- Committed to improving personal fitness through regular participation in on the water sweep rowing
Anne Epperson
Melbourne,FL
Summary
Dynamic Customer Experience Operations Lead at Avidyne Corporation with a proven track record in process improvement and project management. Enhanced productivity through effective team collaboration and training initiatives. Skilled in CRM and ERP, fostering a culture of open communication and engagement to drive operational success.
Overview
14
14
years of professional experience
Work History
Customer Experience Operations Lead
Avidyne Corporation
02.2018 - Current
- Led operational workflows to enhance efficiency and streamline processes across departments.
- Mentored team members on best practices for equipment handling and safety protocols.
- Developed training programs to improve staff skills and standardize operational procedures.
- Implemented process improvements that reduced turnaround time and increased productivity.
- Collaborated with cross-functional teams to optimize resource allocation and project timelines.
- Facilitated regular team meetings to communicate objectives, progress, and challenges effectively.
- Fostered a positive work environment by promoting open communication, teamwork, and employee engagement.
- Led project teams through all phases of implementation, from initial planning to final execution, ensuring successful completion within defined timelines.
Warranty Sales
Avidyne Corporation
02.2018 - Current
- Promoted warranty sales over out-of-warranty repairs
- Promoted company programs for warranty sales and seasonal promotions to boost sales.
- Utilized data analysis techniques to identify loss of revenue and recommended raising the warranty cost (new and renewal) for increased company revenue.
- Maintained detailed records of all interactions with prospects and clients using CRM software, ensuring accurate tracking of sales pipeline progressions.
- Worked closely with sales teams to develop tailored collateral that addressed customer pain points effectively.
Event Bartender; Part Time
ASM Global
06.2021 - Current
- Delivered exceptional customer service in high-pressure event environments.
- Managed bar inventory, ensuring timely restocking and minimizing waste.
- Trained new bartenders on operational procedures and cocktail preparation techniques.
- Oversaw beverage preparation to maintain quality and consistency across events.
- Maintained compliance with health and safety regulations throughout operations.
- Skillfully managed cash transactions while maintaining accurate accounting records throughout each shift.
- Effectively handled high-pressure situations during peak hours without compromising the quality of customer service or drink preparation.
Quality Assurance Specialist
Percepta
07.2015 - 02.2018
- Developed and implemented quality assurance protocols to ensure compliance with Call Center standards.
- Conducted comprehensive audits of processes, identifying areas for improvement.
- Enhanced team collaboration, leading cross-functional meetings to discuss quality assurance findings and improvements.
- Collaborated with cross-functional teams to design and execute Call Center effectiveness and Dispute Resolution.
- Enhanced Agent satisfaction by addressing reported issues promptly and providing effective solutions.
Web Tech Support
Percepta
06.2013 - 07.2015
- Demonstrated adaptability by handling a variety of call types, including inbound dealership inquiries, technical support inquiries, and general customer service calls.
- Provided expert technical support remotely as needed, resolving browser software issues promptly.
- Provided technical support to clients, addressing their concerns and ensuring optimal system performance.
Seasonal Supervisor, CSSR
GSI Commerce
11.2011 - 06.2013
- Conducted regular performance evaluations, providing constructive feedback to enhance team effectiveness.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Call Center Agent responsible for inbound call order processing in ERP system
Education
MBA - Business Management
University of Phoenix
Tempe, AZSkills
- Scheduling coordination
- Workforce management
- Project management
- Customer relationship management
- MRP and ERP systems
- Process improvement
- Teamwork and collaboration
- Problem-solving
- Multitasking Abilities
- Self motivation
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Event Bartender; Part Time
ASM Global
06.2021 - Current
Customer Experience Operations Lead
Avidyne Corporation
02.2018 - Current
Warranty Sales
Avidyne Corporation
02.2018 - Current
Quality Assurance Specialist
Percepta
07.2015 - 02.2018
Web Tech Support
Percepta
06.2013 - 07.2015
Seasonal Supervisor, CSSR
GSI Commerce
11.2011 - 06.2013
MBA - Business Management
University of Phoenix
US Navy
Good Conduct Award and Navy Achievement Award