Work collaboratively with eCommerce, Sales, Marketing, Compliance and Customer Service to create, update, publish and manage the best digital content to meet and exceed requirements of pure play eCommerce and Omnichannel retailers.

Daily, weekly & monthly repeating activities include:- Overseeing incoming orders & follow through on process- Correct inventory discrepancies- Track errors made by CSRs- Monitor incoming calls taken by customer service for quality- Correct any orders that are not automatically pushed through to the warehouse- Observe call queue and assist with overflow- Conduct review and feedback sessions on a regular basis- Summarize all review and feedback sessions in monthly report- Create reports detailing monthly call volume and productivitySpecial Projects:- Initiated a program to improve efficiency of package trace reporting to customers- Reimplemented and refined incentive program to reduce error rates among customer service reps- Coach customer service reps on how to handle difficult or angry customers- Created a program of using Outlook templates and quick steps to create greater efficiency in the dept- Assisted in creating guidelines to define call quality- Created an incentive program to encourage better call quality among customer service reps- Organize birthday cards and gifts among two departments- Locate and share articles highlighting customer service, teamwork, public speaking and positivity- Introduced Instant Messaging software to improve intra and inter-departmental communications- Worked with accounting department to improve freight charge entry process- Introduced initiative to create Knowledge Base from scratch- Created rotating shared schedule for common room maintenance- Created "Wall of Praise" bulletin board to demonstrate customer satisfaction and boost morale- Created Product Expert program among the customer service representatives- Helped facilitate reception coverage backup program- Created & facilitated educational games to promote fun and learning within department- Created & introduced idea of suggesting substitutions to save cancelled orders- Involved in creating item codes for new lines of product

- Wrote, designed and executed daily reports, ad-hoc reports and stored procedures gathered from local databases in SQL, SSRS and SSIS- Wrote and executed PCM scrubs for email, direct mail, and telephone contact lists

Researching trends and innovating solutions to improve the customer experience while increasing company profitability.