Krista Gilliam
Corning,NY
Summary
An analytical, team-driven professional with a 16 year background in education, and a 3+ year background in eCommerce, Logistics and Supply Chain Management. Thrives when challenged with the opportunity to analyze daily workloads and use critical thinking skills to streamline processes to provide the best customer and supplier experience. Well-versed in collaborating with employees and leaders to resolve procedural problems that may be negatively affecting business operations or customer experience.
Overview
19
19
years of professional experience
Work History
Replacement Parts Operations Performance Manager
Wayfair
03.2023 - 03.2024
- Work cross-functionally between suppliers and customers to arrive at a satisfactory resolution with replacement parts
- Documented and maintained information on suppliers that are not following guidelines for escalation purposes
- Maintained a high level of customer satisfaction through written and verbal communication skills
- Perform upwards of 50 calls and additional emails to customers per week
- Utilize internal software systems to navigate technical issues and assist suppliers to be successful in fulfilling obligations
- Drive engagement and SOP-alignment via slack interactions with team members.
Replacement Parts Performance Pilot
Wayfair
11.2023 - 01.2024
- Collaborated with suppliers via phone and video chat daily to improve Replacement Parts Performance
- Lowered replacement parts cancellation rates an average of 26% in 2 months time by troubleshooting, coaching and guidance
- Analyzed data spreadsheets to determine causes for poor performance and coached manufacturers accordingly
- Provided regular upward feedback on how to improve the pilot program and systems to assist in future operations
- Utilized Google Big Query to pull supplier data for review and analysis.
Senior Service Consultant
Wayfair
10.2020 - 03.2023
- Daily communication with an average of 50+ customer connections through various channels, including the need to retrieve customer data, manage accounts, provide billing and financial invoices, and ensuring a high level of customer care
- Maintained a high level of professionalism when dealing with difficult situations
- Handles customer complaints and inquiries in a courteous and efficient manner
- Analyzed customer feedback surveys to identify areas of improvement in the customer service department
- Assisted with external and internal quality assurance of small parcel and freight related shipments to verify ship status, assist in scheduling/rescheduling deliveries, and additional troubleshooting
- Awarded Consultant of the Year for 2021
- Received Employee of the Month for June 2022 and September 2022
- Glass Lamp Award in Spring 2023
- Consistently in the top 5 performers in my department, with several quarters as the top performer overall.
- Completed Leadership Exploration Training and additional trainings/courses to become a member of management
- Mentored junior consultants to develop their skills, fostering a positive work environment that encouraged growth and development.
Lead Teacher
Corning Children's Center
10.2004 - 09.2020
- Team Leader
- Oversaw Four Staff Daily
- Organizational Skills
- Records Maintenance
- ECERS/ITERS trained
- Computer Skills
- Lesson Planning
- Daily Customer Service & Support
- Dependable
- Received the Terri Lynne Lokoff Children's TYLENOL, Children's ZYRTEC National Child Care Teacher Award for Soundscape Musical Garden Project.
Education
Associate in Human Services -
Corning Community College
Corning, NY05.2007
Skills
- Microsoft Office
- Customer Support
- Communication Skills
- Active Listening
- Management Experience
- Problem Resolution
- Live Chat
- Supply Chain
- Help Desk
- Account Management
- Data Analysis
- Google Suite
- Customer Focus
- Performance Analysis
- Data Interpretation
- Flexible and Adaptable
- Attention to Detail
- Time Management
- Training and Onboarding New and Offshore Agents
- Supplier Management
- Project management
- Coaching and Mentoring
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Replacement Parts Performance Pilot
Wayfair
11.2023 - 01.2024
Replacement Parts Operations Performance Manager
Wayfair
03.2023 - 03.2024
Senior Service Consultant
Wayfair
10.2020 - 03.2023
Lead Teacher
Corning Children's Center
10.2004 - 09.2020
Associate in Human Services -
Corning Community College
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