Experience

West End

• United States
• Wellness and Fitness Services
• 1 - 100 Employee

• Head of Customer Success

  • 2022 - Present

  · Utilized a people-first leadership style to deliver preeminent customer service and elevate the brand experience for members and associates. · Hired, trained, and supervised high-performing staff. Directed their work through task assignments, goal-setting, and performance reviews to support a member-first mindset across the business. · Identified opportunities for improvement across the member lifecycle and pioneered new ideas to solve business challenges. · Developed and implemented retention strategies for new and existing members. Show less



Target

• United States
• Retail
• 700 & Above Employee

• Customer Experience Manager

  • 2018 - 2022

  · Empowered a team of 50+ staff to provide quality customer care through daily goal-setting, training, and team building. · Analyzed customer pain points to improve service desk workflow, including prioritizing online order pickup and restructuring backroom organization. · Communicated and worked with vendors to ensure congruent, well-developed B2B (business-to-business) action plans. · Developed strategies to meet challenges of increased customer traffic, including utilizing virtual queues and mobile checkout devices. · Fostered a culture of employee satisfaction and retention by understanding team members' needs and feedback. Show less



Macy's

• United States
• Retail
• 700 & Above Employee

• Customer Success Manager

  • 2016 - 2018

  · Headed the launch of Macy's pilot Connect service through the first year of opening at the Westfield Century City location. · Achieved the highest Net Promoter Score (NPS) in the district by coaching and leading the customer success team in outstanding customer service. · Built and maintained relationships with customers to establish a strong, reliable client base and deliver industry-leading customer service at scale. · Headed the launch of Macy's pilot Connect service through the first year of opening at the Westfield Century City location. · Achieved the highest Net Promoter Score (NPS) in the district by coaching and leading the customer success team in outstanding customer service. · Built and maintained relationships with customers to establish a strong, reliable client base and deliver industry-leading customer service at scale.



Target

• United States
• Retail
• 700 & Above Employee

• Customer Service Specialist

  • 2016 - 2016

  · Acted as point of contact for all customer service inquiries. · Resolved customer concerns regarding returns and experience. · Expedited customer transactions including purchases, returns, and online order fulfillment. · Acted as point of contact for all customer service inquiries. · Resolved customer concerns regarding returns and experience. · Expedited customer transactions including purchases, returns, and online order fulfillment.