Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Nicole Haberman

Wapato

Summary

Results-driven Ecommerce Operations Supervisor with a strong background at Costco, focusing on optimizing processes and enhancing team dynamics. Led restructuring initiatives for the spa team, significantly improving service quality. Notable for conflict resolution expertise and a keen eye for detail, contributing to elevated team effectiveness and customer satisfaction.

Overview

6
6
years of professional experience

Work History

Ecommerce Operations Supervisor

Costco
05.2024 - Current
  • Implemented process improvements to optimize workflow efficiency.
  • Conducted regular performance evaluations and one-on-one meetings.
  • Identified improvement areas and developed strategies to enhance operational effectiveness.
  • Resolved customer complaints promptly to sustain satisfaction levels.
  • Assisted in recruitment by conducting interviews and recommending candidates.
  • Collaborated with vendors and buyers to address product-related issues.
  • Coordinated efforts with supervisors to achieve shared objectives.
  • Guided employees in resolving complex problems effectively.

Membership Supervisor

Costco Wholesale
Yakima
01.2022 - 05.2024
  • Oversaw Membership chat training and procedures, adapting to evolving business needs.
  • Restructured the Membership Subject Matter Expert Program and created standard operating procedures.
  • Monitored daily reports to ensure departmental benchmarks were consistently met.
  • Collaborated with Workforce Management to maintain up-to-date chat coverage and rotations.
  • Facilitated agent development through performance reviews and constructive coaching.
  • Conducted regular one-on-one meetings focused on career growth and development.
  • Created Performance Plans for Success, ensuring agents had necessary tools and resources.
  • Reviewed agent statistics, provided coaching, and established SMART goals to enhance performance.

Temporary Membership Staff Manager

Costco Wholesale
Yakima
11.2023 - 04.2024
  • Address any employee concerns while adhering to the Employee Agreement and upholding Costco’s Code of Ethics and Open Door Policy.
  • Schedule and maintain the daily supervisor coverage for both Yakima and Issaquah locations to ensure proper coverage, and proactively adjust coverage as needed.
  • Take employee sick calls and communicate with supporting departments about absences, schedule changes, and/or employee accommodations.
  • Hold regular one-on-ones with supervisors to review the productivity of their teams, address concerns, and provide constructive feedback to continue to develop and grow their leadership.
  • Examine and monitor employee counseling notices and performance reviews for precision and prompt delivery
  • Monitored business operations throughout day to ensure optimal coverage

Membership SIT/Temp Supervisor

Costco Wholesale
05.2021 - 01.2022
  • Managed team of 12 member-service phone and chat agents, ensuring high performance and engagement.
  • Conducted coaching sessions and one-on-ones to support agents in achieving department goals.
  • Collaborated with multiple teams to address member inquiries and resolve complex issues.
  • Provided 60-day, 90-day, and annual performance reviews for team members.
  • Cultivated and managed Subject Matter Expert (SME) program to enhance service quality.
  • Supervised escalations, including BBB complaints and executive-level concerns.
  • Assisted with daily updates on chat agent schedules and inputting weekly performance statistics.
  • Supported various departmental duties, including conducting interviews and assisting in help queues.

Member Service Agent

Costco Wholesale
10.2019 - 05.2021
  • Assist members with all aspects of membership needs and concerns, including, but not limited to: renewals, cancellations, auto renewals, new membership sign-ups, assisting with communication between the warehouse and members, returns and warranty questions, rewards, and much more, while adhering to Costco’s mission statement and code of ethics.
  • Achieved 100 percent on all five quality monitors during my nesting period.
  • Cross-trained in chat.
  • Assisted in the help queue and the nesting queue as a subject matter expert.
  • Worked one-on-one with agents, and provided their direct supervisors with feedback.

Skills

  • Process optimization
  • Workflow management
  • Quality assurance
  • Conflict resolution
  • Effective communication
  • Time management
  • Policy modification
  • Attention to detail

Accomplishments

  • FY20 Auto renewal 500+ Club
  • FY21 February Employee of the month
  • FY21 Auto renewal 500+ Club
  • FY21 Nomination for employee of the year
  • FY22 Period 6 Leadership Member of the period
  • FY22 UW Business Certificate Program Completion
  • FY23 Q3 Membership Supervisor of the Quarter
  • FY24 Leadership Member of the period
  • FY24 Membership Manager Development Program

Timeline

Ecommerce Operations Supervisor

Costco
05.2024 - Current

Temporary Membership Staff Manager

Costco Wholesale
11.2023 - 04.2024

Membership Supervisor

Costco Wholesale
01.2022 - 05.2024

Membership SIT/Temp Supervisor

Costco Wholesale
05.2021 - 01.2022

Member Service Agent

Costco Wholesale
10.2019 - 05.2021

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Nicole Haberman