Andrew Wood
Wayfair
Eugene
14
years of professional experience
Experienced customer service and operations manager with a strong background in coaching teams, training new hires, and improving issue resolution workflows. Skilled in KPI tracking, staffing coordination, and cross-functional collaboration to improve service quality and response times.
Work History
4 Walls Support Manager
2 Years 6 Months- Coached support associates on policy adherence, communication standards, and issue resolution workflows.
- Monitored queue performance and adjusted priorities to balance workload and response times.
- Trained new hires on support procedures, systems navigation, and customer service expectations.
- Supported scheduling, staffing coordination, and operational coverage for daily support activities.
- Managed daily operations to ensure smooth functioning of the support department.
Global Tier 2 Manager
6 Months- Refined processes to reduce exceptions in order management, inventory coordination, and shipment planning.
- Coordinated daily priorities using performance dashboards and operational reporting to maintain service standards.
- Partnered with merchandising, logistics, and support teams to resolve issues and unblock workflows.
Account Operations Manager
2 Years- Led account operations workflows, improving order accuracy across cross-functional service teams.
- Ensured agents quickly resolved any roadblocks to supplier fulfillment to deliver on the customer promised delivery date.
- Led successful change management initiatives in response to evolving industry demands, enabling the organization to adapt quickly while maintaining high levels of client satisfaction.
Customer Service Manager 2
1 Year 8 Months- Led customer service team performance using KPI dashboards, coaching plans, and quality standards.
- Streamlined escalation handling across phone, chat, and email channels to improve resolution consistency.
- Coordinated scheduling and staffing decisions to maintain service coverage and queue balance.
- Analyzed contact trends to refine workflows, reduce repeat issues, and improve customer experience.
Customer Service Manager
2 Years 3 Months- Led customer service teams through escalations, improving resolution consistency and service quality.
- Coached agents on order issues, returns, and delivery concerns using phone, email, and ticketing workflows.
- Trained new hires on Wayfair policies, product knowledge, and omnichannel customer support standards.
Logistics Officer
6 Years 5 Months- Provided support and sustainment to keep the battlefield in motion by monitoring and pushing all classes of supply, while assisting commanders in accounting for and maintaining Soldiers and equipment combat-ready.
- Managed supply accountability, ensuring accurate property records and issue tracking
- Coordinated transportation requests, movement plans, and delivery schedules for unit operations
- Oversaw maintenance reporting, prioritizing equipment readiness and repair actions
Education
Bachelor of Science - Kinesiology
Skills
Operational efficiency
Process improvement
Technical support
Problem-solving
Teamwork and collaboration
Accomplishments
- Implemented BPO effort within the Account Operations team which allowed us to redistribute 10 FTE to partner teams while decreasing "time to first update" and increasing all SLAs.
- Collaborated with team of 10 in the development of WD+ which allowed Wayfair to offer consolidated delivery.
Timeline
4 Walls Support Manager
Wayfair
04.2024 - 10.2026Read More
Global Tier 2 Manager
Wayfair
10.2023 - 04.2024Read More
Account Operations Manager
Wayfair
10.2021 - 10.2023Read More
Customer Service Manager 2
Wayfair
02.2020 - 10.2021Read More
Customer Service Manager
Wayfair
11.2017 - 02.2020Read More
Logistics Officer
Maine Army National Guard
10.2012 - 03.2019Read More
University of Maine
Bachelor of Science from Kinesiology
Read More