Carol Swallow

CUSTOMER CARE MANAGER

Victoria's Secret & Co.

10.2007 - 03.2024

Managed up to 10 salaried supervisors in all aspects of supporting front-line teams, each of whom managed 20-35 indirect reports and supervised daily operations, sale functions, and customer service to deliver world-class customer care and maximize employee productivity to meet or exceed service levels, quality, and sales objectives.
Directed all aspects of Customer Care Services, including strategic planning, performance management, and employee development, to drive departmental success and achieve organizational goals.
Instrumental in driving $50M in Sales and achieving #1 Store in the Fleet ranking through innovative sales strategies and exceptional customer service delivery.
Spearheaded the successful launch of Victoria’s Secret Live Chat platform, resulting in a 35%+ contact deflection rate and improved customer satisfaction.
Led continuous upgrades of the Live Chat program, including enabling credit card payments and implementing a customer support chatbot, to enhance service offerings and drive efficiency.
Utilized Live Chat data analysis to optimize program efficiency, reducing average handle time and consistently achieving CSAT of 80%+.
Introduced innovative strategies for the associate support model, reducing customer wait times and achieving 90% Quality scores.
Oversaw the development of seasonal associates and leadership to ensure service excellence during peak seasons.
Revised processes to increase flexibility and scalability in service delivery, adapting to evolving business needs and industry trends.
Successfully led teams through transitions, including the remote transition of 200+ Live Chat associates, while maintaining performance KPIs and #1 Store in the Fleet status.
Fostered a performance-driven culture within the team, promoting accountability and continuous improvement.
Effectively utilized Workforce Management (WFM) tools to optimize staffing, schedules, and customer reporting, ensuring operational efficiency and maximizing customer satisfaction.
Handled executive-level escalations and complaints, providing guidance and feedback to staff to resolve issues effectively.
Collaborated with IT Department to resolve connectivity issues affecting performance and ensure seamless service delivery.
Provided guidance, instruction, and ongoing reinforcement to motivate staff and optimize performance, conducting supervision, coaching, contact monitoring, training, and disciplinary action for direct reports.
Ensured adherence to policies and procedures, maintaining transparency and communication with management on issues and problems.