Stacy Swinney

• Resolve escalated CX issues, including: technical issues, claims issues, and billing issues
• Execute customer facing workflows, including: late fee processing, inventory recovery, financial adjustments, and membership processing
• Assist CX team with in the moment issue resolution related to escalated issues requiring investigation
• Contributions to CX Ops: customer account analysis, surfacing relevant trends and anomalies, surfacing customer feedback

Training & Development

• Created Customer Service Training Guide
• Created Customer Service Policy & Procedure Manual & Resource

Customer Service

• Take & Update wholesale orders
• Provide product information to vendors, customers, and industry leaders
• Research production timelines, past orders, and shipping manifests
• Manage customer expectations regarding timelines, and product availability

Marketing

• Generate promotional packaging, mailers, etc. for events, visitors, and customer/vendor requests

Policy & Procedure

• Provide corrective action to wholesale orders
• Generate call tag, credit authorizations, and restoration paperwork
• Process RTV product, and provide analysis of product

Loss Prevention & Asset Protection

• Documented evidence of attempted theft and recovered merchandise for use in loss prevention report generation.
• Rolled out successful loss control strategies by building trust and cultivating partnerships with Field Team Members.
• Initiated new training procedures for internal staff, improving functionality and alleviating redundancy.
• Furnished insights and collaborated with leadership to develop loss prevention policies and initiatives.

Training & Development

• Created testing and evaluation procedures to assess performance before, during and after training sessions.
• Oversaw training courses and promotional paths for Field Teams, District/Regional Managers, and Director of Operations.

Auditing

• Managed completion of planned audits, reviewed records and procedures for accuracy to accomplish objectives and appraised policies and plans under audit review.
• Applied audit fundamentals to identify risks and develop action plans.
• Conducted audits on internal controls and developed reports on findings.
• Collected and analyzed financial data to identify improvements for controls and compliance.