Tori Randolph
Overview
11
11
years of professional experience
Work History
Brand Associate
Athleta
08.2024 - Current
- Customer Engagement: Engage with customers to build relationships and provide exceptional customer service.
- Product Expertise: Demonstrate knowledge of Athleta products and providing styling advice.
- Sales and Loyalty: Drive sales and promote Athleta's loyalty programs, including credit card sign-ups.
- Operational Support: Support various store functions, including sales floor, fitting room, and back-of-house.
- Teamwork: Collaborate with the leadership team to deliver a positive customer experience.
- Omni-Channel Approach: Utilize various channels (e.g., in-store, online) to enhance the customer experience.
- Accountability: Meet personal goals and contributing to overall store goals.
Implementation Manager
TriNet
07.2022 - Current
- Onboard new customers for payroll, benefits, and HR
- Own the relationship for clients throughout the Implementation process (from start to finish) serving as the primary and regular point of contact for HCM, Payroll, and Benefits related questions.
- Engage closely with the client, business partners, and other internal teams to ensure full-scope of implementation is understood
- Create and manage project plans
- Implement, configure, and advise clients around our HCM platform
- Manage multiple projects simultaneously. Ensure timely and accurate delivery of implementations
- Perform detailed audits of historical, company-level, and employee level data to ensure accuracy and credibility
- Manage client expectations
- Work closely with our sales, product, engineering, and other internal teams to develop and prioritize product improvements
Retail Sales Associate
Old Navy
05.2023 - 08.2024
- Top 3 in the store for driving customer loyalty card sign-ups.
- Responsible for engaging and connecting with our customers by providing excellent customer service resulting in brand loyalty.
- Use knowledge and experience to educate, inform, inspire and wardrobe the customer.
- Deliver a best-in-class customer experience using an omni-channel approach.
- Seek out and engage with customers to drive sales and service using suggestive selling.
- Support sales floor, fitting room, cash wrap, back of house.
Customer Experience Content Writer
Convercent by OneTrust
06.2021 - 06.2022
- Create and update knowledge base content for existing and new features
- Develop processes to manage and prioritize incoming knowledge base requests
- Develop internal training materials
- Collaborate on product feature releases to gather requirements and plan updates to existing and new content
- Create and manage customer newsletter
- Pendo guide creation and management
- Design and create graphics using Canva and Adobe Suite
Customer Care Advocate, Core Platform & Integrations Specialist
Zenefits
01.2017 - 06.2021
- Create and manage engineering tickets and identify trends and widespread technical issues
- Collaborate with Product and Engineering to improve product and processes based on support case data and customer feedback
- Own cases requiring more in-depth insight and product knowledge
- Lead the training of Tier 1 associates by developing curriculum and conducting training
- Demonstrate keen time management and prioritization of tickets
- Collaborated with Product and Engineering to improve how administrators view the status of a new hire's onboarding as well as the new hire email copy.
- Identified top case drivers to prioritize key product issues for product roadmapping to reduce support case volume.
Social Ads Specialist
Digital Air Strike
05.2016 - 01.2017
- Coordinated advertising campaign planning and execution, including competitive analysis, audience research, implementation, and testing
- Tasked with the set-up of accurate campaigns by demonstrating strong attention to detail
- Monitored results, analyzed key metrics, and provided recommendations and strategies for campaign improvement
- Recognized, tested and implemented optimization opportunities
- Generated weekly, quarterly, and annual performance reports on ad campaign performance
Paid Media Specialist
G/O Digital
05.2014 - 05.2016
- Conceived, managed, and optimized search engine marketing campaigns
- Aligned with the Account Management team to set client expectations and strategize based on customer goals
- Excelled at the management of a book of business
Education
Master's of Cybersecurity - Specialty Cyber Operations
Utica College
Utica, NY05.2019
Bachelor's of Advertising and Public Relations - undefined
Northern Arizona University
Flagstaff, AZ05.2014
Skills
- Project Management
- Branding
- Sales
- Customer service
- Floor operations and displays
- Customer engagement
- Inventory control procedures
- Conversion Optimization
- Reporting
- Training
- Customer Experience
- Customer Support
- Compliance
Timeline
Brand Associate
Athleta
08.2024 - Current
Retail Sales Associate
Old Navy
05.2023 - 08.2024
Implementation Manager
TriNet
07.2022 - Current
Customer Experience Content Writer
Convercent by OneTrust
06.2021 - 06.2022
Customer Care Advocate, Core Platform & Integrations Specialist
Zenefits
01.2017 - 06.2021
Social Ads Specialist
Digital Air Strike
05.2016 - 01.2017
Paid Media Specialist
G/O Digital
05.2014 - 05.2016
Bachelor's of Advertising and Public Relations - undefined
Northern Arizona University
Master's of Cybersecurity - Specialty Cyber Operations
Utica College
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