Lillian Chandler

• Oversee a team of 13 employees, providing leadership, training, and performance support to maintain a high level of service.
• Trained and mentored staff on best practices for customer service and program delivery.
• Complete daily phone audits to ensure professional communication and adherence to company standards.
• Manage class enrollments, schedule adjustments, and customer account needs with strong attention to detail.
• Build and maintain the daily staff schedule, making real-time adjustments as operational needs change.
• Support bi-weekly team meetings and presentations focused on service quality, updates, and continuous improvement.

Key Tools: Wave, Coda, iClassPro, Podium, Google Sheets, Excel Sheets, Google Forms, When I Work, and Slack

• Led a 25+ remote agent team supporting 10+ brands, including Laird Superfood, Unbound Merino, and Glamorise.
• Oversaw daily operations across chat, email, SMS, and social media, ensuring high-quality, consistent customer experiences.
• Conducted weekly QA audits and bi-weekly 1:1 coaching sessions to improve performance, accuracy, and customer satisfaction.
• Delivered monthly team meetings and presentations to share updates, wins, and process improvements.
• Collaborated directly with clients, presenting CSAT trends, ticket volume, hours worked, and tickets-per-hour metrics to demonstrate team performance and drive improvement.
• Coordinated company-wide holiday events and maintained team culture through daily morale-boosting communication.

Key Tools: Gorgias, Zendesk, Shopify, Kustomer, Recharge, Shiphero, VOX, Netsuite, Stella, Slack, Google Sheets, Google Docs, Google Forms, and Coda

• Resolved customer inquiries through multiple channels, ensuring timely and accurate information delivery.
• Assisted in training new staff on customer service protocols and company policies, enhancing team performance.
• Developed comprehensive knowledge of product offerings, enabling effective problem-solving for customers' needs.
• Collaborated with cross-functional teams to address escalated issues, fostering a cohesive work environment.
• Supported 10 diverse client accounts (e-commerce, subscriptions, consumer goods) via email, chat, phone, and social media.
• Handled returns, shipping inquiries, product questions, subscriptions, and care instructions with accuracy and efficiency.
• Delivered consistent, high-quality support that improved customer satisfaction and client retention.

Key Tools: Gorgias, Shopify, Slack, Google Sheets

• Supervised daily cash register operations, ensuring accurate transactions and efficient customer service.
• Trained and mentored cashiers on point-of-sale systems and customer interaction techniques.
• Implemented process improvements, reducing transaction times and enhancing overall efficiency.
• Monitored cash flow and inventory to maintain accuracy in financial reporting and stock levels.
• Conducted regular audits of cash registers to ensure compliance with company policies and procedures.
• Collaborated with management to develop scheduling strategies that optimized staff coverage during peak hours.
• Ensured a clean and organized work environment by enforcing strict policies on cleanliness and orderliness at the registers.
• Increased customer satisfaction by addressing and resolving customer issues promptly and professionally.
• Quickly and accurately counted drawers at start and end of each shift.
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.

• Assisted customers in selecting softlines products, enhancing overall shopping experience.
• Organized and maintained softlines merchandise displays to optimize visual appeal.
• Collaborated with team members to restock inventory efficiently during peak hours.
• Resolved customer inquiries and concerns promptly, ensuring satisfaction and loyalty.
• Assisted with visual merchandising execution, improving overall presentation standards within the softlines section.
• Completed daily task lists efficiently while prioritizing urgent items as necessary for optimal store performance.
• Collaborated with team members to maintain an organized, clean, and visually appealing sales floor.

• Provided exceptional customer service in fast-paced environment, ensuring guest satisfaction and repeat business.
• Managed multiple tables efficiently, balancing order taking and food delivery during peak hours.
• Collaborated with kitchen staff to ensure timely preparation of orders, maintaining communication for accuracy.
• Trained new servers on menu items, service protocols, and company standards to enhance team performance.
• Implemented upselling techniques that increased average ticket sales while enhancing customer experience.
• Handled customer complaints professionally, resolving issues to maintain positive dining experiences.
• Monitored dining area for cleanliness and organization, ensuring compliance with health and safety regulations.
• Worked with POS system to place orders, manage bills, and handle complimentary items.
• Cultivated warm relationships with regular customers.
• Maintained a clean and orderly dining area for an enjoyable guest experience.
• Bussed and reset tables to keep dining room and work areas clean.
• Handled cash transactions accurately, contributing to balanced daily financial reports.