Theresa Larkin Email & Phone Number

As a Customer Service Supervisor III at H.B. Fuller, I lead a team of 12+ remote customer service agents and supervisors, coaching and mentoring them to exceed performance KPIs while driving continuous improvements in service delivery. I collaborate closely with cross-functional teams to ensure that customer service operations are strategically aligned with broader company goals. Some key accomplishments include:Driving Customer Satisfaction: Spearheaded a customer and sales realignment project that resulted in a 10-15% increase in customer satisfaction scores, aligning service delivery with customer expectations and organizational objectives.Process Optimization: Developed and implemented new departmental policies and procedures that enhanced operational efficiency, reduced response time, and improved service quality to meet the evolving needs of our customers.Cross-Functional Collaboration: Partnered with teams across supply chain, production, and sales to ensure customer service levels were consistently aligned with company goals and market demands, optimizing customer experience and internal workflows.Onboarding & Training: Collaborated with supervisors and trainers to develop a comprehensive onboarding program for new hires, enabling seamless integration and ensuring continued team success. Focused on fostering a culture of high performance and consistent customer support.At H.B. Fuller, I’m passionate about leading teams to not only meet but exceed expectations by continuously aligning customer service strategies with business objectives, ensuring the delivery of exceptional service while supporting long-term growth.

As Community Manager for Bartesian, I was responsible for overseeing daily customer service operations for a rapidly growing subscription business. I worked closely with leadership to scale the team, optimize workflows, and ensure we consistently delivered outstanding customer experiences. Key achievements include:Optimized Customer Support Workflows: Reduced resolution time and improved overall customer satisfaction by streamlining communication strategies and automating key workflows.Onboarding & Training: Designed and implemented efficient onboarding procedures, enabling the company to scale quickly while maintaining exceptional levels of customer care.Ticket Management: Managed an average of 80-110 support tickets per day, handling inquiries ranging from product issues to subscription management. By prioritizing and addressing each issue promptly, I ensured a high level of customer satisfaction.Data-Driven Insights: Analyzed customer feedback to identify recurring trends and areas for improvement. Used these insights to work with cross-functional teams on product improvements and customer service enhancements.During my time at Bartesian, I gained invaluable experience in supporting a fast-growing business, building scalable customer service processes, and leveraging data to continuously improve the customer experience.

In my role as Support Solutions Supervisor, I led a remote team of 15-20 experts, focused on improving customer service efficiency and meeting performance goals. Some of my responsibilities included:• Coaching & Mentorship: Provided training and support to team members to ensure that service delivery standards were met and exceeded.• Process improvement: Identified areas for improvement in support workflows and implemented changes that enhanced team productivity and customer satisfaction.• Data & KPIs: Utilized data insights to monitor team performance and refine customer service strategies for continuous improvement.

Chicago, Illinois

At CMI Foods, a growing startup, I was tasked with building and scaling the customer service function while also overseeing the commercialization process. I played a key role in shaping customer service processes, implementing systems to support growth, and fostering strong relationships with clients and vendors. Key contributions during my time at CMI Foods include:Customer Service Buildout & Process Implementation: Led the creation and execution of customer service processes and systems, including workflows for managing inquiries, order fulfillment, issue resolution, and support. Designed scalable systems that were crucial for meeting customer expectations while adapting to rapid company growth. This buildout helped ensure consistent service quality across both new and existing clients.Commercialization Process: Oversaw the end-to-end commercialization process, ensuring that newly developed products and services were seamlessly integrated into the company’s service offerings. Worked closely with cross-functional teams to ensure that customer needs were met and that the product launch processes were aligned with the company’s service delivery standards. Process Improvement: Continuously evaluated and refined internal policies and procedures to drive operational efficiency and enhance customer service performance. By implementing data-driven improvements and working closely with other departments, I successfully streamlined processes that reduced response times, improved order fulfillment, and enhanced overall customer satisfaction.Strategic Initiatives: Collaborated with leadership to align customer success strategies with broader business objectives, contributing to long-term company growth. As a startup, it was vital to design flexible, scalable processes, and I ensured that our customer service initiatives were adaptable to support evolving company goals and expanding product lines.

Bolingbrook, Illinois

At Quantum Foods, I was responsible for overseeing all aspects of customer service, onboarding, and contract management across divisions with annual sales exceeding $700 million. My role encompassed a broad scope, ranging from team leadership and process improvement to client relationship management. Key achievements during my 13 years with the company include:Team Leadership: Built and led a cross-functional team of 20+ managers, supervisors, and agents across customer service, logistics, sales support, and other departments, both onsite and remote.Onboarding & Training: Developed and implemented comprehensive onboarding and training programs for new employees, ensuring smooth transitions and high productivity levels across the team.Process Improvement: Collaborated with various departments to streamline processes, resulting in improved order fulfillment and enhanced customer satisfaction.Client Relationship Management: Managed key accounts, including Target, Costco, and Applebee’s, by maintaining regular communication, providing personalized support, and resolving issues to ensure long-term customer retention.During my tenure at Quantum Foods, I had the opportunity to scale the Customer Service and Sales Support departments from just 2 employees to a robust team of 22, supporting both remote and onsite operations. I played a key role in creating standardized processes and procedures to accommodate the company’s growth, and I also led the training and onboarding of new sales representatives. This allowed the company to adapt and thrive as we evolved into a larger, more complex organization.

Bolingbrook, Illinois

Bolingbrook, Illinois

I was recruited to The Limited Too as Co-Manager & Trainer, where I played a key role in driving store performance and developing talent. During my tenure, we consistently exceeded store sales goals and achieved significant reductions in shrink year after year, thanks to a focus on operational efficiency and team development.Key Responsibilities & Achievements:Recruiting & Training: Led the recruitment, onboarding, and training of new store employees, ensuring they were well-prepared to meet performance expectations. Developed training materials and programs that fostered a strong, knowledgeable team.Loss Prevention & Sales Strategy: Created and implemented processes to improve loss prevention and enhance sales. By identifying gaps in inventory management and store operations, we were able to reduce shrink and increase profitability year-over-year.Staff Development & Performance Management: Resolved performance and operational issues while working closely with staff to foster career development. Focused on creating a culture of growth and leadership, with several team members promoted into higher roles within the company.Store Operations Management: Managed daily store operations, including staffing, payroll, inventory control, and sales reporting. Ensured smooth execution of operational processes, while driving improvements to enhance store efficiency and customer experience.At The Limited Too, I gained valuable experience in managing store operations, training and developing teams, and implementing strategic initiatives that had a direct impact on both sales and operational performance.

Claire’s has long been the go-to destination for girls seeking fun, fashionable accessories for every occasion. I started my career at Claire’s as a Sales Associate and quickly advanced through the ranks to become a Store Manager and later, a Corporate Trainer. Throughout my time at Claire’s, I developed a broad skill set in retail management, staff development, and sales performance optimization.Key Responsibilities & Achievements:Recruitment & Training: Led the recruitment and onboarding process for both store-level teams and corporate staff, ensuring alignment with company culture and performance standards. Developed and implemented effective training programs to enhance team skills and productivity.Market & Store Turnarounds: Successfully revitalized underperforming stores by analyzing key challenges and implementing strategies to address issues in sales, inventory control, staffing, and store presentation. Conducted in-depth visits to troubled markets to coach teams and improve overall store performance.Sales & Budget Management: Consistently exceeded daily, weekly, monthly, and annual sales goals by driving initiatives that improved both in-store sales and customer experience. Managed budgets and resources to optimize store profitability while maintaining cost controls.KPI Management & Operational Excellence: Worked closely with store teams to meet and exceed KPIs, focusing on areas such as sales targets, loss prevention, staffing efficiency, and store appearance. Regularly assessed and refined store operations to ensure top-tier performance in all aspects of retail management.At Claire’s, I honed my leadership, training, and strategic thinking skills while building a strong foundation in retail operations. My passion for developing teams and driving business results played a key role in the success of the stores I managed and the broader company objectives.

Bachelor Of Business Administration - Bba

Associate Of Science - As