Carley Logan
Shelton,WA
Summary
Detail-oriented Owner with proven success building relationships and maintaining partnerships with top accounts to increase overall productivity and grow profit channels. Expands network connections by effectively determining and meeting customer needs, implementing price models and optimizing inventory control procedures.
Overview
16
16
years of professional experience
Work History
Owner/Operator Technician
Logan Home Services
02.2022 - Current
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Overseeing inventory management, reducing waste and maintaining adequate stock levels to meet demand.
Senior Specialist II
Target.com
02.2016 - 11.2021
- Handling guest concerns via phone, email and chat
- As a senior specialist I was tasked with handling senior level complaints and concerns for Target.com
- I consistently won team member of the quarter
- I also had a movie made about a guest experience that I went above and beyond for
- It is used in new hire training to this day
- My KPI’s were always well above what was expected
- I was often chosen for special projects that were critical to team and business development.
- Training team member for peak seasons
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
- Supported department leadership in implementing new policies, procedures and controls.
- Oversaw work of junior personnel, helping to motivate strong performance and improve overall knowledge with focus on mentoring and coaching.
Customer Service Manager
Bass Pro Shops
03.2014 - 07.2015
- In this position I was responsible for the day to day running of the front end
- This includes, front end leads, customer service, cashiers, including remote registers, greeters and our credit team
- Monitor and track 'turbo' and special orders direct from vendor
- Mesa was awarded store of the year, restaurant of the year and Tracker boat center of the year
- No other Bass Pro location has been bestowed this honor
- My team and I are tasked with providing world class customer service, to both external and internal customers
- My key accountabilities include but are not limited to: Daily reports: Phone collection, Price Variance, Generic SKU's report, Cashier reports, Customer survey, credit and gear guard reporting
- Hiring, training, coaching and development, performance reviews and counseling
- Monitor performance compliance throughout store teams on my programs
- Monitor remote registers for any issues and correct
- Lead morning meetings and perform as LOD.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Store Manager
Garden Ridge
12.2012 - 03.2014
- In this role my key accountabilities include, but are not limited to, the below
- Merchandising Till reconciliation Supervising Deliveries Stocking freight
- Managing Front End Managers and Associates
- Ensure correct product placement Ensure resets are done in a timely fashion to increase sales
- Maintain customer and staff safety Boost team moral
- Customer service issues and complaints
- Safety walks of the building and follow up with scheduling any areas that need attention
- Assist with customer check out when necessary.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
Product Development Manager Catering Supplies and Light Equipment
Brakes UK
02.2011 - 05.2012
- In this newly created position of PDM, I was tasked with building this role from the ground up
- Utilizing best practice, pipelines, assisting tenders, range review of light equipment (6000 SKU's) assisting internal and external customers daily, creating procedures and communicating these to several internal departments
- Within three months I proved myself to be an integral part of the commercial team
- In this role, I attended several supplier visits in the UK and Europe for NPD and assisted with site audits
- I also project managed new product set up and liaised with supply chain to ensure rigid deadlines into Brakes were met
- My responsibilities consisted of but were not limited to the below
- Supervised and implemented product development policies, objectives, and initiatives
- Lead research for new products, product enhancements, and product redesign
- Evaluated the potential and practicality of products in development
- Analyze market to ensure competitiveness of current and future catering equipment products
- Communicated with sales team, account managers, members of senior management, and highly technical internal team members
- Maintained current supplier base, and sourced new suppliers
- Tracked developments in non-food and used this insight to shape business unit range and innovation plans
- Develop new and existing products to meet customer/consumer needs in line with the Business Unit Plan
- Supported tenders by obtaining pricing for any gaps in our range and worked with buyers to source those lines when tenders were successful
- Managed all product /packaging initiatives within the designated critical path
- Contributed to the development of business unit strategy, particularly in the area of product development, innovation and supplier management
- Established and implemented methods and initiatives to reduce product costs and to transfer appropriate 'best practice' throughout the supplier base for the specific benefit of the Brakes product portfolio in terms of lower costs / higher quality Built supplier and competitor intelligence and applied this within the business unit Developed relationships with external suppliers in order to increase their focus on the Brakes business Represented business unit with customers and consumers as appropriate to build networks which will develop Brakes business by improving existing product and better target new products Provided high level of customer service for internal and external customers
- Lead Corporate Knowledge Days.
- Cultivated valuable relationships with external partners including manufacturers and distributors facilitating successful launches.
- Oversaw development of more than 100 new products each year.
- Managed cross-functional teams to ensure timely delivery of high-quality products, resulting in strong stakeholder satisfaction.
- Liaised with internal and external parties on procurement of new product formulations, international requirements and regulatory changes.
- Maintained internal product knowledge database.
- Identified opportunities for new products and improvements to existing products to increase sales.
- Spearheaded the successful integration of acquired product lines into core offerings, resulting in seamless transitions for stakeholders.
Customer Service Team Manager
Brakes UK
06.2009 - 01.2011
- Enhanced communication skills within the team through training sessions and role-playing exercises.
- Managed team schedules, balancing workloads to optimize staff coverage during peak hours.
- Collaborated with other departments to resolve complex customer issues effectively and efficiently.
- Implemented quality assurance measures, ensuring consistent levels of excellence in service delivery.
- Conducted regular performance evaluations, providing constructive feedback to drive professional growth within the team.
- Analyzed customer feedback data to identify areas for improvement, implementing changes accordingly.
- Promoted a positive work environment by recognizing outstanding staff achievements regularly.
- Led a team of customer service representatives for increased productivity and overall efficiency.
- Reduced average call handling time with targeted coaching and performance monitoring.
Telesales
Brakes UK
09.2008 - 05.2009
- Established rapport with prospects quickly, fostering trust and credibility in the telesales process.
- Conducted post-sales follow-ups to gather valuable feedback for continuous improvement of telesales approach.
- Increased telesales efficiency by implementing new call strategies and training methods.
- Supported new team members in adapting to company processes quickly, serving as a mentor for best practices in telesales operations.
- Boosted sales revenue through effective telesales strategies and persuasive communication skills.
- Assisted in onboarding new Telesales Specialists, providing guidance on best practices for successful outcomes.
Education
High School Diploma -
Kingman High School
Kingman, AZ01.1993
Skills
- Operations Management
- Documentation And Reporting
- Hiring
- Business Planning
- Handling customer concerns
- Sales negotiation
- Personnel Management
- Negotiation
- Strong Work Ethic
- Dependable and reliable
- Customer-Oriented
- Accurate record keeping
Locations
- 3891 E North Island Dr, Shelton, WA, 98584
- Harstine Island
- Tempe, AZ
- Mesa, AZ
- Ashford
Timeline
Owner/Operator Technician
Logan Home Services
02.2022 - Current
Senior Specialist II
Target.com
02.2016 - 11.2021
Customer Service Manager
Bass Pro Shops
03.2014 - 07.2015
Store Manager
Garden Ridge
12.2012 - 03.2014
Product Development Manager Catering Supplies and Light Equipment
Brakes UK
02.2011 - 05.2012
Customer Service Team Manager
Brakes UK
06.2009 - 01.2011
Telesales
Brakes UK
09.2008 - 05.2009
High School Diploma -
Kingman High School
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