Wendy Viola

• Assist in overseeing a department of 14 individuals
• Assist in leading projects and meeting deadlines in a timely fashion
• Maintaining various reports including productivity and tracking of special projects
• Running daily orders for teams to select
• Work cross functionally with Customer Care and other departments to resolve order related issues
• Maintain positive repoir with vendors and field team
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
• Delegated tasks strategically and monitored progress for timely completion.
• Monitored team performance to identify productivity improvement opportunities.
• Billing for outbound trailers
• Working directly with carriers to schedule pick up times
• Collaborated with other departments to optimize production workflows.
• Met production targets and tight deadlines by collaborating closely with team members

Customer Care - Coordinator II

• Handled escalated calls and emails transferred by other team members
• Assisted management on special projects, documented processes and training materials
• Trained new temps / hires, and provided constructive feedback
• Reported issues and worked with multiple departments to research and resolve issues for an improved customer experience
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Collaborated with upper management to improve customer service processes and support structures company-wide.
• Partner with vendors and merchants to ensure timely resolution of customer service issues
• Assist management with problem solving of unique store inquiries and resolving customer issues
• Review in-store communications and reference policies and procedures to provide a thorough communication to peers
• Train new team members on in-store and department policies and procedures
• Created and implemented new training documents
• Designed a departmental employee recognition program to help build morale

Customer Care - Coordinator

• Responded to customer needs through competent customer service and prompt problem-solving
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction
• Followed through with client requests to resolve problems
• Worked directly with the field team to resolve customer order issues
• Ordered replacement signage and fixtures for stores through the company portal

• Handled escalated calls and emails transferred by other team members
• Assisted management on special projects, documented processes and training materials
• Trained new temps / hires, and provided constructive feedback
• Reported issues and worked with multiple departments to research and resolve issues for an improved customer experience
• Responded to customer needs through competent customer service and prompt problem-solving.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Followed through with client requests to resolve problems.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Collaborated with upper management to improve customer service processes and support structures company-wide.