Devin Slack
Jersey City ,New Jersey
Summary
New York based Customer Experience specialist with extensive background in both brick and mortar and eCommerce environments.
Focused on the end user, and exploring new ground to break in an Startup environment, continuing to build on skills and value achieved through over a decade of Customer Experience specialization.
Overview
13
13
years of professional experience
Work History
Senior Associate, Customer Experience- Orders Management
Plated.com
New York City, New York
05.2015 - Current
Sole Project owner in recruiting and engaging group of 150 customers through use of Dscout, an online tool used to deliver quantifiable data through a social platform. (text, photos, videos, etc) This has been incredibly beneficial in providing real world feedback to Culinary, Product, User Experience and Customer Experience team.
Partnered with Product, Legal, and Finance to round-table fraud identification and prevention. Set goals for prioritization of back end card verification in order to best support the company both financially as well as legally.
Responsible for chargeback dispute/resolution and working closely with CFO to add new tools facilitating that end. Analysis and resolution through several portals under each of the major Credit Card companies (Visa, Mastercard, AmEx, Discover etc).
Resource for CSRs with payment processing inquiries (authorize.net) given to leads in order to handle escalated billing concerns.
Utilized database software to identify non target customers who cancel prior to the delivery of their first box. This has been vital in boosting retention.
Various projects surrounding UX, retention, Finance as well as HR. (training videos for benefit enrollment, End user testing, creating feedback loops from end user to User Experience Team)
Customer Experience Associate
Plated.com
New York City, New York
05.2014 - 05.2015
Served customers by providing product and service information.
Resolved product and service problems encountered when using the Plated website/service.
Logged and managed customer experience-related issues.
Fielded customer's complaints, feedback or suggestions and relayed/escalated to the appropriate team when necessary.
Technician
Apple
Rockaway, NJ/ Rancho Cucamonga, California and SoHo,NYC, NYC
03.2011 - 05.2014
Resolved Customer concerns and technical issues through diagnostic triage and repair.
Trainer in iLife suite in video & music production, photography editing, as well as leading workshops on Apple Specific software.
Technician administrative duties include: processing repair notes, escalation of customer concerns, as well as speedy repair on high end electronics.
Sales support during product launch as well as mentor to new hires in the Organization.
Education
High School Diploma -
Morris County School of Technology
2007
Skills
- Building a sense of culture through team building activities and initiatives
- Training a customer base on how to make the most of the intimate nature of human experience by using technology to facilitate that end
- I wear many hats! From CSR to Brand ambassador to new hire mentor I drive my performance through the passions I have for both the brand I seek to work for as well as the interactions I have with customers and guests
- Currently working toward expanding technical skill set through boot camp classes in SQL and web design
Accomplishments
-Developed and facilitated a 7 business day training syllabus for an outsourced CX team in Denver, Colorado which has drastically increased our response rate as well as CSATS as early as week one of live production. These materials will be used for all new Campus hires during the on boarding process.
-Integral in building one of the strongest teams in the World in Customer service.
-At the time, my team sat 2nd in the world in Customer satisfaction in all Apple Stores.
-Multiple awards in Customer satisfaction while maintaining a high number of sessions delivered per hour proves ability to provide timely, customer focused support.
Timeline
Senior Associate, Customer Experience- Orders Management
Plated.com
05.2015 - Current
Customer Experience Associate
Plated.com
05.2014 - 05.2015
Technician
Apple
03.2011 - 05.2014
High School Diploma -
Morris County School of Technology