Community Management Analyst

• Oct 2021 - Present

Actively audit team Interactions in the Facebook Groups and internalcommunication channels while offering guidance to team members on engagement to foster the most out of the Community. Also provide direction on reputation management solutions when necessary and dispense guidance on interpersonal community conflict to ensure consistency. Along with educating team members on community guidelines and best practices

Customer Support Manager

• May 2019 - Oct 2021

Quality Assurance Specialist

• Oct 2018 - May 2019

Customer Support Representative

• Mar 2018 - Oct 2018

Quality Assurance Coach

• May 2014 - Mar 2018

- Evaluate agent quality on a daily, weekly, and monthly basis using Centricity Software- Review assigned reps’ calls, chats, emails, and grade contacts based upon the quality assurance standards and score sheet specifications- Support, maintain, and improve established quality processes through feedback and follow through- Randomly grade contacts objectively to fairly and accurately assess rep performance- Provide supplemental coaching and development support of CSR’s through behavioral based coaching and feedback in 1:1’s, team meetings, side by side observations, etc.- Review and analyze information to identify trends and proposing solutions - Co-facilitate QA and Ops Leadership weekly call calibration sessions- Work effectively independently and as part of a team- Provide support to our partners in Operations whether it be coaching, answering questions, recommending tools/resources, facilitating team calibrations, identifying and sharing individual/team trends in performance, sharing best practices, etc.- Report serious contact infractions immediately to management- Adhere and strive to meet quarterly KPI’s outlined by Customer Service Senior Leadership- Take a designated amount of contacts each month, as well as in response to business need in order to remain aligned with and role model the expected behaviors of our CSR’s

Customer Service Representative

• Feb 2013 - May 2014

- Communicated with customers by phone, email, or online chat concerning product information, order status, and general questions and concerns- Completed manual orders placed by phone, email, or online chat- Informed customers when necessary to advise shipments delay and/or information necessary to process orders- Communicated with shipping courier’s as well as internal departments concerning customer orders, such as the Distribution Centers, Operations, Category Management, Billing- Escalated calls as needed to Floor Supervisor- Adjusted orders as needed. I.e. backorders, exchanges, separate warehouse shipping, shortages, wrong item shipped, etc.- Assisted customers in adjusting shipping or outstanding customer service contact information- Offered advice on new products that fit within the customers fitness, health, or appearance goals- Obtained customer feedback and sent to appropriate individuals

Service Porter

• Jul 2006 - Feb 2013

- Achieved customer satisfaction by ensuring superior care of their vehicle - Provided onsite training of new employees - Worked directly with technicians to achieve appropriate service - Delivered additional help when necessary to other employees and departments - Achieved customer satisfaction by ensuring superior care of their vehicle - Provided onsite training of new employees - Worked directly with technicians to achieve appropriate service - Delivered additional help when necessary to other employees and departments