Tashanah LaForest

Operations Center Manager

· Managed a team of 65+ employees.

· Actively manage the timely response of on-road operations, customer relations, and employee interactions

· Achieve and sustain budgeted service level results (Satisfaction, On-Time, Complaints, etc.)

· Manage department employee hours and overtime in an efficient and effective manner according to budget.

· Provide effective communication of job accountabilities, objectives, and performance feedback.

· Sustain and monitor performance management issues within the department.

· Plan and create steps that lead employees to being highly skilled, satisfied, and engaged.

· Support and encourage employee involvement, ensure consistent quality decisions are made.

· Execute proactive steps to reduce credit and customer complaints.

· Support and coach to ensure a culture focused on customer satisfaction, to sustain relationships with customers.

· Maintained professional, organized, and safe environment for employees and patrons.

· Handle “at risk” customers with an elevated level of sensitivity and compassion

· Apply effective customer care techniques to manage each situation to a favorable outcome.

· Encourage and support various reward/recognition programs within the department.

· Ensure that feedback, encouragement, and expectations are clear and concise.

· Support recruitment, conduct interviews and maintain high levels of morale within the department.

· Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.

Operations Center Supervisor

· Promoted from Lead Specialist to Supervisor

· Supervised a work group of 45+ employees.

· Monitor and achieve daily performance goals for the shift.

· Promptly addressing and resolving problems/complaints

· Support and uphold all policies and procedures and see that they are always adhered to.

· Provide necessary coaching and training to employees to ensure that they maintain high service levels.

· Answer and resolve escalations according to escalation procedures.

Customer Warranty Supervisor

·Supervise a team of 12 employees within the warranty department.

·Work alongside third-party inspection team to determine warranty validity

· Access online vendor systems with inspection processing, to coordinate and update data within the company

· Create warranty, comfort, size, height, and all exchanges within company guidelines

· Compare inspection results with standards set forth manufacturers to establish customers’ course of action

· Determine the validity of warranty claims through the review of inspection reports and photos

· Report trends in non-compliance, photo quality, misuse of terminology on reports, and poor inspector performance

Customer Service Specialist

· Answer calls in a high-volume call center

· Schedule and re-schedule delivery appointments

· Communicate with drivers pertaining to the customers’ destination

· Directly communicate with drivers regarding merchandise being accepted or refused by customers

· Provide drivers with control numbers and/or information through handheld devices

· Communicate updates on status of drivers to customers

· Control customer complaints and handle escalated problems with delivery issues.

Customer Service Specialist

· Answer calls in a high-volume call center.

· Answer customer inquiries about Fortunoff merchandise

· Place orders and correct issues that may arise with orders already placed.

· Communicate with warehouse, dispatch, drivers and sales associates including those at satellite locations.

· Complete daily procedures using Fortunoff systems, researching websites, the internet, email, and telephones.

· Utilize “down time” by placing follow-up calls to customers with previous issues and concerns.

· Staying current with all promotions and store events and providing customers with accurate information

· Fill in as a switchboard operator as needed.

· Answer and transfer calls in a timely fashion

· Communicate with management and departments via telephone and Nextel cell phones.

· Utilize company phone directory and beeper sheets which contain manager schedules and coverage.

· Place opening/closing announcements.

·Achieved high satisfaction rating through proactive one-call resolutions of customer issues