Lance English
Summary
Hardworking and passionate in customer experience. Knowledgeable about sampling and testing procedures in fast pace environments. Leverages a practical and efficient approach to multi-tasking, achieving targets and integrate new ideas within existing processes and procedures. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently with willingness to escalate critical issues. Ready to apply 9+ years of experience to meet employer objectives and contribute to the smooth functioning of the business.
Overview
10
10
years of professional experience
Work History
Senior Customer Advocate
Purple Carrot
01.2022 - 07.2023
- Provide elevated customer service via chat, email, phone, SMS and social media.
- Mentor junior team members and provide training on best practices and new procedures.
- Hit KPI targets and goals for all assigned support channels, while maintaining personal and attentive communication with customers.
- Collaborated with cross-functional teams to provide timely and accurate responses to customer inquiries.
- Track customer issues on various platforms and report trending feedback to supervisor/specific operations channel.
- Take on additional responsibilities and projects as needed.
- Responsible for handling merchandise inquiries outside of original tasks.
- Collecting and analyzing customer data to improve business processes.
Senior Quality Assurance Specialist/Customer Care/Food Safety Specialist
HelloFresh
03.2016 - 06.2021
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Implemented new quality assurance and customer service standards.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Conducted collaboration meetings to align new quality expectations and procedures.
- Communicated and accurately reported customer food safety complaints to eliminate future issues and maintain legal security.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
Sales Associate/Visual Merchandiser Lead
H&M
05.2015 - 03.2016
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Created interior displays to promote products in alignment with corporate sales objectives.
- Enhanced overall store appearance by applying careful consideration to product and display locations.
- Scheduled workers and delegated assignments to effectively meet expected customer and business demands.
- Trained and oriented associates to maximize team performance.
Customer Care Representative
UPS
12.2014 - 05.2015
- Answering phone calls from inquiring guests, employees and others.
- Accepts cash, checks, or bankcards for payment; completes check and bankcard transactions according to established procedure.
- Executed job tasks in fast-paced environment, that involves continual lifting, lowering and sliding packages that typically weigh 25 - 70 lbs.
- Placing orders via phone, logging data into computers, and appointed to train new hires.
- Used automated mail processing equipment to sort and collate mail.
Sales Associate/Team Lead
Funplex Theme Park
08.2013 - 05.2015
- Monitored workers for performance, professionalism and service quality.
- Trained workers in service policies, safety requirements and specifics of activities.
- Oversaw team of workers expertly supporting guests and promoting loyalty program offerings and increased sales by 12%.
- Assigned schedules and specific tasks to workers for optimal coverage.
- Issued tickets to customers and collected payment and fees for desired services.
- Trained, coached, and mentored new sales associates for maximum performance.
- Leveraged POS system to sell tickets, passes, food and retail items.
Education
Bachelor of Arts - Business Management
Berkeley College
Newark, NJAssociate of Arts - Liberal Arts And General Studies
Essex County College
Newark, NJHigh School Diploma -
Orange High School
Orange, NJSkills
- Leadership Skills
- Mentorship and coaching
- Excel
- Microsoft word
- High-Volume Environments
Languages
Arabic
Timeline
Senior Customer Advocate
Purple Carrot
01.2022 - 07.2023
Senior Quality Assurance Specialist/Customer Care/Food Safety Specialist
HelloFresh
03.2016 - 06.2021
Sales Associate/Visual Merchandiser Lead
H&M
05.2015 - 03.2016
Customer Care Representative
UPS
12.2014 - 05.2015
Sales Associate/Team Lead
Funplex Theme Park
08.2013 - 05.2015
Bachelor of Arts - Business Management
Berkeley College
Associate of Arts - Liberal Arts And General Studies
Essex County College
High School Diploma -
Orange High School
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