Manage daily schedule and emails of CEO. Facilitate all aspects to execute public seminars, from invitations/RSVPs to venue set up, etc, with 25+ new attendees monthly. Proofread and distribute marketing material created by CEO. Work with CFO to compile deliverable material for financial planning clients.Create a warm and inviting atmosphere with all who enter the office.Create and implement processes for greater productivity in office.

As Customer Experience Manager, I embody the corporate identity (Authenticity, Integrity, and Innovation) in demeanor, values and ethics. I regularly assess how the organization's sales, marketing and service departments are working together to deliver seamless customer service. I frequently employ a variety of analysis tools such as best practice surveys to improve customer experiences. I gather customer feedback, analyze it and then design specific practices organizations can put into place so that their customers benefit while profits also improve. I was a member of the SAP Business One implementation team (went live June 2014)•Report CS metrics weekly, monthly and quarterly Look for areas we are not yet reporting on and implement additional tagging/recording needs for the CSRs. •Help CSR’s manage phone and email traffic in the Customer Service center during peak hours to keep wait time low.•Customer Support development and training programs: o Provide quarterly feedback to CSRs for service level development from reviewing email and phone tickets through various communication channels.. o CSR new hire training –“Having a heart to serve” o Plan and execute periodic CS seminar trips for rejuvenation of CS spirit and new inspiration/ideas for outstanding customer service•Creation of Customer Journey Mapping (upon implementation of BazaarVoice and TurnTo )•Manage multi-retailer, web-wide product reviews through BazaarVoice and TurnTo by responding to customer comments, questions, and concerns with the voice of EvoShield CS thereby managing brand reputation across major outlets•Run reports on total RMA replacement orders to see a break down of costs, products, etc•Create RMA turnaround service level (3 days) including process documentation and checklist for execution•Implement and document process to include hand written notes for a minimum of 80% of RMA’s. To include new SAP process for defining and measuring.

As customer service manager I empowered all CSRs to serve customers in an extraordinary manner while providing them with information and coaching that will improve their knowledge of the products and procedures at EvoShield. I embodied all the traits of the customer service representative to be a servant leader to the CS team, taking on any and all tasks of the CSR when necessary. I was also asked to develop new processes and strategies to ensure customer satisfaction, as well as being the chief reporter of metrics by which to measure success/areas that need improvement. •Provide continued feedback to CSRs for service level development from reviewing email and phone tickets •Upon new product releases: o Coordinate with Marketing/Launch team to make sure all information has been relayed to CS on date of launch, MSRP, product specs, special warranty information, etc. o Facilitate new product training with all CSRs with foreseen FAQs on sizing information, retailer availability, colors offered, etc•Through thorough training, empower CSRs to feel confident in making independent decisions on a customer-by-customer basis regarding replacing defective products, correcting shipping errors, sending complimentary products, etc.•Master customer service help desk software (Zendesk) to be able to update/add macros, reason codes, triggers, and automations when necessary.•Be the chief reporter of customer service metrics, utilizing Zendesk advanced analytics and Good Data, along with the basic Zendesk CSV export. Look for areas we are not yet reporting on and implement additional tagging/recording needs for the CSRs. Always be improving in this area. •Have detailed knowledge of inventory available for Evo.com and adjust availability on Magento accordingly. Keep up with ATP counts to put out-of-stock items back online as soon as possible.

-Go above and beyond stereotypical customer service experience to help customers and fix their problems, backing the EvoShield brand with Authenticity, Integrity, and Innovation-Implemented an inventory monitoring system to help prevent internet back-orders-Manage internet back-orders if they occur.-Collaborate with the accounting department to reconcile payments from internet or direct customers-Started a policy to send hand written note cards with all returns/exchanges/replacements for customers-Created a training manual/program and knowledge base for building a strong customer support staff-Integrated a new customer support help desk software that incorporates calls and emails to create tickets (Zendesk) to replace simple GMAIL email support.-Run reports to coordinate with Quality Control based on tagged tickets from customer problems and feedback- Coach newer customer support employees to help them grow into stronger, better equipped, more relational support staff-Learned dealer support program to be able to take dealer questions and orders when necessary.

-Learned all product SKUs and detailed information-Learned basic phone and email support for both end users and dealers-Shadowed multiple departments including Accounting, Shipping and Fulfillment, and Dealer Support to learn how everything fit together.

-Check and Report Attendance for Student Athletes

-Lesson Planning and Teaching to groups of 40-70 students-Camp Planning and Directing-Individual Mentoring-Community Service Projects Organization-Event Planning-Leading Precept Bible Studies to groups of 5-15 students

-Translating Songs from English to American Sign Language-Interpreting at Events