Experience

Regal Heights Rehabilitation and Health Care Center

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Therapeutic Recreation Leader

  • Jan 2020 - Present



Revel

• United States
• Urban Transit Services
• 100 - 200 Employee

• Assistant Manager of Customer Experience

  • Jun 2019 - Dec 2019

  • Manage the daily operations of 5-15 customer support team specialists on shift, tasked to answer phone calls, reply to emails and action and respond to Problem Reports submitted from active users based on their trip experience. Reports include vehicle damages, or mechanical issues that need further investigation with Operations Team. • Onboard new customer support team members and lesson specialists. • Provide leadership, feedback, and coaching to customer support team. • Actively monitor fleet alerts, includes rental length, battery status, and location. • Developed claims reporting and tracking process involving all accidents, damages, and injuries while operating a Revel. • Investigate all vehicle collisions by obtaining recorded statements from all parties involves, and collecting all necessary documents i.e.: Police Report, relative insurance information, and photos to open a claim with the insurance carrier. • Follow through on insurance claims with all parties to completion. • Co-owned process and procedures to minimize fraudulent activity with both credit card and account holders. Show less



Bling Jewelry

• United States
• Retail Luxury Goods and Jewelry
• 1 - 100 Employee

• Customer Care Manager

  • Jul 2016 - Feb 2019

  • Managed the daily operations of the customer care department and shipping department. Including in house agents, remote and outsourced agents in the Philippines. • Managed department scheduling to meet the business needs. • Assigned and monitored work tasks for optimum team efficiency, including e-mails in Desk.com software and communicating with customers through live chat. • Oversaw the processing and printing of invoices with shipping labels of all stores and platforms through Shipworks shipping software. • Managed weekly metric reports and identify all trending product and service issues for improvement. • Trained and developed agents to meet department service standards by reviewing emails, chats and service calls. Identify areas of improvement and acknowledging successes. • Updated and maintained department policies, procedures and training manual by establishing a knowledge base for reference. • Handled all escalated customer complaints to ensure customer retention and satisfaction. • Reviewed and responded to company reviews & surveys through Bizrate, Amazon and other social media. • Maintained all relationships with drop ship vendors through online support, and order fulfillment including Amazon (US, Canada, UK, Japan, China and Mexico) Walmart, Groupon, Overstock, Jet, BlueFly and international market places, such TradeMe, AliExpress, and MercadoLibre. • Managed & maintained various vendor account performance & standings including Amazon Seller Central and eBay Top Seller status. • Supervised shipping of domestic and International orders via UPS, USPS, Fedex, DHLeComm, and Globegistics services. • Oversaw wholesale invoicing and shipping to stores with display fixtures. Show less



Barnes & Noble, Inc.

• United States
• Retail
• 700 & Above Employee

• Assistant Store Manager

  • Jul 2015 - May 2016

  •Actively manage a staff of approximately 10-20 booksellers and cashiers per shift, not including other managers. (Merchandising Managers, Leads, and Receiving Manager. •Manage and execute the daily operations of the store; execute e-Planner to standard; plan and assign work to optimize payroll budget. • Select, interview, and recommend the hiring of new booksellers & cashiers; oversee and monitor the new hire orientation and training process. • Prepared and delivered performance reviews to booksellers; coach and counsel them on performance issues. • Assist & oversee store Merchandise Managers to ensure that marketing initiatives are maintained. • Resolve customer complaints in accordance with all operational guidelines in an efficient manner. • Proactively build and maintain customer relationships. • Conduct inventory and cycle counts to calculate store shrink. • Uphold & monitor Barnes & Noble Loss Prevention strategies. • Create schedules to ensure adequate and efficient staffing at all times. • Motivate staff and maintain a positive work environment Show less



FreshDirect

• United States
• Food and Beverage Services
• 700 & Above Employee

• Operations Center Manager & Training Specialist Lead

  • Nov 2009 - Jun 2015

  • Performed Training Specialist position simultaneously with my Operation Center Manager duties.• Conducted new hire orientation and skillset training including: Safe Work Methods, GMPs, and customer engagement.• Developed curriculum for new technology implementation.• Engaged trainees with innovative training initiatives, boosted morale and inspired employees.• Produce training materials for in-house courses. Amend and revise materials as necessary, in order to adapt to changes that occur. • Organize and develop, or obtain, training procedure manuals and guides and course materials such as handouts and visual materials. Show less

• Operations Center Manager

  • Feb 2009 - Jun 2015

  • Direct supervisor of approximately 26 full time Operation Center Specialist, with 8-10 at a time that proactively monitor the customer experience through real time driver scanning behavior. • Develop training material for various projects such as New Hire Training, DSS Screens, Telematics, Risk & Safety and the Standard Operating Procedure Manual. • Responsible for interviewing and hiring new employees as well as the onboarding process of coaching, mentoring, and developing new recruits. • Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback.• Develop and own yearly holiday delivery remediation techniques. • Foster a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, supportiveness, and working effectively together to enable each employee and the department to succeed.• Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning.• Accountable for cross functional communication between senior management, business, and operational departments.• Maintain employee work schedules including assignments, job rotation, training, vacations and paid time off, cover for absenteeism, and overtime scheduling according to the business needs. Show less

• Customer Service Manager

  • Oct 2002 - Jun 2009

  • Actively managed approximately 40 full time agents, with a core team of 10 customer service agents to ensure real time and department goals are met.• Increased efficiency by playing a key role in the implementation and training of new CRM software system.• Evaluated performance honestly and directly by performing monitoring performance weekly and facilitating balanced coaching sessions. • Displayed ownership of customer escalated issues and worked toward a quick resolution.• Took proactive steps to ensure that we are making our internal and external customers feel valued.• Performed QA evaluations of Customer Service agents, Account Services, and Team Leaders• Solid knowledge of Company products and processes.• Monitored FreshDirect’s social media activity using Radian6 software. Handling real-time posts and managing customer expectations. • Co-owned Risk and Safety Process with the Plant QA Team. Managed the customer experience and the tracking and the dispositioning of the various issues. Ensured open issues were resolved according to set company policy. Scheduled weekly meetings to discuss trending issues and remedial steps. • Development of an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, and high performance.• Maintained CSI (Customer Satisfaction Index) • Liaison for our outsourced customer service department. Show less



hookt.com – Online Clothing Company

• New York

• Customer Service Manager

  • Jun 1999 - Sep 2002

  • Hired to build entire customer service department from ground up based on previous experience. • Actively managed approximately 8 customer service agents, and 2 team leads to ensure department service goals are met. • Created training / development plans for staff and service team members, providing on-going performance feedback • Established call center standards by redesigning employee performance score cards to capture essential qualities of high-level customer service • Prepared weekly reports for senior management on production metrics. Show less



dELiA*s

• United States
• Retail
• 100 - 200 Employee

• Web Customer Service Manager

  • Oct 1995 - May 1999

  • Began as a customer service representative and worked my way up to Web Customer Service Manager. • Actively managed approximately 15 customer service agents, and 1 team leads to ensure department service goals were met. • Assessed training needs, and designing and delivering training solutions that produced measurable results to the employees and organization. • Supported excellent customer service and support for high volume inbound/outbound calls and reply through e-mail • Managed and monitored online community that included chat. • Enhanced management/staff team productivity through motivational training. Show less