Faith Ford

Customer Success associate who launched and scaled the first Customer Success department at BBQGrills.com, transforming reactive support into a proactive, retention-driven function. Increased customer retention by 80% through structured engagement strategies, white-glove service standards, and cross-functional operational alignment. Experienced in overseeing full order lifecycle management through CRM and proprietary systems while mentoring team members and improving cross-department workflows. Proven ability to drive customer loyalty, reduce losses, and enhance lifetime value in fast-paced eCommerce environments.

• Launched and led the company’s first Customer Success Department, transforming the organization from reactive support to a proactive retention-focused model.

• Enhanced customer retention by implementing structured post-purchase engagement strategies and personalized outreach initiatives.

• Developed and executed a communication strategy ensuring 100% of buyers received personal follow-up within 2–3 days of purchase, reducing escalations and cancellations.

• Oversaw all customer orders through HubSpot CRM and a proprietary backend system, identifying fulfillment risks before customer impact.

• Partnered cross-functionally with Fulfillment, Logistics, Vendors and Executive Leadership to resolve delivery challenges and reduce refund losses.

• Delivered white-glove service to high-value customers, converting potential cancellations into repeat business.

• Mentored and trained team members transitioning into Customer Success roles, strengthening alignment between Customer Success, Customer Service, and Operations.

• Managed 80+ daily customer interactions via phone, email, and live chat while maintaining high satisfaction standards.

Tools & Systems:

HubSpot CRM | Slack | RingCentral | Gmail | Google Workspace | Proprietary Order Management System

Key Achievements:

• Increased customer retention by 80% within the first year by implementing proactive outreach, structured follow-ups, and white-glove service standards.
• Reduced refund losses and cancellations by identifying delivery risks early and coordinating cross-functionally before customer impact.
• Decreased customer escalations and inbound issue volume within 60 days of launching the Customer Success department.
• Built and scaled the company’s first Customer Success function, establishing workflows, KPIs, and service benchmarks adopted across teams.
• Improved cross-department efficiency by aligning Customer Success, Fulfillment, and Operations, shortening resolution times and improving communication transparency.
• Converted high-risk cancellations into repeat customers, directly contributing to increased lifetime value.

Served as a Content Moderator responsible for reviewing and managing user-generated content on the TikTok platform to ensure strict compliance with Community Guidelines, copyright regulations, and internal policy standards. Contributed to maintaining platform integrity, user safety, and brand protection by identifying and addressing harmful, fraudulent, or policy-violating content. Played a critical role in safeguarding vulnerable audiences, including minors, while supporting a safe and trusted digital environment.

• Conducted comprehensive reviews of TikTok posts, comments, videos, livestreams, and other user-generated content to ensure adherence to platform standards and applicable legal requirements.
• Identified, evaluated, and removed content involving hate speech, harassment, violence, scams, misinformation, intellectual property violations, and explicit material.
• Applied cultural sensitivity and regional context awareness to ensure fair, consistent, and unbiased moderation decisions.
• Managed user reports, appeals, and escalations in accordance with established service level agreements (SLAs) and internal escalation protocols.
• Maintained accurate documentation of moderation decisions, enforcement actions, and emerging content trends to support quality assurance and audit processes.
• Collaborated cross-functionally with Legal, Policy, Trust & Safety, and Operations teams to provide insights on risk patterns, emerging threats, and enforcement improvements.
• Contributed to the continuous enhancement of moderation workflows, enforcement guidelines, and operational tools to improve efficiency, accuracy, and consistency.
• Remained informed of evolving social media trends, regulatory updates, and digital safety best practices relevant to the TikTok platform.
• Demonstrated professionalism and resilience while handling sensitive or disturbing content, maintaining performance standards and personal well-being.

Tools and systems:

• Internal moderation and case management systems
• Content review dashboards and enforcement tools
• CRM and ticketing platforms for escalations
• Quality assurance tracking systems
• Microsoft Office Suite (Excel, Outlook, Teams)

Key achievements:

• Consistently met or exceeded daily content review targets while maintaining high accuracy and quality scores.
• Contributed actionable insights that supported updates to moderation workflows and policy clarifications.
• Maintained strong adherence to SLAs, reducing backlog and improving response times for user reports.
• Demonstrated resilience and professionalism while reviewing sensitive content, sustaining performance metrics in a high-volume environment.

Delivered exceptional front-line customer service in a high-traffic entertainment environment, ensuring a seamless and engaging movie-going experience for all guests. Served as a knowledgeable and professional brand representative, providing accurate information, resolving concerns efficiently, and upholding Regal’s standards for hospitality and operational excellence.

• Greeted guests and processed ticket sales, exchanges, and refunds with a high degree of accuracy and efficiency.
• Communicated showtimes, seating availability, promotions, and special events clearly to support informed guest decisions.
• Addressed customer inquiries and resolved service concerns promptly, maintaining professionalism and a solution-oriented approach.
• Promoted loyalty programs, memberships, and concession offerings to enhance guest engagement and contribute to revenue growth.
• Maintained a clean, organized, and welcoming box office and lobby environment in accordance with company standards.
• Operated point-of-sale (POS) and ticketing systems accurately, ensuring secure cash handling and transaction integrity.
• Assisted with crowd management and guest flow during peak hours, premieres, and special events to maintain safety and efficiency.
• Remained knowledgeable about current and upcoming film releases, promotions, and company initiatives to provide timely and accurate information.
• Enforced company policies regarding age restrictions, prohibited items, and guest conduct to ensure a safe, compliant, and enjoyable atmosphere for all patrons.

Tools and systems:

• Point-of-Sale (POS) systems
• Ticketing and seat management software
• Cash handling and reconciliation systems
• Regal Crown Club loyalty program platform
• Microsoft Office (basic reporting and communication)

Key achievements:

• Consistently delivered high levels of customer satisfaction in a high-volume setting.
• Contributed to increased concession and loyalty program enrollments through proactive guest engagement.
• Recognized for reliability and ability to maintain efficiency during peak hours, premieres, and special events.
• Maintained accuracy in cash handling and transaction processing with minimal discrepancies.

Results-driven retail professional delivering exceptional guest service in a high-volume, fast-paced environment. Demonstrated strong operational expertise, transaction accuracy, and customer engagement skills while supporting sales performance, brand standards, and store compliance initiatives. Recognized for professionalism, adaptability, and a consistent commitment to enhancing the overall guest experience.

Served as a key front-end team member responsible for ensuring seamless checkout operations, resolving guest concerns with efficiency and professionalism, and supporting store-wide performance objectives. Actively contributed to sales growth initiatives, loyalty program expansion, and operational efficiency while upholding Target’s standards for service excellence, safety, and regulatory compliance.

• Delivered proactive, guest-focused service by greeting customers, identifying needs, and providing accurate product, promotion, and policy information.
• Executed high-volume transactions, including purchases, returns, exchanges, and price adjustments, with strong attention to detail and accuracy.
• Promoted and enrolled guests in Target Circle and RedCard programs, effectively communicating benefits to drive customer retention and sales performance.
• Resolved complex guest concerns, applying conflict-resolution and problem-solving skills to ensure satisfaction and brand loyalty.
• Supported self-checkout operations by assisting guests with system troubleshooting, monitoring for shrink, and ensuring smooth transaction flow.
• Maintained compliance with company policies related to cash handling, loss prevention, fraud detection, safety procedures, and data security.
• Assisted in merchandising activities, including restocking, inventory verification, price audits, and maintaining visually appealing sales floor presentation.
• Collaborated cross-functionally with leadership and team members to achieve daily performance metrics, reduce wait times, and optimize operational workflow.
• Adapted quickly during peak seasons, promotional events, and high-traffic periods to maintain service efficiency and operational stability.

Tools and systems:

• Point-of-Sale (POS) systems and self-checkout platforms
• Target Circle and RedCard enrollment systems
• Handheld RF/Zebra inventory scanners
• Inventory management and stock replenishment systems
• Cash reconciliation and loss prevention tracking systems
• Microsoft Office Suite (Outlook, Excel, Teams)

Key achievements:

• Consistently met or exceeded daily transaction accuracy and customer service performance metrics.
• Contributed to increased loyalty program participation through proactive guest engagement and effective product knowledge.
• Maintained high standards of cash handling accuracy with minimal discrepancies.
• Recognized for reliability, teamwork, and ability to perform under pressure during peak retail periods.
• Supported store operational goals by reducing checkout wait times and maintaining a well-organized front-end environment.