Angela Varricchio
Oakland,Florida
Summary
Proactive and achievement-oriented Director of Customer Experience bringing 18 years of customer engagement and leadership experience . Articulate communicator, natural leader and organized manager. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
15
15
years of professional experience
Work History
Director
Bed Bath & Beyone And Buybuy BABY
01.2017 - Current
- Engaged with target audiences through multiple channels driving CSAT to score 4.7/5.0 scale
- Reduced social media and Site Content response time from 72 hours to 8 hours
- Launched Wedding and Baby Virtual Consultants-Net Promoter Score- 80
- Created and led training of procedure and culture to BPO with over 700 agents
- Conducted root cause analysis using powerful insight tools like Khoros, Opinion Lab, and Bazaar Voice to deliver impactful solutions for existing issues
- Direct oversight of all specialty call center teams of 100+ members across 4 states, with 5+ direct reports including social care team, executive escalation, training, quality assurance, internal knowledge team, app, and product review teams
- Direct oversight of all key metrics including quality, SLA and csat of over 500 agents in 3 sights of a BPO partner
- Hosted and directed quarterly OKR (Objectives and Key Results) sessions for digital and marketing teams of 300 members
- Developed and implemented a comprehensive Leadership Training curriculum.
- Offered direction and gave constructive feedback to motivate team members
- Collaborated with internal stakeholders to close gaps and improve customer experience
- Verified associates and managers wowed customers through personal and attentive contact
Regional Customer Service Manager
Bed Bath & Beyond
08.2016 - 01.2017
- Increased Wedding registry average retail value by 15%
- Increased Wedding registry fulfillment by 10%
- 2 of 5 direct reports were promoted to store manager
- Increased college partnership events from 1 to 4 and college sales by 15% YoY.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Kept accurate records to document customer service actions and discussions
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
District Customer Service Manager
Bed Bath & Beyond
01.2008 - 08.2016
- Increased Wedding registry value and fulfillment by 10%
- Managed in-store registry events that increased registry creates by YOY
- Established partnerships with regional high schools to host in-store events that increased college sales by 15%.
- Collaborated with upper management to improve customer service processes and support structures company-wide
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
Education
Communications/Public Relations
La Salle University
Philadelphia, PASkills
- Customer Service Management
- Strategic Planning & Execution
- Brand Messaging
- Operational Excellence
- User Experience
- Revenue Optimization
Accomplishments
Customer Engagement & Service Leader (top recognition) Incisiv Omnichannel Customer Service Index 2023
Customer Engagement & Service Leader (top recognition) Incisiv Omnichannel Customer Service Index 2022
Best Conversational Customer Care Quiq Connect 2022
360-Degree Service Leader (top recognition) Incisiv Digital Maturity Index 2021
CEO Award for Significant contributions to the business and it's transformation 2021
Timeline
Director
Bed Bath & Beyone And Buybuy BABY
01.2017 - Current
Regional Customer Service Manager
Bed Bath & Beyond
08.2016 - 01.2017
District Customer Service Manager
Bed Bath & Beyond
01.2008 - 08.2016
Communications/Public Relations
La Salle University