Peyton Walker Email & Phone Number

San Diego, California, United States

- Successfully developed and led out a plan to repair over 30,000 global product in customer hands.Implemented an array of new software such as Zendesk, Netsuite, Obie AI, CXOne, Observe AI, and Streem to increase agent efficiency and customer satisfaction.- Acted as the main administrator and facilitator of the Zendesk and Observe AI platforms.Created reporting dashboards to facilitate effective tracking of KPIs and key data points for customer support, retail teams, and executive leadership.Developed and executed project plans, effectively coordinating cross-functional teams and stakeholders.Launched and developed a Learning Management System (LMS), Lessonly, for the Customer Experience, Product Support, and Retail teams.Successfully launched projects aimed at improving customer satisfaction and agent efficiency.- Reduced customer support reopen rate from 24% to 16% by improving agent responses and customizing help center content.- Optimized quality assurance program to increase agent handle rate by over 10%.

Seattle, Washington, United States

Onboarded, hired, and managed a team of over 45 Customer Experience Specialists.Devised a comprehensive training plan to onboard an average of 10 new hires per week.Conducted interviews for over 300 candidates, assessing their suitability for customer support roles.Developed and maintained standard operating procedures (SOPs) and training documentation for team members.Supervised a team of 40 customer support specialists, overseeing their performance and development.Maintained positive relationships with customer base and provided direct escalation support where needed.

Seattle, Wa

Worked collaboratively with customers to solve their problems and answer any pertinent questions. Responded to over 16,000 customer emails and took over 10,000 customer calls.Direct sales and sales support to customers interested in Rad Power Bikes product.

Shoreline, Washington

As the Assistant Manager in the Produce Department of the Thriftway grocery store, I was responsible for playing a key role in the day-to-day operations to ensure the success of the department. Collaborating closely with the Produce Manager, my focus was on maintaining high standards of quality, driving sales, and fostering a positive team environment.Key Responsibilities:Team Leadership: Worked alongside the Produce Manager to lead and inspire a team of dedicated produce associates. Inventory Management: Took an active role in managing inventory levels. This includes ordering, receiving, and maintaining optimal stock levels while minimizing waste. Implement effective rotation and merchandising strategies.Quality Control: Conducted regular inspections of produce items to ensure freshness, cleanliness, and compliance with safety regulations. Upheld the highest standards of quality in all aspects of the department.Customer Engagement: Engaged with customers, offering assistance, answering inquiries, and providing recommendations. Strived to enhance the overall customer experience in the produce department.Training and Development: Contributed to the training and development of produce associates. Ensuring that the team was well-versed in product knowledge, safety protocols, and exceptional customer service.Operational Excellence: Optimized departmental processes, from receiving shipments to maintaining attractive displays. Collaborated with the management team to achieve sales targets and operational efficiency.Vendor Relations: Established and maintained positive relationships with produce suppliers and vendors. Negotiated terms, monitor delivery schedules, and address any issues to ensure a reliable and diverse product selection.

Pullman, Washington, United States

As a Rental Attendant at the Washington State University Outdoor Recreation Center, I played a vital role in providing exceptional service to students and community members seeking outdoor equipment and adventure experiences. Working in a dynamic and energetic environment, my responsibilities encompassed various aspects of rental operations, customer engagement, and equipment maintenance.Key Responsibilities:1. Equipment Rentals: Facilitated the rental process for outdoor equipment, ensuring accurate documentation, timely check-ins, and check-outs. Provided guidance on equipment usage, safety protocols, and adventure planning.2. Customer Service: Offered friendly and informative customer service, assisted patrons with inquiries, equipment selection, and trip planning. Strived to create a positive and welcoming atmosphere for all visitors to the Recreation Center.3. Inventory Management: Maintained accurate records of equipment inventory. Conducted regular equipment inspections, identified maintenance needs, and coordinated repairs or replacements as necessary.4. Adventure Program Support: Collaborated with the Adventure Program team to support outdoor trips, workshops, and events. Assisted in logistics, equipment preparation, and participant orientations.5. Safety Compliance: Enforced safety regulations and guidelines related to outdoor equipment use. Provided safety briefings to renters and ensured adherence to risk management protocols.6. Equipment Education: Educated patrons on the proper use and care of outdoor equipment. Offered demonstrations and answered questions to enhance user knowledge and experience.In this role, my commitment was to enhance the outdoor recreation experience for our University community by providing top-notch customer service, maintaining high standards in equipment quality, and supporting the overall success of the Recreation Center's rental operations.