Deidra Earley Tharp

• I have been writing new and editing preexisting best practice documentation for the Source.
• I have partnered with other leaders to create critical floor-wide email communications and teams posts that proactively prepare our agents for success.
• I host weekly meetings presenting my work/ideas prior to publication for collective buy-in and/or potential improvement opportunities.
• I work, in collaboration with care leadership and knowledge base instructional content designers, to improve and maintain reference content in order to aid front-line representatives with proper call handling according to policies, procedures, etc.
• I am fair minded, even tempered, detail-oriented and self motivated.
• I exercise tact and diplomacy while being passionate about the impact of this project and being committed to continual improvement.
• I have excellent communication skills, both verbal and written.

• I currently take customer escalations and answer assist line general inquires for best practices related to billing, eservices, keypad and panel troubleshooting, requests for service, etc.
• I share reminders and engage with team members daily in our team chat.
• I support my team, my team manager and other leadership daily in order to meet the needs of the ever-changing business.
• I promote a positive work environment by fostering teamwork, open communication, and employee recognition initiatives as part of my liaison role with Rewards and Recognition.
• I was the 4th quarter Customer Care True North Award winner.
• Have been given the opportunity to participate in multiple call calibrations and become proficient at evaluating performance based on the company's inbound call grading guidelines.

• I was the interim 3rd shift team manager. I facilitated weekly team meetings and 1:1s for the third shift team.
• I am/was able to adapt quickly in various situations because I am self motivated, with a strong sense of ownership and responsibility.

• My responsibilities included:
• coaching and development
• a superior ability to understand best practices and products
• greater than effective communication for direct reports
• the ability to understand and individualize learning and coaching for agents to optimize retention and comprehension
• reporting
• call monitoring
• escalation resolution

I also willingly extended my term and modified my role as the 3rd shift teams lead in order for the new manager, Roberta Newman, to have time to become acclimated to her shift and team.

• I piloted the Commercial Correspondence team:
• facilitating Emergency Services dispatch requests
• working both commercial and national actions
• taking live chats from Commercial customers
• responded to emails in real time

• I assisted with overflow call volume in both commercial customer service and monitoring.
• I had recently completed a long term team lead interim position assisting associates with questions and escalations across many platforms.

• Work every front of the house position in a family diner style restaurant in order to meet the immediate needs of the business to foster customer brand loyalty through exceptional customer service.
• I was furloughed with no date of return because of COVID 19 prior to voluntarily seeking employment elsewhere.
• Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
• Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.

• Managed the below initiatives for Neiman Marcus Direct:

1. BOPS (Buy Online Pick Up in Store)

2. BOSS (Buy Online Ship to Store)

3. Shared Inventory

4. BG Omni (In House Order Fulfillment from Locker stock at POS)

5. Option 7 and Option 10 Order Fulfillment via

• Store to Store
• Warehouse to Store

6. #111 Internal Support for Stores from Online - seeking to create a seamless customer experience across mediums and increase conversion rates by bolstering brand loyalty.

• Wrote Standard Operating and Best Practice Documentation for the Store Support Group since this was a pilot/new venture introduced and developed by me and Vickie Porras.

• General Help Calls
• VIP or Highly Escalated Call Servicing
• Reviewed employee concerns and new opportunities to drive business strategies.
• Established long-term client relationships through consistent delivery of high-quality products and services.
• Interviewed, recruited and trained new onboarding candidates.

• NMD
• Supervisor and Team Lead for my department manager.
• Piloted new dialer software.
• Attended Avaya Conference in Las Vegas on behalf of NMD.

• Monitored Calls, Chats and Emails in order to ensure Five Star Customer Service by my direct reports that reflected the values of NMD.
• Created Coaching Packages
• Wrote training documents that recognized superior performance and/or supplement areas of opportunity for improved future performance
• Maintained up-to-date knowledge of industry standards, ensuring all products met or exceeded requirements.
• Conducted and reported on root-cause analysis to identify areas for improvement within the customer service experience.

• Assisted with skill 803 in-bound customer and internal associate calls regarding holds on order such as:1. Payment Hold2. Account Missing3. Missing Information4. Declined Card, Failed Address Authentication Hold5. FTC
• Using Avaya Proactive Predictive Dialer placed calls to customers to proactively communicate one or more issues that prevented the timely processing of orders currently being held in their shopping profiles. Also, contacted customers to alert them to sale or promotional opportunities near their location such as Beauty Events, Fur Caravans, Friends and Family Sales, Designer or Brand Specific Trunk Shows, etc.

• Taking in-bound sales and care calls for all divisions and brands supported by Neiman Marcus Direct (NMD).
• Maintained a high level of product knowledge to provide accurate information and support to customers.
• Built rapport with customers through active listening and empathetic responses, fostering positive relationships.