Dana Everett
Everett,WA
Summary
Dedicated customer service professional with 40+ years of experience. Love to work in fast pace environment, committed to providing exceptional support, resolving issues efficiently and maintaining a positive customer experience that drives retention and loyalty.
Overview
33
33
years of professional experience
Work History
Operations Manager, Customer Care Center
Nordstrom.com
01.2015 - 02.2025
- Directly support 6 Supervisors with over 150 Customer Care Specialists to meet and exceed their service, sales and Customer Care operational efficiency goals. Manage service and productivity standards to handle over 600M customer contacts annually via phone, chat and email
- Responsible for process improvements needed to move the Customer Care Center forward
- Collaborate daily & remotely with Operation Managers spanning all our Customer Care Centers to drive new initiatives as well as promote a healthy working atmosphere
- Developed and executed training programs for new employees, enhancing team performance.
- Analyzed operational metrics to identify areas for improvement and drive strategic initiatives.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Operations Manager, Beauty Contact Center
Nordstrom.com
01.2012 - 01.2015
- Directly support 4 Supervisors with over 60 Online Beauty Stylists to meet and exceed operational efficiency goals. Manage service and productivity standards to handle 300K customer contacts annually via phone, chat and email
- Develop and provide an online service experience that is superior to the competition via all communication channels building lasting customer relationships
- Build and maintain store partnerships to ensure One Nordstrom and align and unify Online and Full Line Beauty Stylists
- Developed process improvement for correcting over 3,000 foundation color swatches online for a better customer experience in an effort to reduce the return rate
- Played an integral part in the rollout of Beauty Boards, yielding over $2M in sales which resulted in a 33% online conversion rate
- 4 yrs (2012 -2015)
Beauty Customer Service Supervisor
Nordstrom.com
01.2006 - 01.2012
- Grow team from 17 to 50 Beauty Customer Service Specialists, transitioning department from FLS compensation to Nordstrom.com umbrella
- Lead successful transition of new processes and procedures to improve multi store fulfillment for Focus and Satellite Beauty Doors
- 4 yrs (2006 – 2012)
Customer Service Supervisor
Nordstrom.com
01.2002 - 01.2006
- Supported a team of 20 Customer Service Specialists to top-tier results amongst peers by goal setting and coaching for peak performance
- 4 yrs (2002 – 2006)
Co-owner and Operator
Art Bar
01.1992 - 01.2001
- Upon approval from SBA, built establishment for spirits and entertainment
- Hired, trained and supervised staff. Entertainment promoter, balanced daily checkbook, payroll, created food and spirits menu along with day to day ordering, growing the business to $1M in annual sales through marketing, staffing and implementing standardized procedures
- 9 years (1992 - 2001)
Education
BBA - Business Administration And Management
Everett Community College
Everett06-1998
Skills
- Operations management
- Customer relationship management
- Process optimization
- Performance analyst
Timeline
Operations Manager, Customer Care Center
Nordstrom.com
01.2015 - 02.2025
Operations Manager, Beauty Contact Center
Nordstrom.com
01.2012 - 01.2015
Beauty Customer Service Supervisor
Nordstrom.com
01.2006 - 01.2012
Customer Service Supervisor
Nordstrom.com
01.2002 - 01.2006
Co-owner and Operator
Art Bar
01.1992 - 01.2001
BBA - Business Administration And Management
Everett Community College