Stephen Sutton Email & Phone Number

Chicago, Illinois, United States

I work in tandem with Reverb's outsourcing partners to equip our teams for success. By collaborating closely with our BPO team on strategy, I empower them to provide the best possible service to Reverb users. My role plays a central role in maintaining a mutually beneficial relationship with Reverb's BPO partners.

Chicago, Illinois, United States

• Partnered with Reverb's recruiting team to create candidate profiles for Customer Experience roles
• Wrote interview materials, including interview questions, take home work, and related rubrics
• Designed and wrote training materials using the learning platform Lessonly
• Led training sessions throughout the year, both in-person and remote
• Developed and executed training plans for BPO partners
• Monitored support quality and provided ongoing training

Chicago, IL

• Provided support to Reverb customers via email, live chat, and phone
• Maintained above-standard CSAT and tickets solved
• Partnered with leadership to assist in training new hires

Chicago, IL

• Leverage product knowledge, style expertise, and exceptional customer service to generate sales
• Submit weekly business reports to district leadership
• Lead the sales floor, monitor KPIs, and provide feedback to guides when necessary

Greater Chicago Area

• Post daily on Construction Equipment Magazine social media accounts
• Target posts effectively to increase post reach and engagement
• Utilize engagement data and adapt social media strategy accordingly

121 Greene St

• Provide the absolute best customer service in our retail stores
• Demonstrate exceptional product knowledge and be capable of giving expert style advice
• Communicate Warby Parker's values and brand philosophy to customers
• Strive continuously to think up innovative ways to reinvent retail
• Serve as an acting manager in the absence of a manager on the floor
• Manage cash transactions and closing out cash sales at the end of the day

Soho, New York

• Full-time joint Sales and Operations Advisor at Warby Parker's flagship store
• Visual merchandising lead
• Provide the absolute best customer service in our retail stores, including phone, email, and in-store interactions
• Demonstrate exceptional knowledge of all Warby Parker products, policies, and processes
• Process all operations-managed sales orders (returns, exchanges, lens replacements, etc.)
• Assist with store inventory management and processes, such as cycle counts and shipping/receiving

Soho, New York

• Sales Advisor at Warby Parker's Greene St. Flagship store
• Provide the absolute best customer service in our retail stores
• Demonstrate exceptional product knowledge and be capable of giving expert style advice
• Communicate Warby Parker's values and brand philosophy to customers
• Strive continuously to think up innovative ways to reinvent retail
• Product lead

New York, NY

• Read fiction submissions and non-fiction proposals and wrote reports
• Wrote concise and empathetic rejection letters
• Researched image permissions by contacting publishers, universities, newspapers, and archives both domestic and international
• Compiled information for book launches, including sales data, author information, and critical praise.

• Rehoused materials and checked them for damage, accuracy, and redundancies
• Entered collection data into The Archivist's Toolkit, an archival management application
• Transported materials between the archive and Elmer Bobst Library