Aubrey Hankins
Chicago,IL
Summary
Customer Service Manager and Operations/E-commerce Specialist with ten years of leadership experience in improving customer satisfaction and optimizing operations in B2C and B2B environments. Proven ability to implement innovative technologies and processes that enhance team performance and customer engagement. Focused on driving continuous improvement and growth through strategic leadership and achievement of key performance indicators.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
Merz Apothecary / Smallflower.com / KOBO Candles
Chicago, IL
06.2022 - Current
- Oversaw customer journey across multiple sales channels for two companies.
- Co-managed company-wide operations for improved efficiency.
- Resolved customer issues related to order and delivery in a timely manner.
- Trained and developed team of Customer Service Representatives across four departments.
- Created quarterly and annual goals; monitored progress to identify areas for improvement.
- Managed shipping claims through various channels to ensure accurate resolutions.
- Implemented order protection policy, generating $40,000 in net revenue and enhancing customer retention.
- Fostered customer loyalty through exceptional service and proactive issue resolution.
Customer Service Manager
Crowd Control Warehouse / Brook Park Holdings
Chicago, IL
08.2020 - 06.2022
- Trained and managed team of Customer Service Representatives to enhance performance.
- Oversaw Customization Department, Freight/Shipping finances, and sourcing from Chinese manufacturers.
- Facilitated communication among customers, employees, and C-level executives to ensure alignment.
- Coordinated daily operations with Facility and Production teams to drive improvements.
- Integrated order process with external vendors for seamless order placement and logistics.
- Developed and implemented policies for email organization, staff scheduling, and metric tracking.
- Established daily and weekly recaps to maintain team accountability and focus.
Customer Service Manager
The Giving Tree Gallery
Sarasota, FL
02.2019 - 08.2020
- Oversaw customer support operations across calls, emails, and live chats to enhance response efficiency.
- Implemented AI live chat technology to improve customer service effectiveness.
- Managed updates to e-commerce website frontend and backend for optimal functionality.
- Streamlined customer service processes, boosting online user experience and engagement.
Director of Customer Support / Project Development Coordinator
CRMSuite
Sarasota, FL
01.2016 - 02.2019
- Coordinated project development to support ongoing success initiatives.
- Managed customer relationships to cultivate satisfaction and loyalty.
- Implemented customer success plans with defined deliverables to improve project outcomes.
- Promoted a customer-centric culture, driving collaboration across internal departments for enhanced service delivery.
Marketing & Customer Support Manager
Budget Blinds
Sarasota, FL
04.2015 - 01.2016
- Identified customer needs to enhance product offerings.
- Developed sales materials that strengthened internal marketing efforts.
- Boosted customer satisfaction, driving business growth.
Account Coordinator
Grafx Design
Tampa, FL
04.2014 - 04.2015
- Directed team of account managers at Grafx Design, boosting overall team performance.
- Introduced innovative processes that increased sales productivity and drove significant sales growth.
- Developed strategic marketing materials to enhance brand awareness and engagement.
- Cultivated strong client relationships to foster brand loyalty and retention.
- Oversaw business development initiatives, focusing on acquiring and maintaining key partnerships.
Project Manager / Client Relations
Cactus Sky Communications
Bradenton, FL
02.2012 - 02.2014
- Guided clients as trusted advisor, offering best practices and strategic insights.
- Spearheaded launch of Automotive Digital Training, a groundbreaking automotive training platform in the US.
- Oversaw daily operations and mentored a team of four to enhance productivity.
- Streamlined onboarding process, reducing client time-to-value and increasing platform engagement.
Project Manager - Marketing Coordinator
Treefully
Bradenton, FL
05.2010 - 02.2012
- Spearheaded marketing initiatives at Treefully to enhance brand visibility.
- Developed a collaborative social platform for tree planting activities.
- Employed innovative strategies to engage users and foster community involvement.
Education
Bachelor of Arts - Interdisciplinary Social Science
University of South Florida
Tampa, FL01.2010
Skills
- Customer Service
- Customer Experience
- Customer Service
- Problem Solving
- Team Performance
- Retention Strategies
- Process Optimization
- Warehouse Operations
- Team building
- Logistics Coordination
- Data Analysis
- Order Management
- Issue Resolution
- Staff Training
Pronouns
He/Him/His
Timeline
Customer Service Manager
Merz Apothecary / Smallflower.com / KOBO Candles
06.2022 - Current
Customer Service Manager
Crowd Control Warehouse / Brook Park Holdings
08.2020 - 06.2022
Customer Service Manager
The Giving Tree Gallery
02.2019 - 08.2020
Director of Customer Support / Project Development Coordinator
CRMSuite
01.2016 - 02.2019
Marketing & Customer Support Manager
Budget Blinds
04.2015 - 01.2016
Account Coordinator
Grafx Design
04.2014 - 04.2015
Project Manager / Client Relations
Cactus Sky Communications
02.2012 - 02.2014
Project Manager - Marketing Coordinator
Treefully
05.2010 - 02.2012
Bachelor of Arts - Interdisciplinary Social Science
University of South Florida