Brooke Vanderwater

Responsible for managing essential project management tasks for two multi-million dollar Baggage Handling System Design/Build Projects including: client relationships, project planning, project documentation, and coordinating with the Senior Project Manager regarding the overall project delivery and closeout.

• Aided in the development of comprehensive project plans, outlining tasks, timelines, and resources required for successful completion.
• Managed all project documentation including, submittal's, RFI's, change orders, change proposals, transmittals, and warranties.
• Implemented a program wide inventory management process that resulted in the projects successful on-site storage system for an aggressive construction schedule
• Drove project visibility with critical stakeholders including: project customer, subcontractors, and vendors.
• Improved project efficiency by streamlining communication and collaboration between team members.
• Coordinated cross-functional teams to successfully achieve project milestones and objectives.
• Monitored progress of projects through regular status updates, identifying potential issues and taking corrective actions when necessary.
• Collaborated with stakeholders to gather requirements, define project scope, and establish clear goals for successful execution.

Responsible for leading a 30 person call center while simultaneously managing 3 critical projects that were executed over the course of 16 months. This resulted in highly trained customer service team, improved customer satisfaction, a reduction of call wait times, and increased chat/email response times

• Established cross-functional teams for improved communication between departments and better customer experiences.
• Created a comprehensive onboarding program to expedite new hire integration into the company culture and processes.
• Conducted regular performance reviews with team members, fostering professional growth and development.
• Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
• Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.
• Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.

Designed and launched a new, secondary, Call Center located in the Denver metro area to meet the accelerated growth of RTR and reduce critical metric degradation.

• Rebuilt CSR onboarding process to maximize new employee ramp up period and initial employee effectiveness
• Created continuous training program to ensure CX Agents performance meets corporate SLAs and reduced critical metric degradation over time
• Led creation of ad-hoc and recurring reports using established Business Intelligence platforms
• Mentored Team Leads/CX Agents to promote critical thinking and real-time support decisions
• This improved customer satisfaction and reduced escalations to management
• Created a new best in class WFH policy that became the corporate standard
• This was implemented for non-warehouse based FTE
• Partner with CX Ops team to drive efficiencies in the three Contact Center locations (CO, NJ, TX).
• Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
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Led the strategic vision of the Customer Contact Center, including Domestic and International workforce

• Hired and trained Domestic workforce to serve as primary Customer support staff resulting in higher customer satisfaction surveys and increased customer retention.
• Oversee management of the customer lifecycle process, including identifying opportunities to improve internal processes.
• Increased company revenue by streamlining processes and implementing cost-saving measures.
• Improved project efficiency with strategic planning, resource allocation, and time management practices.
• Optimized staff performance by designing comprehensive training programs tailored to individual needs.

• Managed the daily performance of a 40 seat Outsourced Contact Center
• Responsible for the development and daily management of WFM metrics to identify ongoing FTE needs based on contact volume
• Successfully developed consistent monthly employee performance review reports for all agents
• Reviewed and authored CRM macros to align with Company FAQs and programs. This resulted in a reduction of overall customer inquiries and a decrease in agent touches per ticket.

Operationally responsible for the development and implementation of strategies that ensure performance, culture, and overarching contact center controls and processes are aligned with corporate objectives.

• Strategically focused on improving and scaling contact center operations
• Direct forecasting activities, set SLAs, performance goals, and objectives
• Manage metrics, performance criteria, policies, and procedures resulting in a 3 minute improvement of consumer hold times
• Develop and sustain strategy on ensuring customer satisfaction by partnering with eCommerce on go-to-market sales and promotions.

Manager of Corporate Social Compliance area which included assessing factory compliance needs of customers, licensor's, and additional third-parties.

• Delivered subject matter expertise for internal and external customers on compliance best practices and quality control.
• Reduced risk exposure for the company by identifying and addressing areas of noncompliance.
• Conducted thorough internal audits to ensure adherence to regulatory standards and best practices.
• Reviewed business contracts for compliance with regulatory requirements, minimizing legal exposure and ensuring all commitments were met.

Responsible for developing supply chain solutions to achieve targeted financial benefits, operational efficiencies, and improve performance.

• Partner with stakeholders across 14 brands of footwear to identify operation efficiencies and improve vendor performance
• Manage 5-7 strategic and technology based initiatives with the Customs Compliance, Distribution, and Logistics departments focused on technology implementations and continuous training
• These programs led to a more robust supply chain reporting structure, improved transit times with our LTL vendors, and direct coordination with WWW’s largest 3PL partner, ensuring proper alignment on reporting strategies.