Denise Graynor
Summary
Results-driven Senior Customer Service Manager with over a decade of experience building and leading high-performing teams while strengthening partner relationships. Expert in data-driven decision making, with a focus on improving user experience (UI/UX) and collaborating cross-functionally with sales, engineering, and marketing to exceed company objectives. Skilled in full-cycle recruitment, developing SOPs, and creating effective training programs. A creative problem solver with excellent time management and leadership by example, committed to fostering positive environments that drive customer satisfaction and business success.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Head of Partner Success
Swigg, LLC (Coasters)
New York, NY
03.2021 - 05.2024
- Supervised team of 5 customer service agents, an Order Operations Coordinator, and an Inventory Operations Coordinator
- Decreased 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.
Senior Customer Service Manager
ABC Carpet & Home
New York City, NY
09.2020 - 10.2021
- Departed amidst company's Chapter 11 filing
- Provided leadership, guidance and support to customer service representatives.
- Developed and implemented customer service policies and procedures.
- Resolved escalated customer complaints in a timely manner.
Member Experience Manager
Penrose Hill, Ltd.
03.2018 - 01.2020
- Elevated to leadership role in customer service after 8 months- opted not to relocate with company's move to Napa, CA
- 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.
- 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
Penrose Hill, Ltd.
06.2017 - 02.2018
- 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
Customer Experience
Blue Apron
05.2016 - 05.2017
- Did not participate in departmental move to Austin, TX.
- 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
- Organized cultural activities for a team of 80 to enhance the employee experience.
Accounts Payable
Fidelity Paper & Supply Co
01.2015 - 05.2016
- 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.
Returned Goods and Quality Control Associate
MaxLite
09.2011 - 01.2015
- 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.
Education
B.A - Fine Arts/Art History
The College of Saint Elizabeth
Morristown, NJSkills
- Talent Recruitment
- Strategic Planning
- Company processes and procedures
- Operations Management
- Performance Analysis
- Customer Relationship Building
- Establishing Effective Relationships
- Creative and Critical Thinking
- Judgement and Decision Making
- Conflict Resolution
- Collaborator
Certification
- Harvard Business School- Business Analytics Certification
Timeline
Head of Partner Success
Swigg, LLC (Coasters)
03.2021 - 05.2024
Senior Customer Service Manager
ABC Carpet & Home
09.2020 - 10.2021
Member Experience Manager
Penrose Hill, Ltd.
03.2018 - 01.2020
Member Experience Specialist
Penrose Hill, Ltd.
06.2017 - 02.2018
Customer Experience
Blue Apron
05.2016 - 05.2017
Accounts Payable
Fidelity Paper & Supply Co
01.2015 - 05.2016
Returned Goods and Quality Control Associate
MaxLite
09.2011 - 01.2015
- Harvard Business School- Business Analytics Certification
B.A - Fine Arts/Art History
The College of Saint Elizabeth