Caia Ross

Project Coordination

Domestic and International Shipping Coordination

• Pulled data from store purchases and created a detailed shipping report to be sent to our external shipping team twice per week
• Kept accurate record of internal inventory after each shipment
• Kept accurate record of each individual sale via shared document
• Identified and resolved various shipping issues/delays with internal team and external shipping team
• Reshipped items as needed on a case-by-case basis
• Provided tracking information to customers upon request
• Assisted customers with navigation through our online store and general website

Organization Group Purchasing Coordination

• Coordinated with internal team to support contacts with issues/inquiries relating to their group purchase and/or fulfillment
• Facilitated purchased enrollments and registrations as well as scholarship offerings using various systems such as iMIS, Cadmium, Brightspace, and Ethos
• Kept accurate record of each purchasing group/organization instance and fulfillment
• Created and communicated necessary access instructions for each group/organization’s contacts to be shared with all included individuals
• Created promotion codes to be applied at checkout to track enrollment/registration numbers and reported back to group/organization contacts for record keeping
• Kept close communication with group/organization contacts and provided updates on fulfillment status
• Remained available to any group/organization’s individuals for troubleshooting in the event of any issues or user error
• Assisted with the coordination/facilitation of other department/organization projects when needs arose through the year

Customer Experience Management

• Maintained an inbox where customers could send various inquiries or ask for troubleshooting with issues and provided responses (whether resolving or informing customers of a larger issue that will need more time to resolve) within 24 hours of receipt
• Maintained a voicemail box and returned calls either via call or email within 24 hours of receipt
• Assisted with the maintenance of a large help center and chat bot through Zendesk, with the goal of being proactive with customer needs/issues
• Provided up-to-date information on all store products, upcoming conferences/events, membership benefits and more upon request
• Promoted products based on customer interests/goals
• Kept in close communication with internal teams to identify and resolve various issues
• Kept internal team updated with current successes and challenges relating to customer experience
• Connected customers with appropriate team members when necessary
• Worked with internal team to create/adjust invoices as needed
• Assisted with billing issues/refunds, including investigating and resolving various issues with purchases
• Assisted customers with navigation of our online website
• Assisted customers with individual account/login issues
• Assisted customers with any enrollment/registration issues
• Maintained accurate customer information within iMIS database
• Created promotion codes for enrollments/registrations as requested by team members

• Provided direct customer support over the phone for various inquiries, such as equipment orders, billing, and account management
• Assisted customers with troubleshooting, increasing customer satisfaction and retention
• Maintained excellent customer service and sales skills, boosting company performance metrics

• Enhanced customer satisfaction by expertly preparing various cheeses and meats
• Prepared and packaged savory food items according to daily schedules and standards
• Baked and packaged sweet food items daily, ensuring quality and freshness
• Maintained strict kitchen cleanliness and hygiene, adhering to food safety protocols
• Coordinated catering orders effectively, managing requests both in person and over phone
• Provided exceptional customer service, assisting with purchases and inquiries

• Provided excellent customer service and managed POS transactions efficiently
• Assisted in stocking and inventory management