DANA GOODMAN
Stafford,VA
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
4
4
years of professional experience
Work History
Business to Business Supervisor
Williams Sonoma Inc
05.2023 - Current
- The department managed sales of more than $1 Billion in 2023.
- Managed teams of 30 agents and more.
- Supported audit requests, regulatory inquiries and process enhancements, periodically reviewing team capacity and performance to inform future decision making.
- Managed a diverse team of professionals, providing mentorship, guidance, and support in achieving their individual goals.
- Delivered exceptional customer service by addressing concerns promptly and maintaining open lines of communication.
- Updated reports, managed accounts, and generated reports for company database.
- Delivered performance reviews to recommend additional training or advancements.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Collaborated with cross-functional teams on strategic initiatives contributing to the organization''s success.
- Cultivated a positive work environment, fostering strong employee morale and high retention rates.
- Monitored departmental performance metrics, using insights to drive continuous improvement efforts.
Supervisor
Williams-Sonoma Inc
07.2022 - 04.2023
- Monitored phone agent activity to ensure that agents complied with company policy for a department that received more than 7 million calls in 2023.
- Monitor department operations and ensure adherence to company policy
- Resolve customer escalations by utilizing department tools as well as networking across departments.
- Maintain training and development for assigned agents through company training materials, team meetings, and 1:1 meetings; also used training materials I developed for supplemental use.
- Developed delivery scheduling training document that has become standard operating procedure for the team as well as being used by the business team.
Retail Senior Lead
Williams-Sonoma Inc
08.2021 - 07.2022
- Networked across multiple departments to identify and resolve issues.
- Reviewed email queues to identify escalations and was implemental in assigning and re-assigning cases when required for teams of 30 agents..
- Conducted thorough root cause analysis investigations to identify areas requiring corrective action, mitigating risks associated with recurring issues.
Retail Support Team Lead
Williams-Sonoma Inc
04.2021 - 08.2021
- Maintained communication with the customer for follow-up and resolution details; provided a detailed resolution to the customer and documented the resolution in the customer’s order(s).
- Utilized department resources and business partners to ensure positive customer follow-up and resolution outcomes for each inquiry.
- Complied with company policies in formulating resolutions and customer follow- up; implemented creative resolutions outside of established guidelines but followed the system processes to achieve the desired outcome.
- Identified, researched, and resolved customer issues utilizing all systems.
Home Delivery / Universal Service Agent
Williams-Sonoma Inc
11.2020 - 04.2021
- Use internal scheduling systems to coordinate delivery and pick-up of Williams-Sonoma brand merchandise.
- Address customer questions and concerns via phone and email regarding product and delivery information, answering 75 to 100 daily calls.
Education
Some College (No Degree) - Education
Charleston Southern University
Charleston South CarolinaSome College (No Degree) - Education
Washington State University
Pullman, WASkills
- MS Office, Outlook, Excel, Powerpoint, Salesforce, Avaya
- Staff Training and Development
- Operations Management
- Training and coaching
- Administrative Support
- Problem-Solving
- Analytical Thinking
- Relationship Building
- Organizational Skills
- Office Administration
- Teamwork and Collaboration
Additional Information
- AWARDS , People First 9/ 2022, 12/ 2022, 2/ 2023, 6/ 2023, 12/ 2023, 4th Quarter 2023, 5/2024 Howard Lester nominee, 2022
Timeline
Business to Business Supervisor
Williams Sonoma Inc
05.2023 - Current
Supervisor
Williams-Sonoma Inc
07.2022 - 04.2023
Retail Senior Lead
Williams-Sonoma Inc
08.2021 - 07.2022
Retail Support Team Lead
Williams-Sonoma Inc
04.2021 - 08.2021
Home Delivery / Universal Service Agent
Williams-Sonoma Inc
11.2020 - 04.2021
Some College (No Degree) - Education
Charleston Southern University
Some College (No Degree) - Education
Washington State University
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