Summary
Overview
Work History
Education
Skills
Timeline
Generic

Carly Elkin

Forest Hills,NY

Summary

Experienced Customer Service Manager with background of effective leadership and excellent customer service. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback.

Overview

8
8
years of professional experience

Work History

Customer Experience Manager

Kidpik.com
01.2023 - 11.2023
  • Utilized customer feedback and analytics to identify trends, implemented targeted improvements, and enhanced overall customer experience.
  • Led and optimized customer support team to ensure prompt and effective resolution of inquiries
  • Generated regular reports on KPI performance, communicating findings to leadership and cross-functional teams to facilitate data-driven decision-making.
  • Collaborated with other departments, such as marketing, sales, and product development, to ensure a cohesive customer experience.
  • Coached employees through day-to-day work and complex problems.

Customer Service Supervisor

Primary
08.2018 - 01.2023
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives, resulting in above 80 NPS scores consistently throughout my tenure on the team
  • Managed internal customer service team to maximize customer satisfaction, landing Primary.com on Newsweek's list of "Best Customer Service Companies" in 2021

Customer Service Representative

CultureFly
12.2017 - 08.2018
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Delivered excellent customer service, solving an average of 150 tickets each day.

Assistant Retail Manager

Gap
12.2015 - 11.2017
  • Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
  • Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
  • Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.

Education

Bachelor of Arts - Photography

School of Visual Arts
New York
06.2013

Skills

  • Team Leadership
  • Training and Development
  • Scheduling
  • Zendesk
  • Shopify Administration
  • Workflow planning
  • Customer Relations
  • KPI Analysis
  • Cross-Functional Collaboration
  • Training Programs

Timeline

Customer Experience Manager

Kidpik.com
01.2023 - 11.2023

Customer Service Supervisor

Primary
08.2018 - 01.2023

Customer Service Representative

CultureFly
12.2017 - 08.2018

Assistant Retail Manager

Gap
12.2015 - 11.2017

Bachelor of Arts - Photography

School of Visual Arts
Carly Elkin