Experience

FRANKiE4 Footwear

• Australia
• Retail Apparel and Fashion
• 1 - 100 Employee

• US Operations Manager

  • nov. 2021 - - heden



SODO Apparel

• United States
• Retail Apparel and Fashion

• Director Of Customer Service

  • 2015 - - heden

  - Ensured all leaders and relevant parts of the organization had a clear understanding of the company's vision and goals for customer experience excellence along with a clear understanding of their contribution.- Lead and developed a strong team through hiring, training, and supervision to cultivate a high level of job effectiveness, efficiency, and satisfaction throughout the organization.- Identified and amplified all areas of strength and importance in the customer journey across all customer touch-points. - Created best-in-class CX operations by analyzing productivity, quality, and ROI metrics to ensure efficiency.- Leveraged emerging technologies and/or platform enhancements to improve the CX tech stack, as well as, improve the customer experience.- Managed team schedules and coverages, additionally plan coverage needs in advance of peak seasons to be able to accurately staff up or down as needed.- Be the operations liaison between Tech/3PL/Logistics/Returns/E-Commerce teams.- Provided phone, chat, & ticket coverage as needed.



Kit and Ace

• Canada
• Retail Apparel and Fashion
• 1 - 100 Employee

• Senior Customer Service Manager

  • jan. 2013 - mei 2014

  -Supervising the daily operations of the customer service department-Creating a reliable customer loyalty program-Setting customer service goals for team members and helping them reach those goals-Interacting with customers and handling customer queries and complaints in a timely manner-Maintaining relationships with profitable customers-Making weekly and monthly reports and surveys-Staying current on the latest industry trends and techniques -Supervising the daily operations of the customer service department-Creating a reliable customer loyalty program-Setting customer service goals for team members and helping them reach those goals-Interacting with customers and handling customer queries and complaints in a timely manner-Maintaining relationships with profitable customers-Making weekly and monthly reports and surveys-Staying current on the latest industry trends and techniques



lululemon

• Canada
• Retail
• 700 & Above Employee

• Customer Service Manager

  • sep. 2011 - mei 2013

  - Providing superb customer service by leading and motivating the customer service team, developing loyalty programs, and creating customer satisfaction goals.- Interacting with customers and handling customer queries and complaints promptly. - Making weekly and monthly reports and surveys. - Setting a clear mission and deploying strategies focused on that mission. - Improve customer service experience, create engaged customers, and facilitate organic growth. - Providing superb customer service by leading and motivating the customer service team, developing loyalty programs, and creating customer satisfaction goals.- Interacting with customers and handling customer queries and complaints promptly. - Making weekly and monthly reports and surveys. - Setting a clear mission and deploying strategies focused on that mission. - Improve customer service experience, create engaged customers, and facilitate organic growth.