Tia Lewis
Oklahoma City,OK
Summary
Highly experienced and accomplished leader with 15+ years of supervising, training and coaching in customer service settings through multi-level brands. Highly capable of improving complex customer matters for better company optimization.
Overview
16
16
years of professional experience
Work History
Flex Supervisor-Temporary
Costco
08.2023 - Current
- Work alongside with Operations Supervisor in monitoring agent stats and metrics.
- Report directly to the Support Line Queue in order to assist and aid agents with problems and concerns.
- Help agents navigate their Costco Resources.
- Oversee escalations in order to provide members with fast and thorough resolutions to their issues.
- Submit daily Training Opportunities, POD Escalation Forms, QMs and Surveys.
Ecom T1 Agent
Costco
03.2023 - Current
- Answer inbound calls from members to help aid with online orders, deliveries, and answer questions about products and services.
- Adhere to company policies and scripts to consistently achieve call-time and quality standards.
- Deliver exceptional service to every member by leveraging extensive knowledge and creating welcoming, positive experiences.
- Boost member service satisfaction ratings through consistent quality control.
Assistant Store Manager-AGM
Gap, Inc.
08.2019 - Current
- Resolve customer concerns, and increase customer engagement to significantly raise customer satisfaction ratings.
- Screen, interview and hire new candidates through Workday.
- Supervise and evaluate staff, enabling them to improve skills, achieve daily objectives and attain advancement.
- Revise regular payroll submissions for employees.
- Review sales and gross profit margins to determine options for increasing market growth.
Assistant Store Manager
Athleta- Gap
09.2018 - 08.2019
- Supervised 20+ employees and operational task to foster optimal store performance
- Supported Store Manager with weekly store goals, set employee performance goals, and arranged training and onboarding structures
- Reported quarterly employee-performance results to determine strength areas & recruited prospective internal hires.
Store Manager
Francesca's Collections
02.2018 - 09.2018
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Approved regular payroll submissions for employees.
- New employee onboarding, product and customer satisfaction training.
Sales Representative
Conn’s Homeplus
06.2015 - 01.2016
- Managed over 30 customer calls per day.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Followed up with customers after completed sales to evaluate satisfaction and determine immediate service requirements.
Customer Experience Expert
Gap, Inc.
10.2007 - 06.2015
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Aided General Manager with daily operational tasks.
Education
Bachelor of Liberal Arts - Business & Sociology
The University of New Mexico
Albuquerque, NM05.2023
Skills
- Customer Retention
- Recruiting, Interviewing, and Onboarding through Taleo/Workday
- Conflict Resolution
- Payroll
- POS Systems
- Scheduling
- Retail Operations
Timeline
Flex Supervisor-Temporary
Costco
08.2023 - Current
Ecom T1 Agent
Costco
03.2023 - Current
Assistant Store Manager-AGM
Gap, Inc.
08.2019 - Current
Assistant Store Manager
Athleta- Gap
09.2018 - 08.2019
Store Manager
Francesca's Collections
02.2018 - 09.2018
Sales Representative
Conn’s Homeplus
06.2015 - 01.2016
Customer Experience Expert
Gap, Inc.
10.2007 - 06.2015
Bachelor of Liberal Arts - Business & Sociology
The University of New Mexico
Similar Profiles
Juan NunezJuan Nunez
Sales Associate at CostcoSales Associate at Costco
Michael VilladoresMichael Villadores
Truck Driver at CostcoTruck Driver at Costco
Juistin WilcherJuistin Wilcher
Delic Clerk at CostcoDelic Clerk at Costco
Malaika NwankwoMalaika Nwankwo
Pharmacy Technician- Patient Benefits Management at CostcoPharmacy Technician- Patient Benefits Management at Costco
Sheena VaughnSheena Vaughn
Operating Partner at What A Burger Unit 1485Operating Partner at What A Burger Unit 1485