Richard Graves Email & Phone Number

San Leandro, Ca, Us

San Francisco, Ca, Us

- Lead daily operations for the Minted Customer Service organization- Support with developing both the long and short-term strategy for the Customer Service organization- Responsible for the performance of five contact centers across the globe, relationship owner with our BPO partners, and onboarded two additional sites- Lead initiatives to improve key performance metrics for the Customer Service department (CSAT, QA, FCR, CPH, AHT) and work closely with our sites to perform at or above our goals- Standardized reporting and workflows for all sites to create a cohesive team- Work cross-functionally to partner with other departments and teams across the company to refine processes and policies to better align with current operations and to ensure scalability- Lead and execute planning for our peak holiday season- Created specialized programs and teams to more effectively support both our internal and external customers- Led the transition for the Customer Service team to a fully remote organization- Launched team-wide and department-wide engagement and recognition for Customer Service and other Customer Operations teams

Puteaux, Île-De-France, Fr

- Led all regions with highest VOC and CSAT score in 2017 and 2018.- Developed an on-boarding curriculum for new employees involving several departments across the organization.- Set the example for other regions by establishing a vision and creating the proper structure for success.- Identified key performance indicators and developed metrics and goals in correspondence with Service Level Agreements- Created a data driven organization through the development of reporting to measure productivity and workload capacity, which has been adopted by our headquarters and implemented globally.- Worked to align the North American region with both the European and Asia-Pacific regions for process and procedure.- Provided all Merchant Service Managers with personal reports and dashboards to enable them to monitor their individual performance.- Developed multi-layered approach to balance the development of relationship management and case type prioritization.- Collaborated with our headquarters to improve both internal and external communication; focusing on both proactive, targeted, and regular communications.

Brisbane, California, Us

- Played an instrumental role in redefining key performance metrics for the Customer Experience department and refining the reporting to ensure accuracy of data.- Developed several new roles and processes to better leverage resources and increase efficiencies.- Developed a tiered skilling matrix for call routing that allowed for an increase in efficiency of over 200%, resulting in a significant decrease in customer wait times.- Led the team in thorough documentation of standards and processes to create a true knowledge resource to ensure all team members are aware of all current, approved processes.- Successfully led the deployment of new specialized programs to over 400+ agents across multiple sites to improve both employee and customer experiences.- Instrumental in acquiring Work-Force Management software and worked closely with the scheduling manager to adjust scheduling for peak hours across five call centers worldwide to increase efficiency.- Worked closely with the Learning & Development team to restructure the two week on-boarding process to a longer, more thorough 10 week boarding process.- Unified the leadership team by implementing guidelines on communication and created a prescribed format for recurring team meetings.- Created an escalation path with IT and Engineering to ensure priority issues are handled efficiently and communicated properly with all stakeholders included in the communications.- Supported in launch of new call center site in Orlando, Florida.- Spearheaded a new attendance policy and worked with Human Resources and the Customer Experience Management Team to ensure compliance of the policy.

Cupertino, California, Us

Operations & Visual Manager- Developed a new strategy for monthly Visual over-nights for a more efficient completion.- Worked with operations teams to ensure that all operational functions exceeded company standards on a daily basis.- Piloted and led the roll out of the “Runner” program to more quickly deliver items from locked cases to the customer as well as expand the process to restocking of the sales floor to avoid stock outs.- Created special teams to improve both operations and visual standards throughout the building and was recognized by the corporate office for successes and used as the example of strong operational leadership among stores.- Led the inventory team to increase efficiency of receiving and maintaining inventory on and off the sales floor through better process management.- Created and promoted safety standards to ensure the safety of both employees and customers as no standards were present.- Streamlined the scheduling of over 175 employees, which successfully scaled to over 350 employees.- Direct liaison for all contracted work in the store including an eight month remodel.- Successfully led multiple product launches for ground breaking products.Family Room Services Manager- Increased results with on-time appointments by 40% in the first quarter and worked with the team to maximize efficiencies.- Aggressively revamped Studio Training curriculum and tracking to ensure that the Studio team is knowledgeable in all areas.Sales Manager- Led a winning team to become the second highest revenue store in the United States.

Midvale, Utah, Us

Operations Manager- Consistently held the highest Operational Scorecard within the Region each month- Successfully led the Fremont store to it’s first passing inventory in February 2008 with a shrink of less than 1% through developing standards and more efficient workflows- Led the adoption of various administrative and Human Resources forms I created or updated throughout the region to improve communication and tracking.Assistant Store Manager- Developed a new strategy to change out the Seasonal department during a single overnight, as opposed to several days, which was adopted and scaled throughout the region.- Focused on growing and developing the team in policy, process and product knowledge to imbue confidence when assisting customers.- Assisted in the successful opening of the Larkspur store in November of 2002 and led the opening of the San Leandro store in June of 2005.

- Restructured business hours and scheduling based upon sales and payroll goals.- Increased yearly sales and profit by over 100%.- Successfully anticipated pop culture trends that helped grow the business further.- Setup databases to improve inventory control, purchasing, and tracking of sales.- Enhanced participation in local comic book, game, and anime conventions.- Established policies and services for customers including a revision of current “saver program” and a preferred customer discount card.- Successfully increased national and international mail order.- Led the expansion of the sales floor to allow for an expansion of product which resulted in increased sales.- Improved payroll, accounting, and sales projection.

- Developed direction of customer service department by setting policy and procedure, standards, and long term goals for all employees.- Created reporting to analyze and improve performance.- Responded to customer and potential customer questions regarding product availability, order status; damaged, duplicate, and incorrectly shipped orders.- Responsible for resolving a large array of billing and shipping problems.- Maintained associate morale by creating short term goals and setting up an awards program.

Bachelor Of Science (Bs), Managerial Economics

General Education

High School Diploma