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.

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.

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.

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.

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.

- 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.

- 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.

Bachelor Of Science (Bs), Managerial Economics

General Education

High School Diploma