Product Owner

• Jun 2022 - Present

Quality Analyst

• Oct 2020 - Jun 2022

· Monitor and evaluate staff handling customer contacts and provide the report and summary to management. · Develop and implement contact auditing system · Publish organizational quality scores · Work with call center leadership and training department to plan, develop, implement and evaluate quality assessment needs. · Write quality assurance policies and procedures. · Review, tracks and communicate information regarding process variations and communicate to management. ·… Show more · Monitor and evaluate staff handling customer contacts and provide the report and summary to management. · Develop and implement contact auditing system · Publish organizational quality scores · Work with call center leadership and training department to plan, develop, implement and evaluate quality assessment needs. · Write quality assurance policies and procedures. · Review, tracks and communicate information regarding process variations and communicate to management. · Maintain current and accurate records of all relevant communications, audits, corrective action plans, and effectiveness monitoring. · Provide recommendations for process and workflow improvements on an ongoing basis. · Design and implement new processes · Constantly review and enhance training, script, and procedural documentation · Participate in meetings/calibration sessions to ensure communication and knowledge of operational activities and assist with initial training on process/workflow changes. · Anticipate and communicate future training needs. Work with managers and training department to plan, develop, implement and evaluate quality assessment needs. · Administer Zendesk instance. · Perform and document monthly security audits · Develop call forecasting methods and communicate monthly forecasts to call center workforce management department · Constantly monitor and evaluate trends to identify opportunities for process improvement and proactively identify issues

Project Manager

• Apr 2019 - Oct 2020

· Coordinate internal resources and third parties/vendors for the flawless execution of multiple projects · Ensure that all projects are delivered on-time and within scope · Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility · Ensure resource availability and allocation · Develop a detailed project plan to monitor and track progress · Manage changes to the scope and schedule · Report and… Show more · Coordinate internal resources and third parties/vendors for the flawless execution of multiple projects · Ensure that all projects are delivered on-time and within scope · Assist in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility · Ensure resource availability and allocation · Develop a detailed project plan to monitor and track progress · Manage changes to the scope and schedule · Report and escalate to management as needed · Manage the relationship with relevant stakeholders · Perform risk management to minimize potential risks · Establish and maintain relationships with third parties/vendors · Create and maintain comprehensive project documentation · Measure and track project performance, specifically to analyze the successful completion of short and long-term goals · Develop comprehensive project plans to be shared with stakeholders and other staff members · Use and continually develop leadership skills Perform other related duties as assigned · Develop spreadsheets, diagrams and process maps to document needs

Product Owner - CS Technology

• Jul 2015 - Dec 2018

Oversees the vision, requirements gathering, UX design, and communication between developers, users, and management at Turn5 on projects involving the technology and process stacks in and impacting the Customer Service team. This position requires in-depth knowledge of what a Customer Service team does and how they do it, as well as an ability and inclination to seek better options.

Order Management Analyst

• Jun 2013 - Jul 2015

• Understand the end-to-end order management process from a cross-functional perspective • Act as liaison with key department stakeholders affected by order management • Interface with Customer Service and any other sales related teams on e-commerce management and processes • Document and keep current all Order Management procedures • Calculate, manage, and communicate order management metrics • Maintain excellent understanding of all order management and front-end systems and… Show more • Understand the end-to-end order management process from a cross-functional perspective • Act as liaison with key department stakeholders affected by order management • Interface with Customer Service and any other sales related teams on e-commerce management and processes • Document and keep current all Order Management procedures • Calculate, manage, and communicate order management metrics • Maintain excellent understanding of all order management and front-end systems and processes • Drive continuous business process review and improvements to increase efficiencies, streamline processes and reduce cost • Assist in training of new staff in in the departments affected by order management

Senior Customer Service Representative

• Jul 2012 - Jun 2013

- serve as the "go-to" person for CSR questions regarding the order management system - assist order processing department - work with IT to develop, test, and implement changes to the order management system - oversee drop-ship orders

Customer Service Order Processing Specialist

• May 2012 - Jul 2012

Review pending orders and process accordingly. Identify potential fraudulent orders (early detection), and investigate charge-backs filed against existing orders (damage control). Create, monitor, and manage return tracking numbers for customer returns. Help customer service reps with order system functions and errors.

Customer Service Team Lead

• Apr 2011 - May 2012

Supervise a team of 6-10 representatives. Assist reps with customer questions and concerns. Handle escalated calls Monitor call quality and performance Write employee reviews Assist in new-hire training

Customer Service Representative

• Mar 2009 - Apr 2011

Provide customer service and technical support to international customer base pertaining to aftermarket Ford Mustang parts, with a focus on educating the customer and assisting customers in finding the best parts/etc. for their wants/needs.

Customer Service Representative

• Mar 2009 - Apr 2011

Substitute Secretary/Instrutional Aide

• Jun 2004 - Feb 2009

Office Manager; Philadelphia Group

• Dec 2007 - Dec 2008

Supervise 1-3 office assistants, handle various AP/AR/HR duties, order supplies, and oversee daily operations for 8 different branch stores in PA/NJ/DE. Supervise 1-3 office assistants, handle various AP/AR/HR duties, order supplies, and oversee daily operations for 8 different branch stores in PA/NJ/DE.