Senior Service Associate with strong knowledge of Wayfair policies and procedures
Strong time management skills & the ability to multitask between several workflows at once
Proven ability to stay on task through the entire workday as demonstrated by consistent ability to meet adherence and NRT targets
Strong written and oral communication skills
Strong desire to assist high-end customers and resolve customer concerns with empathy
Problem-solving mindset
Been nominated for Glass Lamp award on several occasions
Led team huddles
Presented during Team Huddles on Core KPI's
Posted Team CSAT's & Handle Times
Received Numerous Rec Wall Posts from Managers and Peers
In Past Positions:
Named Sales Person of The Year (Awarded a Rolex)
Named Sales Person of the Quarter Multiple Times
Named Sales Person of the Month Multiple Times
Awarded Top Lister and Top Producer Awards in Real Estate
Million-Dollar Producer Award
Overview
27
27
years of professional experience
Work History
Service Senior Associate-Canada
Wayfair
04.2022 - Current
Managed customer relations through communication and helpful interactions.
Service Wayfair customers by responding to customer calls & emails requests for assistance with post-order issues (returns, replacements, refunds, delivery status, back-ordered items, small & large parcels inquiries, open mattress returns, B2B customer issues)
Identify areas of improvement and convey trends in customer calls to leadership
Navigate multiple software applications and technologies simultaneously
Use conflict management skills and maintain high degree of professionalism
Boosted overall team morale by creating a positive work environment & encouraging open communication channels among colleagues.
Independent Contractor/Driver
Uber
11.2018 - Current
Safely and efficiently delivered multiple passengers & food deliveries daily.
Demonstrated proficiency in navigation, utilizing GPS and other routing apps to determine best routes.
Maintained clean and safe vehicle to enhance passenger experience.
Consistently received high ratings from passengers for excellent service.
Service Associate-Canada
Wayfair
10.2021 - 04.2022
Managed customer relations through communication and helpful interactions.
Service Wayfair customers by responding to customer calls and emails requests for assistance with post-order issues (returns, replacements, refunds, delivery status, back-ordered items)
Exceed customer satisfaction, efficiency metrics, and issue resolution targets
Identify areas of improvement and convey trends in customer calls to leadership
Navigate multiple software applications and technologies simultaneously
Use conflict management skills and maintain high degree of professionalism
Boosted overall team morale by creating positive work environment and encouraging open communication channels among colleagues.
Owner
Ebay.com
03.2014 - 12.2018
Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
Evaluated industry competition regularly to maintain competitive advantage in the marketplace.
Conducted target market research to discover customer needs and analyze competitor trends.
Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
Sourced and photograph items, post listings, optimize listings for SEO
Package and ship items domestically and internationally
Inventory Management
All the daily operations of the business (products, financials, shipping, billing, customer service & correspondence)
Director
Global Demand Publishing
06.1997 - 03.2014
Managed sales, marketing and customer account operations efficiently.
Implemented business strategies, increasing revenue, and effectively targeting new markets.
Leveraged professional networks and industry knowledge to strengthen client relationships.
Interviewed Top Executives of Fortune 500 companies in over 180 countries
Helped to build start up into publicly traded company
Managed team of 8-15 staff in a call center environment (interviewing, exit-interviews, coaching, performance evaluations, metrics analysis)