Danielle Knight

Providing resolutions for Guests who reside in EMEA through phones, live chats, emails and the Quality Promise Return Queue

Currently excelling in Quality Promise Return queue for Q1 hitting Max

QAR score for last Quality Promise Return was 100%

Ability to resolve escalated Guest injuries while maintaining composure and respect for the Guest, letting them feel heard

Ability to multitask on live channels while also working on emails or Quality Promise Returns between Guest interactions.

Supporting Guests through different countries .coms and providing product knowledge on what options are available in their regions

Providing resolutions for Guest inquiries or concerns on phones, live chat, and emails with my average QAR for April P3 2023 at 94.5% and for the first 2 weeks of May 2023 P4 QAR at 100% and adherence at 97.0%

Support Guests with a variety of skills and resources including technical product knowledge, placing and troubleshooting orders, setting up and troubleshooting return inquires, etc.

Coach and support peers through shadow sessions to increase productivity and improve Guest Experience via various channels

Multi-tasking on several channels and programs to provide world-class Guest experience for every Guest interaction, supporting with the Quality Promise Returns Queue

Efficiently supporting Educators in a fast-paced environment via internal chat shift blocks and leading with any Guest messaging and coaching they may need for that Guest interaction.

Managed high volume queues of ecommerce tasks, supported Guest facing Educators and Distribution Centre Partners, including setting up traces, completing shipping labels and call tags, working on exceptions cases and store returns created by the Distribution Centres

Effective communication skills and multitasking skills were needed to communicate effectively between multiple teams

In store Educator who also worked on the Visual Merchandising Team to provide Gold Standard presentation

Providing a “wow it’s you!” experience for every Guest, which set the foundation of the high value Guest Experience I proved at the GEC today

Effective communication skills with leadership and fellow Educators, keeping a 360 view of the store, while providing technical product education and World Class Guest Experience