Experience

Waiter.com

• United States
• Food and Beverage Services
• 100 - 200 Employee

• Customer Service Manager & Portland Branch Manager

  • Jan 2020 - Present

  I oversee the Waiter.com Customer Service team across all branches nationwide. I also manage the Operations for the Portland Branch.



Portland Pedal Power

• United States
• Food & Beverages
• 1 - 100 Employee

• Customer Service Manager

  • Dec 2018 - Present

  -Tripled Revenue of key accounts by implementing new services for key clients and developing standing orders. -Implemented Weekly Operations Reporting -Reduced quality control errors through reporting and ongoing training of team members -Reduced late deliveries to 1.23% through oversight of routing and route management process -Created SOP for Operating Procedures of the company -Implemented programs to improve Customer Service Rep efficiency and… Show more -Tripled Revenue of key accounts by implementing new services for key clients and developing standing orders. -Implemented Weekly Operations Reporting -Reduced quality control errors through reporting and ongoing training of team members -Reduced late deliveries to 1.23% through oversight of routing and route management process -Created SOP for Operating Procedures of the company -Implemented programs to improve Customer Service Rep efficiency and quality -Maintained Client Database to develop inside sales pipeline - Improved and maintained relations with key accounts Show less



REVANT OPTICS

• United States
• Manufacturing
• 1 - 100 Employee

• Director of Customer Experience

  • Jun 2015 - Jan 2018

  • Coordinated, organized, and launched Prescription Lens Program totaling over 30,000 products; Liaised internal and external departments to achieve on time and successful launch. • Developed and established procedures and policies governing customer correspondence and the handling of customer complaints. • Designed and implemented hiring forecast model accounting for 7+ inputs. • Created strategic and targeted hiring plans with results, maximizing coverage and minimizing… Show more • Coordinated, organized, and launched Prescription Lens Program totaling over 30,000 products; Liaised internal and external departments to achieve on time and successful launch. • Developed and established procedures and policies governing customer correspondence and the handling of customer complaints. • Designed and implemented hiring forecast model accounting for 7+ inputs. • Created strategic and targeted hiring plans with results, maximizing coverage and minimizing operating cost. • Increased productivity of department by 27% through internal process improvements, establishment of key metrics and goals, and targeted coaching. • Awarded Platinum Level of Service from Interaction Metrics for order exception email quality • Conducted interviews and performance improvement plans; provided hiring and termination recommendations to Human Resources and CEO. • Managed and executed 2 office moves, ensuring all equipment and personnel were transferred with no business impact. • Processed and shipped online/email orders for all products, kept sales statistics, supplied product information, supplied price quotations on products and shipping services. • Ensured customers are retained, satisfied, and that their needs are fulfilled. • Led and managed department of 8+ individuals through periods of growth and reduction. • Created and maintained yearly departmental operating budget. • Implemented problem resolution process to effectively reduce handle and response times to customer issues through ownership, communication and reporting.

• Customer Experience Analyst

  • Jan 2015 - Jun 2015

  • Created internal systems improvements that optimize work flow and ease of the customer experience team • Provided input on customer facing pages, information, and systems that improved the overall experience of customers from first point of contact to post sale interaction • Project management between customer experience, marketing, and creative departments. • Ran metrics on product return rates, customer experience team, and 3PL provider top ensure continual customer… Show more • Created internal systems improvements that optimize work flow and ease of the customer experience team • Provided input on customer facing pages, information, and systems that improved the overall experience of customers from first point of contact to post sale interaction • Project management between customer experience, marketing, and creative departments. • Ran metrics on product return rates, customer experience team, and 3PL provider top ensure continual customer satisfaction • Reached out to customers, community members, and competitors in order to identify pain points and improvements. Thus ensuring the company focus is always customer driven • Maintained contact with daily emails, phone calls, and chats to keep in line with customer needs and internal policies • Ran daily "Scrum" meetings that identify internal road blocks of projects. Facilitates company dialogue and improves transparency across departments. • Ran hiring projections • Interviewed potential applicants and make hiring recommendations to the CEO

• Customer Service

  • Sep 2013 - Jan 2015

  • Acted as liaison between customers and the company. • Attracted potential customers by answering product and service questions; suggesting information about other products and services. • Processed orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction. • Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem;… Show more • Acted as liaison between customers and the company. • Attracted potential customers by answering product and service questions; suggesting information about other products and services. • Processed orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction. • Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. • Assisted customers with complaints, orders, errors, account questions, billing, cancelations, and other queries. • Consistently answered the largest volume of customer inquiries while maintaining one of top customer feedback scores. • Independently ran live chat program. • Assisted 2 to 5 customer inquiries simultaneously while driving +30% conversion rates. • Take payment information and other pertinent information such as addresses and phone numbers.

• Warehouse

  • Jun 2012 - Aug 2013