JUDITH BARATTA
Winter Haven,FL
Summary
Customer Experience Manager offering 13-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
19
19
years of professional experience
Work History
Customer Experience Manager
BARNES & NOBLE
03.2011 - Current
- Serve as the key go to person for policy, procedures, process questions.
- Enhanced team performance with regular coaching sessions focused on empathy and problem-solving skills in customer interactions.
- Conducted regular performance reviews with team. members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Run bi-monthly and monthly reports showing QA scores for our contact center.
- Attend weekly conference calls to discuss Quality, Handle Time, and CSAT from our Vendor sites.
- Calibrate on customer interactions with our vendors on a weekly basis.
- Partner with training to make sure that all processes are clear and any necessary changes are updated.
- Partnered with managers and supervisors to make a better process flow for customer service.
- Consistently offer suggestion for articles to add into Knowledge Base.
- Provided detailed monthly departmental reports and updates to senior management.
- Resolved customer questions, issues and complaints.
- Provide a root cause for Corporate complaints by summarizing customer interactions.
- Developed effective relationships with all call center departments through clear communication.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Organized quarterly workshops for continuous skill development among team members, promoting a culture of excellence in customer service delivery.
- Designed and executed customer satisfaction surveys to gather actionable insights, leading to targeted service enhancements.
- Analyzed customer feedback data to identify trends and areas for improvement.
Quality Assurance Supervisor
Barnes & Noble
11.2005 - 03.2011
- Maintained comprehensive documentation of QA activities, supporting effective communication between departments and facilitating process improvements.
- Collaborated with cross-functional teams to drive continuous improvement initiatives throughout the organization.
- Oversaw onboarding and training of new employees to promote qualified and well-coordinated quality assurance team.
- Enhanced team performance by providing regular training, feedback, and guidance to Quality Assurance staff.
- Served as a key liaison between Quality Assurance and other departments, facilitating collaborative efforts that led to increased product consistency and customer satisfaction.
- Promoted a positive work environment by fostering open communication, recognizing individual achievements, and supporting teamwork within the Quality Assurance department.
- Applied coaching techniques and tools to support managers and team members in improving performance.
Education
High School Diploma -
Emerson High School
Union City, NJSkills
- Microsoft Office
- Five9
- Zendesk
- Process improvement strategies
- Analytical problem solver
- Skilled multi-tasker
- Team management
- Meticulous attention to detail
- Employee training and development
- Focused on customer satisfaction
- Deadline-oriented
- Cross-functional team management
- Cross-Functional Collaboration
- Voice of Customer Analysis
- Performance Evaluations
- Problem-Solving
Languages
Spanish
Native or Bilingual
Timeline
Customer Experience Manager
BARNES & NOBLE
03.2011 - Current
Quality Assurance Supervisor
Barnes & Noble
11.2005 - 03.2011
High School Diploma -
Emerson High School