Dana Barthold
Schwenksville,PA
Summary
Dynamic leader with a proven track record at The Estee Lauder Companies, excelling in performance management and customer engagement. Spearheaded initiatives that boosted chat-to-sale conversion rates and enhanced team training programs. Adept at data analysis and fostering high-performing teams, driving exceptional results in e-commerce and customer satisfaction.
Overview
33
33
years of professional experience
Work History
Beauty Chat Lead
The Estee Lauder Companies
Remote, PA
10.2023 - Current
- Directed daily operations, performance coaching, and professional development for large remote teams.
- Exceeded KPIs including SLA, customer satisfaction, and chat-to-sale conversion rates.
- Served as liaison between chat agents and cross-functional partners (Tech, E-Commerce, Education).
- Led execution of online sales initiatives, promotions, and brand campaigns.
- Enhanced onboarding programs and talent education for new hires.
- Oversaw operations for Brand and Retailer ratings & reviews ensuring quality service delivery.
- Accountable for creating consumer-facing product information across multiple brands
- Developed and maintained service tools used across multiple platforms and divisions.
TSS/STSS Beauty Chat
The Estee Lauder Companies
Remote, PA
07.2013 - 10.2023
- Equivalent experience in current position within part-time capacity
Online Product Expert
The Estee Lauder Companies
Remote, PA
10.2007 - 07.2013
- Resolved inquiries on product features, functionality, compatibility, and pricing, ensuring customer clarity.
- Identified customer needs and recommended tailored solutions to deliver high touch service.
Education Executive/Regional Education Manager
The Estee Lauder Companies
NY Metro/Mid Atlantic
11.1996 - 02.2005
Account Coordinator/Education Coordinator
The Estee Lauder Companies
Philadelphia/NY Metro
08.1992 - 11.1996
Education
High School Diploma -
Perkiomen Valley High School
Collegeville, PA06-1987
Skills
- Performance management
- Customer engagement
- Sales optimization
- Team leadership
- Training and development
- Data analysis
- Social media communication
- Customer service
- E-commerce
- Talent acquisition
Timeline
Beauty Chat Lead
The Estee Lauder Companies
10.2023 - Current
TSS/STSS Beauty Chat
The Estee Lauder Companies
07.2013 - 10.2023
Online Product Expert
The Estee Lauder Companies
10.2007 - 07.2013
Education Executive/Regional Education Manager
The Estee Lauder Companies
11.1996 - 02.2005
Account Coordinator/Education Coordinator
The Estee Lauder Companies
08.1992 - 11.1996
High School Diploma -
Perkiomen Valley High School
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