Pascale Borelly
Fort Lauderdale,FL
Summary
Energetic and customer-focused, I am a passionate Operations Manager with a keen eye for aesthetic and organized solutions. Detail-oriented and self-motivated, I excel in collaborating with leaders and teams to streamline processes and optimize cost efficiency. With a strong record of meeting and exceeding business targets, I bring in-depth knowledge of operational and budget management techniques to ensure smooth workflows and successful project outcomes. As a dedicated leader, I inspire and motivate teams to achieve excellence in every endeavor.
Overview
7
7
years of professional experience
Work History
Operations Manager I
Chewy.com
Hollywood, FL
04.2022 - Current
- Led and motivated a dynamic team of 3-5 team managers overseeing 17-25 customer service professionals, cultivating a culture of excellence and consistently surpassing customer satisfaction goals within the organization
- Spearheaded talent acquisition and development strategies through the Workday platform, resulting in a remarkable 20% decrease in attrition, ensuring a skilled and motivated workforce
- Collaborated cross-functionally with HR and L&D teams to craft innovative initiatives, driving a significant 20% increase in First Call Resolution (FCR) within just six months
- Pioneered Test and Learn programs with Clarabridge to elevate operational efficiency, leading to an impressive 15% enhancement in overall quality effectiveness across departments
- Conducted comprehensive business reviews on a quarterly, monthly, and weekly basis, analyzing key metrics to deliver data-driven insights and strategies for unparalleled customer experiences.
Team Manager
Chewy.com
Hollywood, FL
06.2021 - 04.2022
- Managed a high-performing team of 17-25 customer service representatives, achieving top 5% customer retention.
- Led organization in monthly Careplus pet insurance sales, driving revenue growth.
- Directed 24 key performance indicators (KPIs) for team alignment with targets.
- Conducted weekly business reviews, presenting insights to leadership.
- Implemented performance plans, providing coaching for team excellence.
- Utilized data analysis for effective coaching and continuous development.
Veterinary Group Member
09.2019 - 01.2021
- Handled a high volume of 150+ daily calls, emails, and faxes on prescriptions and specialized diets, showcasing exceptional multitasking and organizational skills.
- Supervised escalation calls for the pharmacy, swiftly resolving intricate customer inquiries to maintain high satisfaction levels.
- Managed timely completion of general tasks, including precise prescription processing and shipping, meeting strict deadlines and quality benchmarks.
Customer Service Representative
06.2019 - 09.2019
- Responded to bilingual telephone and email inquiries by providing quality service to customers via Oracle
- Resolved an average of 500 Cisco inquiries weekly and consistently met satisfaction benchmarks
- Fulfilled the companies 7-star customer service model while maintaining high satisfaction rates.
Online Marketing Assistant
Spero Brand
Fort Lauderdale, FL
01.2017 - 06.2019
- Partnered with founder to launch and grow an online jewelry brand, executing impactful marketing strategies positioning Spero Brand as an industry leader.
- Conducted market research to drive targeted campaigns, resonating with the brand's audience.
- Established partnerships with international vendors, cutting costs by 18% and increasing revenues by 215% in 22 months.
- Led multi-channel marketing campaigns, including social media, email, and digital advertising, boosting brand awareness and engagement.
- Analyzed performance metrics to optimize marketing efforts, enhancing ROI and customer acquisition.
Education
Bachelors Degree of Business Administration- Management -
Florida International University
12.2018
Skills
- Operations Management
- Coaching and Mentoring
- Team Supervision
- Quality Improvement
- Issue Resolution
- Sales Expertise
- Customer Relations
- Attention to Detail
- Product Knowledge
- Project Management Abilities
- English: Native proficiency
- Spanish: Native proficiency
Accomplishments
- Recipient of the Director's Excellence Award for three consecutive years, recognizing consistent dedication and outstanding performance in operational management.
- Honored with the Glint Employee Survey Award for achieving top 10% highest employee satisfaction rates in both 2023 and 2024, reflecting a strong commitment to team well-being and organizational success.
Additional Qualifications
- Ability to work independently and collaboratively in a fast-paced environment
- Detail-oriented with a keen eye
- Exceptional interpersonal and communication skills
- Ability to thrive in a remote work setting and adapt to changing priorities
- Dedication to continuous learning and professional development
- Comfortable with public speaking and conducting presentations
- Strong negotiation and persuasion skills
Timeline
Operations Manager I
Chewy.com
04.2022 - Current
Team Manager
Chewy.com
06.2021 - 04.2022
Veterinary Group Member
09.2019 - 01.2021
Customer Service Representative
06.2019 - 09.2019
Online Marketing Assistant
Spero Brand
01.2017 - 06.2019
Bachelors Degree of Business Administration- Management -
Florida International University
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