Britany Caccavale
Joliet,US
Summary
Results-driven customer service and merchandising professional skilled in conflict resolution and team collaboration. Proven ability to improve service delivery through strategic problem-solving and process enhancements. Adept at utilizing technology and data analysis to drive customer satisfaction and operational efficiency.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Cox Automotive
Matteson, Illinois
03.2026 - Current
- Resolved customer inquiries through multiple communication channels with high efficiency.
- Assisted customers with account management, billing inquiries, and technical support promptly.
- Coordinated with relevant departments to resolve escalated customer issues effectively.
- Worked with team members to improve service delivery and increase customer satisfaction.
- Verified client information to ensure optimal care levels.
- Provided product information and support for automotive services and solutions.
- Recorded customer interactions in CRM software to maintain accurate and accessible records.
- Maintained detailed records of customer transactions and comments for future reference.
Customer Service Representative
GiftsForYouNow.com
Woodridge, US
10.2025 - 01.2026
- Handled escalated customer complaints with professionalism, effectively turning negative experiences into positive outcomes.
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Handled customer calls, resolving issues with orders and providing timely status updates.
- Managed a high volume of incoming calls and emails, ensuring timely responses and maintaining a consistent service level.
- Corresponded with customers across multiple platforms to address inquiries and deliver comprehensive support.
- Maintained accurate records of customer interactions and transactions, ensuring adherence to company policies and standards.
- Developed and maintained strong relationships with clients to enhance customer satisfaction and loyalty.
- Collaborated with team members to develop strategies for improving response times and service quality.
- Utilized CRM software to track customer interactions and streamline service processes.
- Executed import of wholesale and third-party orders to ensure timely product availability.
Merchandiser
PersonalizationMall.com
Burr Ridge, US
10.2022 - 04.2025
- Led initiatives to increase sales by identifying growth opportunities and implementing strategies that positively impacted revenue performance.
- Developed and executed merchandising strategies that enhanced product visibility and drove sales growth.
- Managed and analyzed hundreds of components within assigned product categories to align with business goals and enhance overall performance.
- Analyzed sales data to identify trends and make informed decisions on product assortments and promotions.
- Implemented visual merchandising standards to create engaging displays that attracted customer attention.
- Coordinated with multiple teams to strategically select products for launches, digital merchandising, and inventory clearance initiatives.
- Collaborated with cross-functional teams to ensure optimal inventory management and product placement.
- Delivered sourcing insights and sale forecasts to cross-functional product development teams, driving the idealization of new products.
- Conducted in-depth sale analysis across multiple dimensions, including product categories, store performance, individual products and segments.
- Trained and mentored staff on effective merchandising techniques and customer engagement tactics.
- Managed promotional events and in-store displays to enhance customer experience and sales performance.
- Utilized inventory management software to track product performance and ensure optimal stock levels.
- Created detailed reports on sales performance and merchandising effectiveness for management review.
- Conducted regular market research to stay updated on industry trends and competitor activities.
- Implemented process improvements to streamline operations within the merchandising department.
- Assisted in the planning and execution of seasonal merchandising campaigns and initiatives.
- Monitored product quality and ensured compliance with company standards and guidelines.
- Provided customer service support during peak holiday seasons to assist with high volume inquiries.
- Used customer feedback to refine product offerings and enhance overall customer satisfaction.
- Participated in trade shows and industry events to promote products and build brand awareness.
Channel Brand Specialist
PersonalizationMall.com
Burr Ridge, US
08.2021 - 10.2022
- Create and execute overall strategy for partners growth withing the corporate division and 3rd party channels (i.e. Etsy, Bed bath&Beyond, BuyBuyBaby, 800Flowers, etc)
- Developed and executed brand strategies that enhanced product visibility and market presence.
- Collaborated with cross-functional teams to align marketing initiatives with brand objectives and drive channel performance.
- Implemented promotional activities that increased brand engagement by 25% over a six-month period.
- Utilized analytics tools to track brand performance, identify improvement areas, and inform strategic decisions.
- Analyzed market trends and consumer insights to inform branding decisions and optimize marketing campaigns.
- Managed relationships with key stakeholders to ensure consistent messaging across all channels.
- On-boarding and optimizing new product listings for channel clients.
- Conducted competitive analysis to benchmark brand performance and identify growth opportunities.
- Facilitated training sessions for sales teams to enhance their understanding of brand positioning and messaging.
- Managed digital marketing efforts, including content creation and SEO optimization for brand websites.
- Established and monitored key performance indicators (KPIs) to evaluate branding effectiveness and guide future initiatives.
- Researched emerging trends in the industry to keep the brand relevant and competitive.
- Liaised with key internal channels (IT/Development, planning and forecasting, customer service) to enhance collaboration and streamline processes.
Assistant Merchandiser
PersonalizationMall.com
Burr Ridge, US
06.2018 - 08.2022
- Develop new products for buyer review to enhance product assortment
- Coordinate with buyers on how to best merchandise new products
- Assisted in the creation of seasonal merchandise plans, resulting in a 15% increase in sales during peak periods.
- Analyze market trends and consumer preferences to inform product selection and optimize inventory levels.
- Collaborated with cross-functional teams including marketing and sales to execute promotional strategies and enhance product visibility.
- Supported visual merchandising efforts by providing input on store layouts and product displays to drive customer engagement.
- Manage vendor contracts for license and drop ship vendors to ensure compliance and timely product availability
- Develop and maintain strong relationships with vendors to negotiate pricing and ensure timely delivery of merchandise.
- Conduct quarterly reporting for license vendors to track performance and inform decision-making
- On-board new products to sister companies (i.e. Bed,Bath & Beyond, BuyBuyBaby, 1800Flowers, etc.
Assistant Merchandiser
GiftsForYouNow.com
Woodridge, US
06.2016 - 06.2018
- Assisted in analyzing market trends and consumer preferences to inform merchandising strategies.
- Collaborated with cross-functional teams to develop and execute effective product assortments.
- Utilized merchandising software to create visually appealing product displays and layouts.
- Conducted competitor analysis to uncover opportunities for product differentiation and optimize pricing strategies.
- Conducted regular reviews of product performance to inform future merchandising decisions.
- Setup and optimize new products to drive sales onsite
- Developed products and production methods to enhance company relevance and improve product efficiency.
- Perform competitive trend research for new designs and products within the personalized marketplace.
- Communicated with vendors to negotiate competitive pricing and ensure timely delivery.
- Participated in sales forecasting and demand planning to optimize stock levels.
- Contributed to the execution of visual merchandising standards to enhance the customer experience.
- Implemented process improvements that resulted in increased operational efficiency.
- Oversaw e-commerce product listings to ensure accurate and timely updates.
Assistant Custom Service Manager
GiftsForYouNow.com
Woodridge, US
10.2013 - 06.2018
- Handled escalated calls with representatives
- Coordinated team schedules to ensure adequate coverage for all shifts.
- Managed wholesale and third-party order imports, enhancing inventory process efficiency.
- Work cross-functionally with multiple departments on new products and products functionality for customer interface.
- Manage refunds to customer based on case.
- Provided exceptional customer support to resolve inquiries and enhance client satisfaction.
- Developed training materials and conducted workshops to improve team performance and service delivery.
- Monitored key performance indicators to assess service quality and implement improvements.
- Collaborated with cross-functional teams to streamline processes and enhance customer experience.
- Handled escalated customer issues with professionalism, resulting in a 20% increase in customer retention.
- Implemented feedback mechanisms to gather customer insights and drive service innovation.
- Assisted in the development of service policies that improved response times by 15%.
- Resolved conflicts and addressed customer complaints efficiently to maintain high satisfaction levels.
- Fostered a positive team environment that encouraged collaboration and knowledge sharing.
- Created detailed reports on service metrics to guide management decisions and strategic initiatives.
- Communicated regularly with stakeholders to align on service objectives and improve collaboration.
- Analyzed customer feedback data to pinpoint areas for improvement and enhance service offerings.
- Trained new team members on best practices for customer engagement and problem resolution.
- Established quality assurance processes to maintain high standards of service delivery.
- Conducted regular audits of customer service operations to identify inefficiencies and recommend solutions.
- Collaborated with IT to implement technological tools that improved customer service efficiency.
Education
High School Diploma -
Amos Alonzo Stagg High School
Palos Hills, United States01-2010
Skills
- Multi-tasking expertise
- Detail orientation
- Leadership skills
- Customer engagement
- Workflow optimization
- Reporting proficiency
- Order management
- Data analysis
- Customer relationship management
- Cross-functional communication
- Conflict resolution
- Customer support
- Performance monitoring
- Process improvement
- Team collaboration
- Organizational skills
- Inquiry resolution
- CRM software utilization
- Escalation management
- Product knowledge
- Account management
- Service quality improvement
- Effective communication
- Attention to detail
- Problem solving
- Time management
- Microsoft Excel proficiency
- Brand representation
- Scheduling expertise
- Recordkeeping strengths
- Negotiation strategies
- Email management proficiency
- POS systems expertise
- Creative problem solving techniques
Languages
English Native
Languages
English
Professional
Timeline
Customer Service Representative
Cox Automotive
03.2026 - Current
Customer Service Representative
GiftsForYouNow.com
10.2025 - 01.2026
Merchandiser
PersonalizationMall.com
10.2022 - 04.2025
Channel Brand Specialist
PersonalizationMall.com
08.2021 - 10.2022
Assistant Merchandiser
PersonalizationMall.com
06.2018 - 08.2022
Assistant Merchandiser
GiftsForYouNow.com
06.2016 - 06.2018
Assistant Custom Service Manager
GiftsForYouNow.com
10.2013 - 06.2018
High School Diploma -
Amos Alonzo Stagg High School