Laurie Bryan

Work History

Zappos

01.2014 - Current

Supervise teams of 20+ employees, promoting a positive work environment focused on teamwork and collaboration.
Resolve customer complaints while prioritizing customer satisfaction and loyalty through out of the box thinking.
Demonstrate strong organizational and time management skills while managing multiple projects.
Establish team priorities, maintained schedules and monitored performance.
Elevate team member quality expectations through mentoring and coaching.
Create an open and honest environment for team building and interactions.
Hire team members who met our core values and were ready to jump in to be customer obsessed.
Managed hiring process during remote work mandate.

Zappos

10.2012 - 12.2013

Balanced daily schedule responsibilities between Live Chat and Hot Seat roles.
Skilled at working independently and collaboratively in a team environment.
Partnered with Operations group to ensure team members were scheduled to assist customers promptly.
Established respect, friendliness and willingness to help wherever needed.
Monitored daily behaviors of team members and provided feedback when needed.
Managed time efficiently in order to complete all tasks within deadlines.

Zappos

05.2012 - 10.2012

Delivered the Zappos art of WOW on daily basis, doing whatever was needed to assist our customers.
Created unique customer experiences through personal emotional connections.
Determined best practices for customer escalations through empowerment.
Provided exceptional support to colleagues by sharing knowledge, offering assistance, and fostering teamwork.
Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
Immersed self in the culture to live and breathe the company core values.

Klutz

03.2008 - 07.2011

Exemplified the Klutz customer experience with excellent first rate service to our wholesale customer base.
Defined business practices under new operating systems.
Facilitated relationships with team members and Trade team in our Missouri offices.
Solved daily problems using creative thought processes.
Consistent open communication with team members to monitor accounts.
Established solid business relationships with all wholesale customers.
Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.

Klutz

01.2006 - 02.2008

Juggled the tasks and request of six Editors on a daily basis.
Organized editorial calendars to adhere to deadlines.
Introduced a system of organization by implementing budges and defining methods.
Maintained a comprehensive database of contributors, fostering strong relationships with photographers and models.
Assisted in coordinating photo shoots and recruiting models.
Directed product testing within and outside the company.

Klutz

01.2000 - 12.2005

Provided above and beyond customer service and created solutions for individual needs.
Increased sales revenue to an average of 20% each year by implementing effective direct sales strategies and fostering strong relationships with customers.
Generated reports needed for tracking internet and phone sales.
Updated web site daily with new products, press releases and special promotions.
Developed and distributed monthly email newsletter to customer database.
Resolved customer escalations through evaluation and good judgement.