Experience

Revelry

• United States
• Retail Apparel and Fashion
• 1 - 100 Employee

• Director of Customer Experience

  • Aug 2021 - Present



Bright Cellars

• United States
• Wineries
• 1 - 100 Employee

• Director of Member Experience

  • Mar 2021 - Aug 2021



Kendra Scott

• United States
• Retail Luxury Goods and Jewelry
• 700 & Above Employee

• Director of Customer Service

  • Oct 2017 - May 2020

  • Built and scaled Customer Service department from the ground up including creation of all processes, identification of operational efficiencies, establishing quality standards and development of team to create an industry leading customer experience.• Achieved YOY goal of reducing Customer Service first response time by 20% in 2015-2019 through strategic scheduling, utilization of ticketing system features, and creation of Continuing Education curriculum to train team on new processes/policies/products and refresh on best practices.• Developed strategic analysis to monitor and understand customer returns and feedback, which led to wear test of sample jewelry and implementation of new production requirements to reduce quality complaints by 10%.• Served as voice of the customer in cross-functional meetings representing their perspective and influencing promotions, offers, and products. Show less

• Customer Service Manager

  • May 2015 - Oct 2017

• Customer Service Lead

  • Jan 2013 - May 2015

• Customer Service Specialist

  • Oct 2012 - Jan 2013



Summerfuel

• United States
• Higher Education
• 1 - 100 Employee

• Dean of Student Life

  • Jun 2012 - Aug 2012

  In this position, I was responsible for creating and maintaining a safe and positive community for 145 program participants, aged 14-18. I also developed and delivered program orientation materials for students and staff, and I communicated with parents and partner agents on a regular basis. In this position, I was responsible for creating and maintaining a safe and positive community for 145 program participants, aged 14-18. I also developed and delivered program orientation materials for students and staff, and I communicated with parents and partner agents on a regular basis.



Nordstrom

• United States
• Retail
• 700 & Above Employee

• Sales Associate/Watch Specialist

  • Nov 2011 - Jun 2012

  Building on my previous retail experience, I was selected to participate in the Nordstrom management training, Future Nordstrom Leaders. I was also selected to be the Watch Specialist, which meant managing the entire watch department. Building on my previous retail experience, I was selected to participate in the Nordstrom management training, Future Nordstrom Leaders. I was also selected to be the Watch Specialist, which meant managing the entire watch department.



Summerfuel

• United States
• Higher Education
• 1 - 100 Employee

• Academic Director

  • Jun 2011 - Aug 2011

  I was responsible for the operation of the academic side of the entire summer program. I supported and supervised the faculty of Oxford professors and proactively worked with the students and their parents to address any academic concerns. This included scheduling meetings and seminars, maintaining regular email and telephone communication, creating and maintaining databases and spreadsheets, and managing the budget. I was responsible for the operation of the academic side of the entire summer program. I supported and supervised the faculty of Oxford professors and proactively worked with the students and their parents to address any academic concerns. This included scheduling meetings and seminars, maintaining regular email and telephone communication, creating and maintaining databases and spreadsheets, and managing the budget.



Nordstrom

• United States
• Retail
• 700 & Above Employee

• Sales Associate

  • Aug 2010 - Jun 2011

  I furthered my communication, sales, and multi-tasking skills while providing the superior customer service for which Nordstrom is known. I also demonstrated the importance of setting personal sales goals to self-motivate, benefiting me as well as the entire store. I furthered my communication, sales, and multi-tasking skills while providing the superior customer service for which Nordstrom is known. I also demonstrated the importance of setting personal sales goals to self-motivate, benefiting me as well as the entire store.



Alliance Abroad Group

• United States
• Human Resources Services
• 1 - 100 Employee

• Teacher Exchange Program Manager

  • Apr 2009 - Aug 2009

  I was responsible for ensuring the efficient operation of a new program, the Teacher Exchange Program. I developed the essential documents (including marketing collateral and program applications) along with departmental workflows and policies and procedures. I also developed and delivered new hire training for support personnel via distance-learning resources (WebEx, GoToMeeting, and Skype) to compliment live training sessions for our overseas agents and program participants. I was responsible for ensuring the efficient operation of a new program, the Teacher Exchange Program. I developed the essential documents (including marketing collateral and program applications) along with departmental workflows and policies and procedures. I also developed and delivered new hire training for support personnel via distance-learning resources (WebEx, GoToMeeting, and Skype) to compliment live training sessions for our overseas agents and program participants.



Alliance Abroad Group

• United States
• Human Resources Services
• 1 - 100 Employee

• Client Services Account Manager

  • 2008 - 2009

  I was responsible for ensuring total customer satisfaction for my 200+ seasonal clients through maintaining regular communication, organizing and attending overseas recruiting fairs, creating and distributing email campaigns, and cross-selling other AAG programs that best met the clients' needs. I was responsible for ensuring total customer satisfaction for my 200+ seasonal clients through maintaining regular communication, organizing and attending overseas recruiting fairs, creating and distributing email campaigns, and cross-selling other AAG programs that best met the clients' needs.