Experience

Keller Postman LLC

• United States
• Law Practice
• 100 - 200 Employee

• Training and Quality Assurance Manager

  • Jun 2022 - Present



H&M

• Sweden
• Retail
• 700 & Above Employee

• Center Operations Manager

  • Jan 2018 - Jun 2022

  • Coordinated operations of customer service teams (over 100 employees) for U.S. and Canada • Adapted operational processes to a work from home model via cross-functional collaboration• Coached Team Leaders in analyzing KPIs to reach team performance and productivity goals• Increased team productivity 7% and reduced inefficiency by 10% from 2020 to 2021• Improved employee satisfaction 8% from 2020 to 2021• Raised US NPS from -27 to 29 and Canada NPS from 22 to 43 in 2021• Raised Canada customer satisfaction on social media from 52% to 74% in one year• Implemented workshops to drive leadership development and bring life to company culture

• Customer Service Team Lead

  • Mar 2015 - Dec 2017

  • Managed a team of 12-16 Customer Service Agents across multiple service channels• Fostered agent development through monthly team meetings and individualized progress meetings• Analyzed performance and efficiency of team members to reach SLA and KPI goals• Conducted annual and mid-year performance reviews for all team members• Interviewed, assessed, and onboarded high volumes of new Customer Service Agents

• Back Office Agent

  • Apr 2014 - Mar 2015

  • Resolved escalated situations involving customers experiencing high levels of frustration• Advised First Line Customer Service Agents regarding procedures and strategies• Increased brand loyalty by offering empathy and finding resolutions• Provided teammates with feedback regarding routines to improve the customer experience

• Customer Service Agent

  • Jun 2013 - Apr 2014

  • Handled high volumes of customer contacts in accordance with H&M's core values• Personalized each contact to provide the best customer service experience• Sold promotional items at the highest rate on the team• Assisted teammates to help them improve written communication and tone of voice



E.L. Johnson Investigations

• Chicago, IL

• Assistant to Front-End Supervisor

  • Aug 2011 - Jun 2013

  • Prepared and processed legal documents for law firms seeking quick turnarounds • Corresponded with client representatives and county officials regarding case documents • Traveled to surrounding counties and tracked cases to ensure timely processing • Prepared and processed legal documents for law firms seeking quick turnarounds • Corresponded with client representatives and county officials regarding case documents • Traveled to surrounding counties and tracked cases to ensure timely processing



The CLR Drop-In Center

• Deerfield, IL

• Staff Member

  • Oct 2009 - Aug 2011

  • Supported a diverse group of adults in a recreational community-based environment • Led individuals through self-expressive musical activities • Helped individuals make fulfilling steps in their personal and professional development • Supported a diverse group of adults in a recreational community-based environment • Led individuals through self-expressive musical activities • Helped individuals make fulfilling steps in their personal and professional development



The Josselyn Center for Mental Health

• Northfield, IL

• Counseling Intern

  • Aug 2010 - Apr 2011

  • Provided individual and family counseling for children and adolescents • Conducted comprehensive mental health assessments for new clients of all ages • Provided individual and family counseling for children and adolescents • Conducted comprehensive mental health assessments for new clients of all ages



University of Illinois Urbana-Champaign

• United States
• Higher Education
• 700 & Above Employee

• Counseling Center Paraprofessional

  • Jan 2007 - May 2009

  • Created psychoeducational workshops for the community• Mentored succeeding paraprofessionals to promote professional development

• Multiculturalism and Diversity Team Leader

  • Aug 2007 - May 2008

  • Led creation of a cultural awareness workshop for Career Center employees• Presented career-planning workshops to student groups• Advertised Career Center services at campus events• Received year-end MVP award for leadership and overall performance