Experience

Sky Optical LLC

• Procurement Specialist

  • Dec 2020 - Present

• Customer Service Asssociate

  • Mar 2018 - Dec 2020



Sprii.com

• United States

• Brands & Partnerships Executive

  • Jan 2017 - Feb 2018

  Responsible in daily eCommerce account management (product management, drops/adds, and SKU enhancement activities, as well as organization inventory and partnering with vendors. Supports the product requirements and site management as it relates to the development, launch and day to day ecommerce operations. Principal Accountabilities : - Mange day to day promotions, site content updates, and merchandising as well as testing of promotions to ensure accuracy and effectiveness - Monitor industry trends and competitor websites/products - Partner with manufacturers/vendors reps to maintain inventory - Manage and review product presentation on site to ensure correct categorization, images, copy, pricing, and promotional offers are accurate and meet internal requirements. - Research product images and descriptions for eCommerce platform - Deliver reporting on performance of all channels and special inatiatives/tests. - Use Magento to create, modify and remove product information, images and pricing. - Editing of images for promotional and upload process using Adoble Photopshop. - Create coupon codes for marketing campaigns. - Review daily requests for content corrections and fix accordingly. Show less



Sutherland

• Information Services
• 1 - 100 Employee

• Senior Quality Assurance Analyst

  • Aug 2015 - Dec 2016

  Analyzes/monitor service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards set by the clients. Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager and Operations.Performs mock calls and certify new hires to determine readiness for moving into support.Develops and conducts targeted group / one on one coaching sessions with consultants to address opportunities and acknowledge the areas of excellenceProvides root cause analysis per DSAT or Low CE surveysProvides highlights and lowlights of the program to be sent to clients.Facilitates Calibration session, Audit the Auditor and Gage R&R to measure the amount of variance and test the accuracy of auditors in monitoring calls. Performing business reviews (Annually, Quarterly and Monthly) together with operations and discuss consolidated data to clients.Takes supervisor calls / escalated calls from consultants.Generates the overall CSAT and CE score of consultants. Creates quality dashboard to provide the overall quality performance of the program to clients and operations. Enrolls consultants to Monitoring Improvement Plan per defect incurred to see progress. Show less

• Customer Service Representative

  • May 2013 - Aug 2015

  diagnosing, resolving, and communicating resolutions. Provide account balance and delivery informationDo necessary biller or bank contacts to do follow ups or process the request of customers. Develops and maintains great working relationships with all site staff members and Operations Managers. Keep records of customer interactions and transactions in customer databasePerform customer verificationCommunicate and coordinate with internal departmentsMeet established department average handle time /quality service levels and other identified performance targets on a consistent basis as determined by side-by-side and remote monitoring. Show less

• Sales Representative

  • Dec 2012 - May 2013

  Answer incoming calls promptly to place orders, answer questions and assist with service issues.Create a positive and memorable experience for the customers by establishing a unique personal connection and engaging in a sincere and enthusiastic manner.Determine applicability and scope of problem resolution (recovery solution) and sends email to florists about the customers’ complaints.