Holly Stone
Los Angeles,CA
Summary
Delivering over 10 years of exceptional Customer Service while gaining Quality Assurance skills for a successful e-commerce company. By leveraging strong analytical skills, and effective communication abilities. Committed to delivering accurate reports, providing timely feedback, and fostering a culture of excellence within the organization.
Overview
10
10
years of professional experience
Work History
Quality Lead, Member Engagement
Dollar Shave Club
01.2019 - 11.2022
- Proficiently inputted relevant weekly QA report data to HQ scorecard documents, ensuring 100% accuracy and timely documentation of key metrics
- Proactively scheduled and facilitated calibration meetings to align team members’ understanding of QA requirements and foster consistency in evaluations
- Conducted monthly report analysis to monitor QA performance of Club Pro’s, ensuring adherence to target QA averages of 95%
- Promptly identified any performance below target threshold, pulling reports to detect trends and patters for swift feedback to the Pro and their Manager
- Implemented robust tracking mechanisms for Week Over Week CSAT reporting, enabling continuous monitoring of customer satisfaction levels and ensuring alignment with the organization’s goal of achieving a CSAT score of 100%
Club Pro, Member Engagement
Dollar Shave Club
11.2015 - 01.2019
- Actively engaged with DSC Members through omnichannel system, including email, Zendesk and live support channels, providing prompt and accurate responses to inquiries and effectively resolving issues 100% within required timeframe
- Collaborated with cross-functional teams to ensure seamless coordination and completion of tasks, fostering collaborative work environment focused on driving company-wide success
- Displayed a proactive attitude towards QA responsibilities, actively seeking out opportunities to contribute and taking initiative to drive process improvements
Cashier & Backup Bookkeeper
Sprouts Farmer Market
02.2013 - 11.2015
- Successfully trained as a versatile back-up bookkeeper, proficiently handling data entry tasks and paperwork related to financial transactions
- Supports the Human Resources department by accurately inputting employee information and assisting in the preparation of necessary paperwork
- Contributed to departmental efficiency by actively participating in scheduling activities, assisting with schedule creation and ensuring optimal staffing coverage
- Demonstrated strong communication skills by effectively managing phone calls, aiding and addressing inquiries from employees and store managers, fostering a positive and supportive work environment
Education
Business
GMAT
Online09.2017
High School Diploma -
Desert Ridge High School
Mesa, AZ08.2009
Skills
- CRM Platform, Zendesk
- Quality Assurance platforms, MaestroQA
- KPI's
- Excel, Microsoft office, Google Hangouts/Calendar
Timeline
Quality Lead, Member Engagement
Dollar Shave Club
01.2019 - 11.2022
Club Pro, Member Engagement
Dollar Shave Club
11.2015 - 01.2019
Cashier & Backup Bookkeeper
Sprouts Farmer Market
02.2013 - 11.2015
Business
GMAT
High School Diploma -
Desert Ridge High School
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