COLLEEN GOOD
San Diego,CA
Summary
Spirited professional with a proven background in customer service quality assurance, training, and cross-functional collaboration. Passionate about fostering teamwork among diverse groups, I capitalize on my exceptional people and communication skills to build strong relationships and drive collective success. Skilled in effectively managing multiple tasks and priorities simultaneously, I thrive in "organized chaos". With a passion for continuous learning, I am eager to further developing my career in customer service.
Overview
6
6
years of professional experience
Work History
Customer Quality Assurance Support
Lululemon Guest Education Centre
10.2021 - Current
- Independently complete 5-6 Quality Assurance Reviews (QARs) per day for my assigned Educators to ensure we’re providing a world-class guest experience on our phone, live chat, SMS, and email channels and provide action-oriented feedback to support Educators in their daily interactions.
- Support Team Leads by sharing any QAR trends noticed and sharing resources to help support Team Lead’s in coaching and developing their Educator’s QAR knowledge.
- Work closely with cross-functional teams at the GEC and with SSC partners to ensure guest resolution practices and guidelines are as efficient and supportive to the business as possible.
- Use strategic thinking and problem solving by identifying areas of opportunities in current processes and procedures, as well as creating new content and resources to support the GEC as a whole.
Educator (Customer Service Representative)
Lululemon Guest Education Centre
06.2020 - 10.2021
- Handled customer inquiries across multiple channels; phones, live chat, SMS, and email.
- Continuously hit target productivity markers across all channels.
- Answered constant flow of customer calls with minimal wait times, answering an average of 8-10 phone calls per hour with an average handle time of 6 minutes.
- Continuously handled 2+ live chat conversations simultaneously, averaging 10-12 customers per hour.
- Answered an average of 8-10 emails per hour to maintain promised response timelines to customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns while following company SOPs.
Merchandise Inventory Leader
Lululemon Prudential Center
10.2019 - 03.2020
- Completed physical inventory counts each week and submitted reports to loss prevention team.
- Monitored and adjusted inventory levels to meet customer needs and demands leading to $20 million in annual sales.
- Assisted in processing of new inventory and disposal of outdated items to keep products fresh and up-to-date.
- Developed and implemented strategies to keep stocks organized and reduce excess inventory.
- Collaborated with the procurement team to establish steady supply of inventory.
Key Leader (Shift Lead)
Lululemon NorthPark Center
01.2018 - 10.2019
- Counted registers and cleaned and secured store at end of shift.
- Listened to and addressed customer concerns using creative problem-solving in accordance with company guidelines.
- Assisted with interviewing and training over 100 new hires for peak season.
- Directed employees to create displays, upsell featured items and tidy store during assigned shifts.
- Devised and implemented processes and procedures to streamline operations leading to annual sales of $25 million.
Educator (Retail Sales Associate)
Lululemon Athletica
10.2017 - 01.2018
- Greeted customers and helped with product questions, selections, and purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained clean sales floor and straightened and faced merchandise.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
Education
Bachelor of Science - Exercise Science, Clinical Exercise Physiology
Salem State University
Salem, MA05.2017
Skills
- Ability to work independently
- Strong prioritization and time management skills
- Resourceful, solutions-oriented mindset, and a natural problem solver
- Strong verbal and written communication skills and experience navigating difficult conversations through thoughtful communication and empathetic listening
- Attention to detail and strong organization while multi-tasking
- Ability to seamlessly transition between projects and tasks throughout the day
- Proactively identify gaps and am always forward-thinking
Additional Information
- Winter/Spring MASCAC All-Academic Team 2015, 2016, 2017 Student-athletes who compete in championship varsity sports offered by each of the MASCAC institutions during the Winter and Spring athletic seasons and have achieved a 3.20 cumulative or semester-based grade point average during the semester are eligible for selection to the Winter/Spring All-Academic Team.
- Who's Who Among Students in American Universities and Colleges Award Recipient 2016 Who's Who Among Students in American Universities and Colleges is one of the most renowned honors programs in the nation. This is an annual award given to outstanding campus leaders for their scholastic ability, participation and leadership in academic and extra curricular activities and community service.
Timeline
Customer Quality Assurance Support
Lululemon Guest Education Centre
10.2021 - Current
Educator (Customer Service Representative)
Lululemon Guest Education Centre
06.2020 - 10.2021
Merchandise Inventory Leader
Lululemon Prudential Center
10.2019 - 03.2020
Key Leader (Shift Lead)
Lululemon NorthPark Center
01.2018 - 10.2019
Educator (Retail Sales Associate)
Lululemon Athletica
10.2017 - 01.2018
Bachelor of Science - Exercise Science, Clinical Exercise Physiology
Salem State University
Similar Profiles
FELICIA ADJEIFELICIA ADJEI
Receptionist at University of Ghana Guest CentreReceptionist at University of Ghana Guest Centre
Shirleen KibetShirleen Kibet
Senior Waitress at Ack Imani Guest House And Conference CentreSenior Waitress at Ack Imani Guest House And Conference Centre
TUSHAR CHECHITUSHAR CHECHI
Seasonal Floor Lead at Lululemon Distribution CentreSeasonal Floor Lead at Lululemon Distribution Centre
Phoebe NguyenPhoebe Nguyen
Test Engineer / Electrical Engineer 2 at Raytheon Missiles and DefenseTest Engineer / Electrical Engineer 2 at Raytheon Missiles and Defense
Valeria De AndaValeria De Anda
Retail Operations & Community Manager at Style Lounge SalonRetail Operations & Community Manager at Style Lounge Salon