Tricia Sullivan
Kalamazoo,MI
Summary
Dynamic Customer Experience Manager with a strong focus on customer empathy, retention management, and performance evaluations. Proven ability to lead teams and foster a customer-centric culture, driving significant improvements in satisfaction and service quality.
Overview
29
29
years of professional experience
Work History
Customer Experience Manager
Macy's
11.2004 - Current
- Led customer feedback initiatives to enhance service quality and drive satisfaction improvements.
- Analyzed customer data to identify trends and inform strategic decision-making processes.
- Mentored junior leaders, fostering skill development and improving team performance in service delivery.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize client loyalty of $6.0 million inventory, including $1.8 million beauty business.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Fostered culture of continuous improvement, encouraging team members to propose innovative solutions to enhance customer experience.
- Championed customer-centric culture within company, leading by example and rewarding exceptional customer service behaviors.
- Managed large diverse team of customer service representatives, fostering inclusive environment that valued different perspectives.
- Effectively managed conflict to maximize team approach to success.
Operations Manager
Marshall Fields
02.2002 - 11.2004
- Analyzed operational data to identify trends, supporting informed decision-making processes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Supported customer service initiatives.
Sales Manager
Hudson's Department Stores
04.1997 - 02.2002
- Monitored sales metrics to assess performance, driving accountability and continuous improvement initiatives.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Organized promotional events and interacted with community to increase sales volume.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Education
Bachelor of Arts - Psychology
Michigan State University
East Lansing, MISkills
- Customer empathy
- Retention management
- Performance evaluations
- Training and onboarding
- Decision-making
- Staff management
- Relationship building
- Teamwork
- Problem-solving
- Leadership mentoring
Timeline
Customer Experience Manager
Macy's
11.2004 - Current
Operations Manager
Marshall Fields
02.2002 - 11.2004
Sales Manager
Hudson's Department Stores
04.1997 - 02.2002
Bachelor of Arts - Psychology
Michigan State University