Denise Graynor

• Supervised team of 7; 5 customer service agents, and 2 Operations Coordinators
• Decreased the average response time from 24 hours to under 1 hour.
• Cut resolution time to under 9 hours from 2 days
• Developed an efficient onboarding process for seamless cross-functional integration
• Developed and maintained healthy partner relationships by setting clear expectations, open path of communication, and building out wants and needs within a reasonable timeline.
• Executed complete delivery checks and claim filings through efficient logistics reporting
• Cut fulfillment time drastically from over 4 days to under 1 day
• Supervised five store managers across DC, FL, NJ, and MA, including payroll, benefits, and all other HR duties.
• Conducted full-cycle hiring processes for store staff.

• Managed a team of 11, including a manager and supervisor (hired 5 of the 11 agents).
• Created and improved standard operating procedures that were also used cross-functionally (sales, BI, operations).
• Process payroll, benefits, insurance, and PTO.
• Configured and introduced CRM software for email and phone management, enabling accurate reporting and enhanced productivity.
• Collaborated with Marketing to build our brand voice and to ensure consistency throughout different channels and platforms.

• Supervised and built a team from 3 to 14 Member Experience agents, which is now the biggest team in the company, for a 55,000-member wine club.
• Elevated to leadership role in customer service after 8 months
• Implemented new 3PL warehouse and management system after compiling pain points and user feedback
• Built and managed the Wine Concierge Team, consisting of WSET-trained (wine certification) reps who assisted club members and educated internal teams, improving retention and customer satisfaction.
• Collaborated with Head Winemaker and Creative Director to maintain MX brand alignment for club wines communication
• Collaborated with Co-Founder and VP of Engineering to build workflow automations for the team.
• Reduced response time from 47 hours to 10 hours within one week
• Achieved an extra $160k per year with effective inbound sales implementation

Member Experience Specialist
• Managed 120-140 tickets per day through phone, email, and live chat.
• Consistently achieved a 97% customer satisfaction rating.
• Spearheaded creation and implementation of Zendesk training leveraging expertise from Blue Apron
• Introduced and implemented new methods to enhance team efficiency.
• Handled dispute submissions through Stripe efficiently
• Implemented changes to prevent future returns

• Achieved the highest score in customer satisfaction among new hires
• CX Culinary Team fielded questions about food compliance, ingredient swaps, or culinary techniques.
• Collaborated with Packaging Development Team to enhance packaging solutions for spices, liquids, and sauces
• Chosen by the Director of Customer Service to work with our Data Analytics team to improve retention.
• Contacted high-value clients pre-holiday season to extend a Blue Apron gift offer

• Verified invoice details for accuracy before payment processing
• Maintained vendor files, ensuring all documents were up-to-date and accurate.
• Assisted with internal and external audits as needed, providing requested documentation promptly.
• Communicated regularly with vendors via phone, email, or mail regarding invoice inquiries or payment requests.
• Monitored cash flow to ensure sufficient funds are available for payment obligations.
• Developed strong relationships with vendors through excellent customer service skills.
• Reconciled vendor accounts on a monthly basis.
• Prepared checks for vendors in a timely manner.
• Assisted with month-end close process by preparing accruals and other related tasks.

• Reported progress of defectives testing to the Head of Engineering and the Head of Product.
• Ensured that all necessary records were accurately maintained and updated as needed.
• Documented any deviations from standard operating procedures during inspections.
• Identified quality problems and recommended solutions.
• Collaborated with other departments to resolve product discrepancies.
• Worked cross-functionally with inside and outside sales, customer service, product, and engineering.
• Handled all consumer inquiries and replacement orders for defective/damaged product.