Customer Service Supervisor

• Aug 2021 - Present

·Manage a remote team of assigned customer service representatives ·Create and execute training materials to be used for seasonal and tenured employees ·Recruits, interviews, and trains a seasonal staff of remote employees ·Builds and manages help centers and chatbots for 36+ different brands across the US ·Oversees and manages group sales department, in addition to the customer service team, by providing invoices, scheduling, and concierge programs across a multi-branded platform ·Handles complaints by providing appropriate solutions and alternatives within the time limits and follows up to ensure resolution ·Assist with placement of payment, refunds, exchanges, and creating voucher codes ·Manages large amounts of incoming social media inquiries, phone calls, emails, and live chats · Zendesk, Bookeo, Egnyte, Tixr, Ticket Socket, Woo Commerce, Slack, Ticketure, Paycom Show less

Brand Ambassador

• Aug 2020 - Present

Corporate Area Education Manager

• Apr 2016 - Aug 2020

• Oversee accounts throughout DE, PA, and NJ while providing coverage as needed across the USA (10.3M+) •Content development, orientation programs, client centric education •Recruiting, Interviewing, Hiring •Coordinating travel and expenses with hotel, airlines, and car rental services •Presenter, Facilitator, Public Speaker • Evaluate, coach, and develop in-store teams on daily metrics and sales in store •Onboarding new hires • Strategically plan and organize monthly trainings, events, and projects • Establish a two-way communication that creates environments that motivate greater productivity, and adapts to different behaviors of people and circumstances • Applies knowledge of industry, market, and business trends to prioritize activities and take appropriate actions Show less

Corporate Territory Manager

• Jul 2015 - Apr 2016

Oversee 19 stores throughout PA, NJ and upper state NY • Consistently in top monthly comp rank on the east coast • Maintain 2 of the 17 three bays in the US, averaging $2500-3000+ weekly in sales • Increased territory sales to 57% over plan for 2015 • Consistently having 90% and higher productivity in top 4 stores and maintained 60% and higher in all other doors Oversee 19 stores throughout PA, NJ and upper state NY • Consistently in top monthly comp rank on the east coast • Maintain 2 of the 17 three bays in the US, averaging $2500-3000+ weekly in sales • Increased territory sales to 57% over plan for 2015 • Consistently having 90% and higher productivity in top 4 stores and maintained 60% and higher in all other doors

Business Ambassador

• Jul 2010 - Mar 2012

• Build strong credibility with businesses and close tech support and product supply contracts• Send in leads to regional and district offices to make business connections

Geek Squad Operations

• Feb 2010 - Mar 2012

• Maintained records of all clients’ property in for repair• Point of contact for schedule requests and escalations• Shipping and receiving clients’ property to appropriate service location• Kept clients fully informed of any factors affecting their merchandise

Customer Service Supervisor

• Jul 2006 - Feb 2010

• Managed 20+ employees• Trained and educated employees on return policies, adding on services, enhancing client experience• Accountable for all store’s paperwork, financial transactions, and schedules• Demonstrated an ability to recognize management problems and develops solutions• Monitored sales costs and expenses

Barista

• Jul 2004 - Jul 2006

-Opening and closing the shop -Maintaining inventory -Upselling merchandise, beverages, and food -Connected to Ginny’s Cookies, Auntie Anne’s, & Kohr Brothers giving experience adapting to different atmospheres and responsibilities -Opening and closing the shop -Maintaining inventory -Upselling merchandise, beverages, and food -Connected to Ginny’s Cookies, Auntie Anne’s, & Kohr Brothers giving experience adapting to different atmospheres and responsibilities