Experience

Stampin' Up!

• United States
• Retail Art Supplies
• 700 & Above Employee

• Demonstrator Support Operations Manager

  • Jun 2022 - Present

  • Identify and anticipate data needs of global DS management to continually provide leadership with accurate analytics and reporting; advise in process improvement and decision-making.• Efficiently combine data sets to provide reports, visual dashboards, MPS (monthly performance summaries), and other information in a consumable manner for DS performance discussions and evaluations.• Oversee DS international infrastructure of phone, email, chat, QA, IVR, CRM, communication channels, training repositories, reports, digital signage, dashboard systems, software solutions, etc. Identify enhancement opportunities based on business needs. Act as the global point of contact for troubleshooting errors and issues that arise on DS infrastructure platforms.• Similarly maintain business/disaster recovery plan for the department as it relates to call routing and coordination with networking. • Willingly support department and company in special projects, when necessary. Show less

• Demonstrator Support Operations Analyst

  • Sep 2020 - Jun 2022

  • Identify and anticipate data needs of global DS management to continually provide leadership with accurate analytics and reporting; advise in process improvement and decision-making.• Efficiently combine data sets to provide reports, visual dashboards, monthly performance summaries, and other information in a consumable manner for performance discussions and evaluations.• Partner with IT to maintain and manage the infrastructure of phone, email, chat, QA, IVR, and dashboard systems. Identify enhancement opportunities based on business needs. Be the SME on the infrastructure platform.• Similarly maintain a business/disaster recovery plan for the department as it relates to call routing and coordination with networking.• Willingly support department and company in special projects, when necessary. Show less

• Demonstrator Support Supervisor

  • Jul 2019 - Sep 2020

  • Lead and managed a team, establishing expectations and holding the team accountable to meeting them.• Created positive experiences in every interaction that empowered and drove growth.• Met with call center agents regularly to evaluate and discuss performance based on quality and efficiency metrics and developed plans for improvement; provided coaching as needed.• Handled escalated customer service calls and resolved issues in a professional and efficient manner in accordance with demonstrator support policies.• Gave accurate and complete information to direct reports and demonstrators by maintaining a comprehensive knowledge of current company happenings.• Willingly supported department and company in special projects when necessary. Show less

• Business Development Advisor

  • Jul 2018 - Jul 2019

  • Created positive experiences in every interaction that empowered and drove growth.• Demonstrated a high level of personal accountability and integrity in providing quality coaching and promised follow-through to demonstrators.• Scheduled and held regular in-depth coaching calls with business-focused demonstrators, leading them through the process of identifying and eliminating barriers to business growth, and setting, tracking, and achieving goals.• Identified demonstrator performance and engagement issues related to the business development program and other sales division initiatives. Provide feedback and partner with other departments/teams as needed to resolve issues.• Strived to build morale and spread a positive attitude among the demonstrators by regularly and proactively praising demonstrators for their accomplishments and promoting a feeling of having a direct connection to the company.• Gave accurate and complete information to demonstrators by maintaining a comprehensive knowledge of current company happenings. Show less

• Contact Center Agent (Multi Media)

  • Mar 2017 - Jul 2018

  • Created positive experiences in every interaction that empowered and drove growth.• Demonstrated a high level of personal accountability and integrity in resolving demonstrator concerns; adhered to company and demonstrator support policies and standards.• Provided knowledgeable and timely support to demonstrator business leaders via inbound calls, emails, and chats while giving them the tools needed to succeed in managing and maximizing their business.• Gave accurate and complete information to top-performing demonstrators by maintaining a comprehensive knowledge of current company happenings.• Willingly supported department and company in special projects when necessary. Show less

• Contact Center Agent

  • Nov 2014 - Mar 2017

  • Created positive experiences in every interaction that empowered and drove growth.• Demonstrated a high level of personal accountability and integrity in resolving demonstrator concerns; adhered to company and demonstrator support policies and standards.• Provided friendly and professional customer service on inbound calls while maintaining required call center metrics for productivity, quality service, and information tracking.• Gave accurate and complete information to demonstrators by maintaining a comprehensive knowledge of current company happenings.• Willingly supported the department and company in special projects when necessary. Show less

• Order Fulfillment Pickline Worker

  • Aug 2013 - Nov 2014

  • Pulled product from pick lines ensuring correct items and quantities with at least 99.6% accuracy.• Packed products neatly in boxes ensuring products arrived to customers without damage.• Kept a steady pace, processing boxes through zones and subzones, assisting pickers in adjacent zones as available, to ensure orders shipped on time.• Possessed and demonstrated expertise in at least four additional order fulfillment job functions.• Willingly participated in additional order fulfillment job functions, rotated as demand required, and trained new temporary workers.• Performed job functions safely and showed initiative to maintain a safe and productive work environment. Show less