Catherine Gregorio

Ensures a great customer shopping and brand experience to drive repeat visitation.

Analyzed customer feedback data to identify areas of improvement in the customer experience.

Analyze Customer Intelligence Reports, Marketing Analysis, Brand Perception Reports and present results to improve upon or celebrate successes.

Managed escalated customer issues and resolved conflicts in a timely manner providing a positive outcome for the customer and the business.

Utilized customer insights and feedback to improve customer satisfaction and ensure a seamless shopping experience from home to home.

Ensured a strong understanding of the local customer, market and community to enable a better local connection to the store experience, solutions, and business calendar.

Ensures that my Customer Experience team works in compliance with the operational audit expectations at all times. Documented and created action plans to address business opportunities based on the results.

Key Performance Indicators tracked, analyzed and action plans created to improve as need.

Manages local community involvement and stakeholder relations, including public affairs.

Identifies, recruits, retains and develops talent to secure a diverse, competent, high performing team and future succession. Supports the leaders in doing the same with their co-workers.

Shares knowledge, experience and good examples within the US team to support competence development across all markets.

Created the local market business plan and logistics action plan by ensuring actions are implemented. Ensures proper follow up to make adjustments when necessary.

Leads the Customer team and working in collaboration with cross functional teams to secure a seamless and high quality multichannel shopping experience.

• Maintained operational budget and developed positive relationships with vendors and contractors for services
• Increased Service Results by promoting services and training employees to full competence.
• Established relationships with key stakeholders within the organization to ensure effective problem-solving approaches.
• Facilitated team discussions about ways to improve the company's overall approach to managing customer relations.
• Conducted regular staff meetings to discuss customer feedback, complaints, and suggestions.
• Organized training workshops for employees on topics such as communication techniques and conflict resolution skills.
• Upheld privacy and security requirements for customer information.

• Increased Service Offer Results by promoting services and training employees to full competence.
• Supported New Location Opening 325,000 Sq Ft 01/2004 Conshohocken, PA, West Coast Location Opening 350,000 Sq Ft -07/2007 Portland, OR
• Developed Team Leads and co-workers to succession readiness within Services, Sales and Logistic positions
• Responsible for ensuring a positive overall customer experience using available resources such as Concept Manuals, Corporate Expectation Guides, Customer Satisfaction follow-up
• Progressively increased internal satisfaction results every year +5%
• Quickly resolved customer issues while balancing both the needs of the customer and the business.

• Supported New Location Opening 325,000 Sq Ft 01/2004 Conshohocken, PA, West Coast Location Opening 350,000 Sq Ft -07/2007 Portland, OR
• Developed Team Leads and co-workers to succession readiness within Services, Sales and Logistic positions.
• Responsible for ensuring a positive overall customer experience using available resources such as Concept Manuals, Corporate Expectation Guides, Customer Satisfaction follow-up.
• Ensured a staffing coverage of all customer touchpoints.
• Financial responsibilities of operational budgets, to daily reconsiliation of sales.

• Supported manager in all aspects to ensure departments were functioning smoothly
• Built training program across functions to support business and development of employees.
• Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
• Generated daily, weekly and monthly reports on key performance indicators.
• Conducted performance reviews for customer service staff.
• Created training manuals to resolve simple and complex customer issues.