Summary
Overview
Work History
Education
Timeline
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Lesly Smith

Wylie

Summary

Quick learner with strong work ethic, able to multitask and work independently or in teams. Self-motivated, goal-oriented, and skilled at building effective working relationships.

Overview

25
25
years of professional experience

Work History

Team Manager: Brand Bergdorf Goodman

Bergdorf Goodman
04.2022 - 04.2025
  • Partner with Bergdorf Goodman and Neiman Marcus executives and key stakeholders to align innovation efforts with broader business strategy. Manage and mentor a Remote Team of specialists for the Bergdorf Goodman inbound contacts fostering collaboration and creative problem-solving via phone, chat and email communication. Identify trends, technologies, and practices that could offer competitive advantages in luxury retail. Quality Monitoring by auditing associate interactions to ensure high service quality and adherence to regulatory communication through weekly monitoring and biweekly call calibration.

Team Manager : Brands: Neiman Marcus, Horchow

Neiman Marcus Direct
07.2017 - 03.2022
  • Lead, coach, and motivate a team of 10-20 customer care representatives to deliver exceptional service. Set performance goals and conduct weekly one-on-one meetings, feedback sessions, and monthly performance reviews. Hire and identify training needs and coordinate ongoing development opportunities. Collaborate with Workforce Management (WFM) and other departments meet daily service level targets. Implement and refine customer service policies, procedures, and tools to increase efficiency through bi-weekly Call Calibration. Run Team contest to promote employee engagement. Work with customer care team and other departments such as IT, Workforce and Quality Assurance Team to ensure one message. Manage associate and corporate escalations between Neiman Marcus Store and Online organization.

Workforce Management Team Manager

Neiman Marcus Direct
06.2013 - 07.2017
  • Develop, maintain, and adjust short-term and long-term forecasts for call volumes, staffing needs, and workload distribution. Create and manage schedules for Neiman Marcus, Horchow, Bergdorf Goodman for voice, email and chat to ensure adequate coverage across all shifts. Monitor real-time queue performance and adherence to schedules; make intraday adjustments as needed. Analyze and report on workforce metrics including shrinkage, occupancy, service levels, and productivity.

Team Manager

Neiman Marcus Direct
04.2007 - 06.2013
  • Lead, coach, and motivate a team of 10-20 customer care representatives to deliver exceptional service. Set performance goals and conduct weekly one-on-one meetings, feedback sessions, and monthly performance reviews. Identify training needs and coordinate ongoing development opportunities. Collaborate with Workforce Management (WFM) and other departments meet daily service level targets. Implement and refine customer service policies, procedures, and tools to increase efficiency through bi-weekly Call Calibration. Work with customer care team and other departments such as IT, Workforce and Quality Assurance Team to ensure one message.

Workforce Management / Operations Support Associate

Neiman Marcus
07.2004 - 04.2007
  • Maintain daily operations of Call Center with the use of Avaya Supervisor & Total View Workforce Manager Statistics. Monitor and maintain associate and customer needs through the Assist Line and the Operations Support Desk. Facilitate and ensure beginning to end order fulfillment for the Neiman Marcus Direct Bridal Registry orders between Online and all 30+ Neiman Marcus Stores.

Customer Service Specialist

Neiman Marcus
07.2000 - 07.2004
  • Respond promptly and professionally to customer inquiries via inbound contacts by phone, email, or chat in LivePerson. Resolve product or service problems by clarifying issues, determining the cause, and finding solutions. Maintain accurate customer records and document interactions using CMOS.

Education

Bachelor of Business Administration - Marketing

University of North Texas
Denton, TX

Timeline

Team Manager: Brand Bergdorf Goodman

Bergdorf Goodman
04.2022 - 04.2025

Team Manager : Brands: Neiman Marcus, Horchow

Neiman Marcus Direct
07.2017 - 03.2022

Workforce Management Team Manager

Neiman Marcus Direct
06.2013 - 07.2017

Team Manager

Neiman Marcus Direct
04.2007 - 06.2013

Workforce Management / Operations Support Associate

Neiman Marcus
07.2004 - 04.2007

Customer Service Specialist

Neiman Marcus
07.2000 - 07.2004

Bachelor of Business Administration - Marketing

University of North Texas

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Lesly Smith