Randy Sullivan
Seattle,WA
Summary
Experienced manager with over seven years of experience in luxury retail. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits. Specializing in effectively building and motivating teams with a customer first mindset focusing on accomplishing goals
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Support Manager
PitchBook
08.2022 - 11.2024
- Managed a team of 9 customer support representatives, providing ongoing training and development opportunities
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews to ensure the success of the department
- Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.
Customer Experience/Shipping Issue Team Supervisor
Rad Power Bikes
11.2021 - 04.2022
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Established performance and service goals and held associates accountable for individual performance.
- Developed new employees and on-going performance assessment of current employees.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
Customer Service Tier 3 / Shipping Issues Lead
Rad Power
07.2021 - 10.2021
- Assist Customer Service Supervisor with complaints and issues to find quality resolutions
- Coached new team members on service techniques and answered questions of other team members
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Promoted to team lead of customer service Shipping issues team for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Customer Service Specialist Tier 2
Rad Power Bikes
12.2020 - 07.2021
- Handled over 40 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Described product highlights and benefits to help guide purchasing decisions.
- High ticket contributor on the shipping issues team
- Assisted with the creation of Macros on the Macro team
Customer Service Representative T-1
Rad Power Bikes
08.2020 - 12.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
B.P Shoes Sales Associate
Nordstrom
05.2017 - 07.2018
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue. Leading to #1 Sales for year in department
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs.
- Exceeded service objectives by applying proven customer service and sales best practices.
Men’s Shoes Assistant Manager
Nordstrom
12.2015 - 05.2017
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service. Leading to 8.3 Million dollars in sales as department
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Drove operational improvements of shoe shine department which resulted in savings and improved profit margins.
Women’s and Men’s Shoes Assistant Manager
Nordstrom
06.2013 - 11.2015
- Developed empowering employee culture focused on equipping employees to independently meet customer needs.
- Effectively hired, scheduled and oversaw all aspects of the men's shoes business
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels from 1,600,000 dollars to 2,400,000 dollars in the men's shoes department
- Actively assisted in daily operations and scheduling of women's shoes business (6,800,000 dollars in business)
Men’s Shoes Sales Associate
Nordstrom
02.2011 - 06.2013
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue. Resulting in over 200,000 dollars in sales per year and achieving Pacesetter
- Maintained organized, presentable merchandise to drive continuous sales.
- Trained and developed new sales team associates in products, selling techniques and company procedures.
- Engaged with customers to effectively build rapport and lasting relationships.
Education
High School Diploma -
Shorecrest High School
Shoreline, WA06.2009
Communications
Washington State University
Pullman, WASkills
- Recruiting and Hiring
- Relationship building and management
- Business development and planning
- Staff Development
- Merchandising expertise
- Product Knowledge
- Troubleshooting
- Customer Service
- Sales Training
- Building Effective Relationships
Accomplishments
- Accepted into and completed Nordstrom's Future Nordstrom Leaders management program
- Achieved Sales pacesetter through consistently excelling sales goals
- Supervised team of 25 staff members.
- Assisted in having 7 employees promoted and 8 new sales pacesetters
Certification
- First Aid/CPR Certified
- Behavior Change Specialist
Timeline
Customer Support Manager
PitchBook
08.2022 - 11.2024
Customer Experience/Shipping Issue Team Supervisor
Rad Power Bikes
11.2021 - 04.2022
Customer Service Tier 3 / Shipping Issues Lead
Rad Power
07.2021 - 10.2021
Customer Service Specialist Tier 2
Rad Power Bikes
12.2020 - 07.2021
Customer Service Representative T-1
Rad Power Bikes
08.2020 - 12.2020
B.P Shoes Sales Associate
Nordstrom
05.2017 - 07.2018
Men’s Shoes Assistant Manager
Nordstrom
12.2015 - 05.2017
Women’s and Men’s Shoes Assistant Manager
Nordstrom
06.2013 - 11.2015
Men’s Shoes Sales Associate
Nordstrom
02.2011 - 06.2013
High School Diploma -
Shorecrest High School
Communications
Washington State University
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