Mary Cadogan
Cary,IL
Summary
I'm an experienced Leader in Customer Service and Sales looking for a new and exciting opportunity. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Service Experience Manager
Nordstrom
Kildeer, IL
06.2021 - Current
- Lead a team of customer service professionals and achieve all metrics
- Give impeccable customer experience to every customer, on the phone, in person, or through email
- Over 96% CSAT KPIs all exceeded the district
- Resolve all customer concerns in a timely and satisfactory manner.
- Developed and implemented customer service training programs for new hires.
- Analyzed customer feedback to identify areas of improvement in customer service delivery.
- Conducted regular performance reviews for Service Experience team members to ensure quality standards were met.
- Managed daily operations of the Service Experience team, including scheduling and assigning tasks.
- Resolved escalated customer issues in a timely manner by addressing root causes and providing solutions.
- Collaborated with other departments to ensure smooth communication between teams and customers.
- Created processes and procedures to improve customer service experience, efficiency, and accuracy.
- Provided guidance on best practices for resolving conflicts between customers and employees.
- Identified opportunities for process optimization within the Service Experience team.
- Monitored customer service metrics such as response time, resolution rate, average handle time., to evaluate performance levels.
- Maintained an up-to-date knowledge of company products and services.
- Identified potential risks associated with customer service activities and developed strategies to mitigate them.
- Drafted reports on customer service trends, patterns, and insights based on data analysis.
- Built relationships with key stakeholders across different business units to facilitate collaboration.
- Ensured compliance with applicable laws related to customer service operations.
- Fostered a culture of continuous improvement through coaching and mentoring of Service Experience staff.
- Implemented innovative approaches to enhance the overall Customer Service experience.
- Organized monthly meetings with the Service Experience team members to discuss challenges faced by them.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Sales Representative
EDU Member
Tampa, FL
10.2017 - 03.2020
- Continuing education sales and membership upgrades
- Answered all customer inquiries over the phone and virtually
- Achieved daily sales goals and all metrics.
Prestige Beauty Consultant
The Estée Lauder Companies
Skokie, IL
09.2008 - 07.2013
- Started as a traveling makeup artist for Estee Lauder and moved to a permanent beauty advisor at Nordstrom.
Education
Certificate - Mortgage Loan Origination
01.2014
Some college - Psychology
Oakton Community College
Des Plaines, IL01.2013
Skills
- Hospitality
- Data collection
- EDI
- Microsoft Excel
- Customer service
- Management
- Leadership
- Credit Analysis
- Microsoft Outlook
- Account Management
- Administrative Experience
- Google Docs (10 years)
- Analysis skills
- Communication skills
- Marketing
- SAP Software - Concur
- SAP software use
- Computer Skills
- Team Management
- Training & Development
- Sales
Certification
- NMLS
- Bartender License
- Food Handler Certification
Assessments
Proofreading, Proficient, 01/01/22, Finding and correcting errors in written texts
Timeline
Service Experience Manager
Nordstrom
06.2021 - Current
Sales Representative
EDU Member
10.2017 - 03.2020
Prestige Beauty Consultant
The Estée Lauder Companies
09.2008 - 07.2013
Certificate - Mortgage Loan Origination
Some college - Psychology
Oakton Community College