Michelle Smario
Portland,OR
Summary
Successful Customer Service Director with extensive experience in managing operational customer service teams. Proficient with working knowledge of customer service software, databases and tools. Strong leader committed to motivating team members to deliver better results.
Overview
12
12
years of professional experience
Work History
Fan Experience Manager
KEEN Footwear
10.2016 - Current
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth. Able to reduce annual budget by $100K in 2023
- Manage third-party vendors to help support seasonal needs of business
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mandated policy, procedure and performance adherence for continued and increased operational efficiency and profitability.
- Defined operational metrics (KPI) to evaluate efficiency of processes and procedures.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Department Manager
Nordstrom
04.2012 - 02.2016
- Performed statistical analyses to gather data for operational and forecast team needs.
- Arranged sales incentives with store management and vendor representatives to reward deserving team members for exceeding expectations.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Communicated with managers of other departments to maintain transparency.
- Managed staff of 15 employees, will average daily sales meeting or exceeding goal
Education
Associate of Arts - Emergency Management
Portland Community College
Portland, OR08-2011
Skills
- Shopify
- Zendesk
- Loop
- Smartsheet
- Budgeting
- Salesforce CRM
- Operations management
- Team Building
- Training and mentoring
- Strategic planning
- Call Center Operations
- Microsoft Office
Timeline
Fan Experience Manager
KEEN Footwear
10.2016 - Current
Department Manager
Nordstrom
04.2012 - 02.2016
Associate of Arts - Emergency Management
Portland Community College
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