Stacey Lewis Email and Phone Number

Promoted from Brand Liaison after year 1Managed direct consumer feedback on the razor, sun care, and personal care portfolios representing the consumer experience in market during business assessments. •Integrated efficient, cost-saving process improvements with contact center team. •Trained contact center team to communicate the voice of the brand to consumers.•Focused front line on consumer retention skills resulting in repurchase intent scores of 95% and higher. •Ensured the frontline staff was equipped with key messaging and reference materials to address emerging issues and to communicate the voice of the brand across all channels, including global contact centers.•Omni channel approach in consumer engagement – phone, email, social, chat and e-commerce. •Managed daily operations of the global consumer complaint management process including early warning detection, data analysis, calibration, KPI management and compliance adherence. •Developed a Social Media playbook for contact center team and communication with agency partners to ensure timely responses and mitigate spread of potential issues.•Implemented and executed strategy for seamless integration of brand acquisition across all contact channels; trained 20 remote representatives with 100% scores on post training testing.•Working in Astute/Wilke CRM, reduced reason codes by 45%, resulting in significant improvements in data integrity (calibration scores increased by 5%) and time savings of 25%; integration was widely accepted by cross functional teams in North America and global partners. •Managed product knowledge base and product research questions•Cost savings initiative for product disposals (razors and aerosol cans) resulting in $2000 in annual savings•Provided reporting for key stakeholders on new product launches and product development relating to consumers; developed training materials and reference guides and trained the contact center team with cross-functional partners.

Promoted from Manager after year 2Managed Frozen portfolio with a focus on continuous improvement via quality and consumer retention. •Collaborated with cross functional teams to lower consumer complaints corporate wide by 3% annually to meet corporate goals. •Led multiple recalls to minimize risk to organization.•Worked with Marketing and R&D teams on multiple brands to anticipate consumer issues with product innovation and renovation and communicated information to call center team, updating training materials and knowledge base, providing insightful reporting to cross-functional teams post product launch.•Oversaw inbound consumer insights gathered at contact center and analyzed data for reporting with cross-functional teams, including Marketing, Research and Development, Quality Assurance, Regulatory, and Sales teams to drive quality improvements within the organization.•Identified and executed opportunity for enhanced management of foreign material investigations which improved corporate compliance and realized cost savings of over $10K•Working with Finance, managed consumer fulfillment across all brands•CRM architecture and training as related to portfolio management.

Promoted from Operations Specialist after year 1•Ensured compliance of contractual KPI’s.•Managed the interface between corporate and external Contact Center to ensure adherence to Bayer policies related to FDA requirements for adverse reporting. •Developed training innovations for Contact Center. Measured agent performance pre and post.•Oversaw analysis of data between Quality Assurance (QA), Global Drug Safety, Brand Marketing.•Worked with external contact center to streamline processes and communication with representatives.

Developed and implemented outsourced “boutique” consumer relations (CR) services for a portfolio of clientele, including Calgon and Home Care Industries.

Managed all staffing, monitoring and quality assurance standards of our representatives.

Starting out as a representative on the phone handling vitamin accounts, promoted to account management to handle the day-to-day management of CPG accounts, including Atkins Nutritionals, Breyers Yogurt, ShopRite supermarkets, Playtex Products, numerous vitamin manufacturers plus online webstore orders, inventory, and shipping.

Medical Nutrition Therapy

Provided nutritional counseling in medical offices and for weight loss programs.