Lauren Tuchscherer
Menasha,WI
Summary
Accomplished Supervisor at VF Outdoor, I leveraged analytical thinking and team-building expertise to enhance customer care operations, achieving significant improvements in team efficiency and customer satisfaction. Skilled in learning new programs and adept at change management, I spearheaded process optimizations and training initiatives, driving process and service enhancements.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Supervisor, ECommerce Customer Care
VF Outdoor
01.2022 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created training plan and trained leadership team for incoming vendor.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed detailed, technical process models to support alignment and efficiencies across brands.
- Monitored and managed queues to ensure ample coverage.
- Evaluated customer needs and feedback to drive product and service improvements.
Team Lead, ECommerce Customer Care
VF Outdoor
10.2021 - 01.2022
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and requirements.
- Reviewed queues and adjusted employees as needed to ensure optimal coverage and meet production goals.
- Completed operation tasks in an efficient manner and escalated issues to be reviewed and fixed.
ECommerce Customer Care Representative
VF Outdoor
07.2020 - 10.2021
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
Associate of Applied Science - Forensic Science
Fox Valley Technical College
Appleton, WI12-2020
Skills
- Attention to detail
- Team building
- Customer service
- Complex Problem-solving
- Performance management
- Process monitoring and improvement
- Analytical thinking
- Verbal and written communication
- Task delegation
- Change management
- Policy and procedure development
- Staff development
Certification
- Evidence Technician- FVTC
- Mental Health First Aid- MHFA
Timeline
Supervisor, ECommerce Customer Care
VF Outdoor
01.2022 - Current
Team Lead, ECommerce Customer Care
VF Outdoor
10.2021 - 01.2022
ECommerce Customer Care Representative
VF Outdoor
07.2020 - 10.2021
Associate of Applied Science - Forensic Science
Fox Valley Technical College
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