ELENA COLAIANNI
Muskego
Summary
Customer Experience Professional experienced in delivering exceptional service and achieving high-impact engagement. Developed and executed strategies that enhanced loyalty programs and improved team performance in dynamic environments. Focused on fostering collaboration, managing stakeholders, and ensuring customer satisfaction.
Overview
19
19
years of professional experience
Work History
Sales Support Representative
HENRY SCHEIN DENTAL
05.2022 - Current
- Helped drive the continued growth of the Thrive program, contributing to 4,417 net-new member enrollments (7,558 total), $5.7M in recurring membership revenue, and approximately $87M in annual merchandise sales
- Quickly became the trusted, go-to expert for Henry Schein's flagship Thrive loyalty program — the person colleagues across the national sales organization call first because they know I'll dig in, figure it out, and get it done
- Managed accounts, resolved complex issues independently, and coordinated timely solutions while adapting to changes and ambiguity with a positive, can-do attitude
- Collaborated with Sales, Marketing, and Program Leadership to enhance sales enablement initiatives, drive member engagement efforts, and execute omnichannel campaigns
- Stepped into a high-urgency vacancy in April 2024 and rapidly mastered program nuances — demonstrating the self-motivation and fast learning that earned top-performer recognition within an already high-performing team
- Thrived in a fast-paced environment where the Thrive program was constantly evolving and growing — quickly adapting to new processes, tools, and priorities while keeping pace without missing a beat
- Empowered to make independent decisions in an autonomous, remote setting — translating program strategy into real action by owning outcomes end-to-end without waiting to be told what to do next
Customer Care Specialist
INPRO CORPORATION
Muskego
10.2016 - 05.2022
- Handled customer calls and emails regarding order status, clarifications, expected ship dates, shipping information, proof of delivery, lead times, and backordering
- Collaborated with departments to resolve complex customer issues, ensuring timely resolutions
- Coordinated with team of 3 to address escalated customer service issues including product returns, delivery issues, and product quality concerns
Comfort Coach / Call Center Representative
VERLO MATTRESS FACTORY
Greenfield
04.2015 - 10.2016
- Educated customers on product offerings and sales techniques, enhancing customer satisfaction and loyalty
- Resolved customer issues and managed calls from local customers and national service line, ensuring swift and effective service
Group Reservation Agent
WALT DISNEY WORLD
Orlando
01.2015 - 03.2015
- Delivered world-class Guest experiences while booking resort reservations for conferences — bringing the same genuine warmth and attention to detail that defines the Disney brand
- Reviewed contract terms to identify optimal booking options, utilizing sales-through-service techniques to enhance reservation experiences and promote theme park ticket add-ons
- Oversaw guest reservations process
Relief Front Desk Service Advisor (Front Desk Supervisor)
Pop Century & Grand Floridian Resorts
Lake Buena Vista
09.2010 - 01.2015
- Led front office team at resort with over 2,800 rooms, delivering first-line assistance for guest issues to enhance guest satisfaction
- Resolved complex challenges by aligning guest needs with company policies, improving overall guest experience
- Trained and supported cast members while facilitating new product rollouts to ensure seamless implementation and service delivery
Merchandise Coordinator
Magic Kingdom Fantasyland
Lake Buena Vista
09.2007 - 09.2010
- Monitored staffing to maintain high levels of guest service, contributing to operational excellence
- Trained Cast Members on "Disney Basics" to ensure consistent delivery of service standards
Education
Bachelor of Science - Business Administration / Marketing
Carroll University
Waukesha, WIAssociate's - Marketing
Waukesha County Technical College
Waukesha & Pewaukee, WISkills
- Sales Process Optimization
- Customer relationship management
- Salesforce & Power BI
- Process Improvement
- Cross-Functional Collaboration
- Stakeholder management
- Microsoft Office Suite
- Time management
- Remote teamwork
- Problem solving
- Critical thinking
- Cross-functional collaboration
- Remote teamwork
Timeline
Sales Support Representative
HENRY SCHEIN DENTAL
05.2022 - Current
Customer Care Specialist
INPRO CORPORATION
10.2016 - 05.2022
Comfort Coach / Call Center Representative
VERLO MATTRESS FACTORY
04.2015 - 10.2016
Group Reservation Agent
WALT DISNEY WORLD
01.2015 - 03.2015
Relief Front Desk Service Advisor (Front Desk Supervisor)
Pop Century & Grand Floridian Resorts
09.2010 - 01.2015
Merchandise Coordinator
Magic Kingdom Fantasyland
09.2007 - 09.2010
Bachelor of Science - Business Administration / Marketing
Carroll University
Associate's - Marketing
Waukesha County Technical College