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Work Background
Coach 4WardManaging Director
Jul. 2024North AmericaCareer development
Associate engagement coaching
Leadership development
Forhims.comCX Supervisor UK & Apostrophe
Sep. 2021Helped build CX Concierge platform for company app
Build and Train Concierge on Launch
Worked diligently with Dev Teams and various Project managers to implement changes
Worked across networks to make sure goals are set for Customer Service
Relationship Manager with BPO
Launch HQ UK Team and Develop CX experience
JCPenneyCall Center Supervisor
Nov. 2019 - Nov. 2021Columbus, Ohio AreaSupervise team of 50+ Escalation Specialists on the Corporate Escalations Team
Coach all Associates on Performance and Behavior
Team with Workflow to make sure all contact avenues are covered and worked
Maintain service levels of all contact avenues
Team with other Supervisors to attain goals
AAAERS Supervisor- Call Center
Oct. 2016 - Nov. 2019Emergency Roadside Call Center
● Supervise shifts of 30-50 call specialists and address missed opportunities
● Review, investigate, and resolve customer issues
● Continuous monitoring of Emergency Roadside call flow and dispatch process to ensure member are assisted in a timely manner
● Develop and maintain positive working relationships amongst members, contractors, fleet and AAA staff. Provide exemplary internal and external customer service
AmazonExecutive Customer Relations
Sep. 2014 - Sep. 2016Huntington, West Virginia Area• Respond to and resolve customer complaints filed with the Better Business Bureau, Attorney General Office and similar consumer protection agencies on behalf of Amazon.
• Resolve customer escalations directed to Amazon corporate executives and our leadership.
• Drive root cause analysis of top level escalations through the ACES Pipeline process.
• Respond to claims of Copyright Infringement from third parties against content made available through Amazon.
• Recognize system, quality, and process concerns contributing to poor customer experiences and communicate these as appropriate to the Amazon management team.
• Identify and drive process improvements to customer facing issues in cooperation with our development teams, business process improvement, and project management.
AmazonCustomer Service Manager
Sep. 2011 - Mar. 2012Grand Forks, North Dakota AreaSeasonal Position Managing MyHabit, Communities, Amazon.ca and Chat
AmazonCustomer Service Coaching Lead
Sep. 2009 - Oct. 2015Huntington, West Virginia Area• Various Departments: Affiliate Program, Communities, Kindle, Mayday, Fire Phone, Wireless, AmazonWireless Launch, Corporate Accounts, Amazon.CA, MyHabit, Executive Customer Relations, Customer Service Manager, Tech Support
• Lead a team of 30-60 Customer Service Representatives to make sure the quality of customer service is met
• Collaborate with escalations to make sure that customer’s orders are working or approved • Convey in a reassuring manner, instructions to resolve various issues • Work with low performing agents to improve dissatisfaction rate through various training and coaching techniques
• Act as an escalation point, resolving major customer issues that are Corporate escalated
• Excellent leadership, communication, team building, strategic planning, and problem solving skills • Review, investigate, and resolve customer issues. Provide timely solutions and information
• Lead Process Improvement projects on various occasions
• Microsoft Excel, Word, Access and PowerPoint
AmazonCustomer Service Associate
Sep. 2007 - Sep. 2009Grand Forks, North Dakota Area• Meeting production goals set by leadership. • Making sure all Customers were taken care of on every call.
• In this positions, I received Quarterly performer 5 Quarters in a row meeting all goals,
• Received various Certifications for being at the top in performance.
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