Arica McNutt
Omaha,NE
Summary
Dynamic customer care leader with a proven track record at LovelySkin.com, adept at utilizing data analysis to enhance service quality and drive team performance. Skilled in fostering collaboration and resolving complex issues, I excel in high-pressure environments, ensuring exceptional customer experiences while managing operational excellence across various channels.
Overview
15
15
years of professional experience
Work History
Director of Customer Care
LovelySkin.com
03.2019 - Current
- Oversee a team of Customer Care professionals and work closely with the team to ensure open communication on all matters;developing a strong environment to conducive to proactive resolution of issues and a strong commitment to producing quality end result
- Developing strategic plans to eliminate negative Customer Experience both for internal and external customers alike
- Ensuring proper staffing levels across all lines of Customer Care
- Utilizes data to drive results and prioritize improvements
- Works in conjunction with CEO, Vice President, and all other department heads to instantaneously address concerns proactively to ensure first in class customer experiences
Major Incident Manager
CSG International
01.2016 - 03.2019
- Led real-time coordination of major incidents to restore services within defined SLAs
- Owned end-to-end incident lifecycle from detection through resolution and closure
- Made rapid risk-based decisions under pressure to minimize customer and business impact
- Delivered clear, timely updates to executives, stakeholders, and customers during incidents
- Led executive-level incident communications during enterprise-wide outages
- Led post-incident reviews to identify root causes and corrective actions
Customer Service Manger
Nebraska Furniture Mart - Omaha
05.2011 - 12.2015
- Managed daily operations of the Lead Customer Care agents to ensure service level targets were met
- Lead, coached, and developed Lead Agents
- Conducted performance reviews, one-on-one coaching, and corrective action plans
- Fostered a customer-focused, high-performance team culture
- Oversee inbound call operations across multiple queues
- Ensured adherence to SLAs, KPIs, and quality standards
- Monitored calls and reviewed quality audits to ensure compliance and consistency
- Handled escalated customer issues and complaints with professionalism
- Partnered with IT, Training, QA, and Workforce Management teams
- Supported business growth, new product launches, or service changes
Education
License - Cosmetology
Capitol School of Cosmetology
Omaha, NE03-2000
No Degree - Human Services
College of Saint Mary's
Omaha, NESkills
- Setting Strategic Direction
- Written and Verbal Communication
- Conflict Resolution
- Critical Thinking
- Data gathering and analysis
- Team collaboration
- Fostering a positive and productive work culture
- Setting KPI's and performance expectations
- Cisco Finesse Software
Accomplishments
For the 8th year, I have led a Customer Care team who has earned the Platinum Circle of Excellence in Bizrate Reviews.
Transitioned a fully on site team to work from home at the onset of Covid.
As an impact of Covid, our business doubled in very short amount of time. I managed staffing additions to consider both budget and accommodating business needs according to sudden growth.
Reorged entire team structure adding efficiency and upward mobility opportunities.
Timeline
Director of Customer Care
LovelySkin.com
03.2019 - Current
Major Incident Manager
CSG International
01.2016 - 03.2019
Customer Service Manger
Nebraska Furniture Mart - Omaha
05.2011 - 12.2015
License - Cosmetology
Capitol School of Cosmetology
No Degree - Human Services
College of Saint Mary's
8th year leading the Team in earning The Platinum Circle of Excellence in Bizate Reviews
We are of one of the only 23 companies to earn the Platinum Circle of Excellence in our category!