Marie Kadlec-Hoffland
Summary
To obtain a career in which I may utilize my diverse skill set in marketing/promotions, teaching, and customer service in order to help maintain a work environment that fosters successful outcomes for your company
Overview
21
21
years of professional experience
Work History
Customer Service Representative/Supervisor
Victoria's Secret LLC
Eau Claire, WI
09.2019 - Current
- Engage with customers and create safe buying/selling relationships to promote products best for their personal and professional lives
- Consistently deliver elevated selling techniques to achieve top metrics for average dollar sale, bra sales, and conversion comps.
- Resolve guest concerns involving returns, exchanges, and order issues.
- Supervise Victoria's Secret customer service team both on the sales floor and back of house to build a culture that fosters a sense of belonging and collaboration to deliver results.
- Provide daily support and coaching to associates on brand standards, product knowledge, and service recovery.
- Oversee hiring, staffing, and scheduling
- Coordinate and facilitate training for new hires; have been recognized by top leaders in the company, such as Patrick McCovy, for my excellence in coaching and training.
Customer Service Supervisor
GSI Commerce/ebay Enterprise/Radial
Eau Claire, WI
06.2011 - 06.2018
- Responsible for supporting the customer service departments for online businesses: Spanx, Le Dockers, Wilson's Leather etc.
- Consistently achieved quality scores ranging from 92%-100% (goal was 90% or higher)
- Achieved Customer Satisfaction ratings above goal at 88% or higher.
- Mentored and trained newcomers to our team in order to ensure newcomers received consistent feedback and unified expectations for successful performance.
- Served on leadership during 2012 and 2013 peak seasons.
- Moved into a permanent supervisory role in 2015.
- Responsible for staffing and planning tasks to ensure the team efficiently handles incoming customer service contacts for online businesses: Michaels.com, World Market, Christmas Tree Shops, ShopRunner, and TENA.
- Coached and developed both new-hire and veteran agents; help them finesse their communications and interactions with customers.
- My team has regularly exceeded performance standards during the bulk of my time as their lead. Quality scores are most-often above 92%.
- Mentor and onboard leadership from our international location, Belize.
Professional Semester
Pedersen Elementary/ South Middle School
Altoona, WI
02.2010 - 06.2010
- Developed extended lesson plans and weekly curriculum related to the core areas of study
- Managed classrooms of 15 30 individuals and effectively fostered productive learning
- Practiced classroom management techniques related to Responsive Classroom and Love & Logic
- Utilized new reading and writing strategies to reach children with varied reading abilities
- Worked one-on-one with differently-abled students; students with: autism, ADD, ADHD
Media Production and Promotions Intern
Maverick Media
Altoona, WI
02.2006 - 12.2006
- Wrote, revised, edited and prepared copy write for radio broadcasting
- Wrote and prepared radio advertisements for local businesses in the Chippewa Valley
- Successful in bringing in new accounts as well as maintaining existing accounts
- Worked with a team of individuals to create Maverick Media promotions
- Aided in the management of promotional events such as Country Jam USA
- Maintained and practiced strong communications with high volumes of people
Promotions Manager
Chippewa Valley Technical College
Eau Claire, WI
09.2005 - 12.2005
- Managed a team of six individuals
- Supervised major promotions for Chippewa Valley Technical College Businesses: Campus Tr and Bridgeport; worked collaboratively to develop unique promotions/promotional events.
- Maintained the promotional calendar for both businesses and the promotions handbook
- Upheld communication across all teams involved with store operations
- Heightened customer volume for both businesses
- Facilitated smooth-running, successful promotions
Education
Elementary Education Major - Language Arts Minor
University of Wisconsin-Eau Claire
Eau Claire, WI05-2010
Marketing
Chippewa Valley Technical College
Eau Claire, WI05-2006
Skills
- Strong oral and written communication skills
- Ability to manage a classroom/groups of people
- Ability to manage and oversee scheduling and staffing
- Possess technology training and experience working with graphic and web design programs
- Have extensive knowledge of Microsoft Word, PowerPoint, Publisher, and Excel
- Certified in Positive Coach and LAMA techniques for optimal call center performance
Timeline
Customer Service Representative/Supervisor
Victoria's Secret LLC
09.2019 - Current
Customer Service Supervisor
GSI Commerce/ebay Enterprise/Radial
06.2011 - 06.2018
Professional Semester
Pedersen Elementary/ South Middle School
02.2010 - 06.2010
Media Production and Promotions Intern
Maverick Media
02.2006 - 12.2006
Promotions Manager
Chippewa Valley Technical College
09.2005 - 12.2005
Elementary Education Major - Language Arts Minor
University of Wisconsin-Eau Claire
Marketing
Chippewa Valley Technical College