files to logistics while checking for anomalies like incorrect skus, duplicates, address issues, etcResponded to store communications (50+ locations) regarding order processes, service issues and general day to day needs Maintained open communication with retail stores, retail managers and zone leadersPrepared and occasionally oversee the preparation of reports and statistics related to the customer service function for upper management. Analyzed customer service-related information and evaluated the results to select best solutions and alternatives to customer service challengesAssisted service team address difficult or complex service issues while providing guidance on how and when to escalate complaints and disputes within the organizationMaintained calm demeanor and managed issues professionally and respectfully

Stamford, Ct

Provided daily support to customers via email, phone and online chatResolved customer service issues collaboratively and without escalation; recognizing when to partner with managementProcessed customer orders, return pick-ups, delivieries and warranties using all available systems while following company procedureUsed extensive product knowledge to accurately determine customer needs in order to develop customer relationshipsAssisted in achieving e-commerce sales growth year-over-year at the rate of 40% by sales through serviceMaintained open communication with retail locations to ensure an Omni-channel experience Responded to customer service request submissions within 48-72 hours

Greater Los Angeles Area

Created and ran a weekly scheduleManaged a team consisting of up to 8 employeesProvided day to day support to customers via phone, email, and chatInterfaced with prospective clients to build and/or maintain long term business relationshipsCommunicated with various departments throughout the vertically integrated company to ensure inventory levels were sufficientCollaborated with Marketing, Retail, and Production groups to forecast and create influential promotions for the online and retail storesInvolved in application, deployment, and roll-out in relation to our online store support systems (Filemaker/AX)Kept constant communication with CEO to suggest ways the company can improve in both sales and operations

Houston, Texas Area

Conducted cycle counts for inventoryTracked best and worst-performing associates and took steps to improve negative sales numbers and reward those with positive sales numbersInsured goals were met and exceeded through customer service, product availability and team trainingDisplayed merchandise in a manner to create customer excitement and salesMaintained constant communication with immediate supervisors and associatesFunctioned as part of a team in a high energy environment and assisted customers in the purchase and selection of merchandise