Susan Carneiro

Customer-Centric Leadership

• Lead a team of 30+ customer care representatives to exceed service and sales goals while maintaining service levels of85% or better
• Monitor customer service performance metrics to inform strategic decision-making and coaching
• Oversee training and incentive programs to promote an exceptional customer care team and maintain high employee retention
• Author and implement customer service policies to define processes and improve satisfaction

Cross-Functional Collaboration

• Collaborate with marketing, operations, and sales teams to meet comprehensive customer needs
• Facilitate communication between manufacturing, quality assurance, and customer care to drive seamless operations
• Subject Matter Expert for implementation of Knowledge Base application

Operational Excellence

• Manage Account Data and ERP troubleshooting to optimize business systems and processes
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.

National Accounts Management

• Created new accounts and maintained master data in ERP across5 brands
• Directed daily activities for over30 Buying and Third Party Groups, including enrollments/terminations, negotiating special pricing, and resolving invoice inquiries
• Documented all communications and transactions in Salesforce to ensure transparency and traceability

Cross-Functional Expertise

• Leveraged in-depth product, process, and workflow knowledge to provide effective communication and solutions across teams, including IT, Finance, Operations, Sales, and Customer Care
• Delivered educational overviews to onboard and train new hires

Strategic Contributions

• Actively participated in projects and initiatives that reduced expenses and increased revenue for the company

Multichannel Customer Support

• Utilized a robust multichannel system to effectively communicate with and support customers throughout the order placement process, including order status updates and troubleshooting for e-commerce sites
• Reviewed and investigated customer inquiries and issues, providing timely and satisfactory resolutions

Order Management Expertise

• Supported all business groups with order placement across various channels
• Processed order adjustments, including credits, debits, and re-bills, ensuring accurate fulfillment

Process Optimization and Training

• Authored and maintained comprehensive process and training documentation
• Onboarded new employees by educating them on customer care responsibilities through side-by-side coaching