Whitney Covelli
Kansasville
Summary
As an experienced customer service representative with a proven track record of delivering exceptional support, I am excited to apply my skills and expertise to the Customer Success Manager role at Drift. With 3 years of experience in customer support and a passion for providing compassionate service, I am well-equipped to mentor team members and defuse customer dissatisfaction. I am skilled in communicating effectively with cross-functional teams and utilizing data to identify trends and mitigate future issues. Additionally, my experience in visual merchandising and supply planning has honed my ability to balance competing priorities and optimize business operations. I am confident that my skills and experience align with the requirements of the Customer Success Manager role and I look forward to contributing to the success of Drift.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Lululemon
Remote
04.2020 - Current
- Provided exceptional customer support to external guests while working with cross-functional teams to support guest's needs
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Cultivated customer loyalty, promoted repeat customers and improved sales
- Educated customers about billing, payment processing, and support policies and procedures
- Met customer call guidelines for service levels, handle time, and productivity
- Handled customer inquiries and suggestions courteously and professionally; answered 8 calls per hour, handled 20 live chats per hour, and wrote 10 emails per hour
Visual Merchandiser
Lululemon
Northbrook
10.2018 - 04.2020
- Monitored and replenished display inventory and restructured according to available stock and current style trends
- Presented store update suggestions and layouts to management
- Updated floor design while keeping in mind marketing strategies and techniques to more effectively present products to guests
- Educated staff about coordinating clothing racks and related displays to boost effectiveness of promotions
Supply Planning Analyst
SC Johnson
Racine
01.2017 - 06.2017
- Suggested improvements to cut costs and improve supply chain process, incorporating asset utilization, performance measurement, and outsourcing approaches
- Optimized execution of supply chain by forecasting, scheduling
- Worked cross-functionally with sales, demand planning, procurement and marketing
- Managed 6 oversea vendors with 60 day lead-times.
Lead Hemodialysis Technician/Assistant Clinic Manager
Fresenius Medical Care NA
Racine
06.2010 - 08.2015
- Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction
- Performed patient assessments and contributed to development of interdisciplinary care plans
- Prepared and retained records, files and reports according to various government policies and procedure standards
- Monitored number of patients and wait times to create efficient flow of patients from check-in to check-out
- Confirmed availability of sufficient supplies for delivery of quality patient care orders
Education
Bachelor of Science - Biological Sciences
University of Wisconsin - Parkside
Kenosha, WI05.2014
Skills
- Customer Service
- Building Customer Trust and Loyalty
- Customer Account Management
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Creative Problem Solving
- Verbal and Written Communication
- Multitasking and Prioritization
- Understanding Customer Needs
- Microsoft Office Suite
- Dynamics 365
- Administrative and Office Support
- Time Management
- Salesforce
- Marketing Knowledge in respects to AI
Certification
- Hot Power Fusion - 200 RYT (2017)
- CCHT - Certified Clinical Hemodialysis Technician (2011)
- EMT - Certified Emergency Medical Technician (2009)
Timeline
Customer Service Representative
Lululemon
04.2020 - Current
Visual Merchandiser
Lululemon
10.2018 - 04.2020
Supply Planning Analyst
SC Johnson
01.2017 - 06.2017
Lead Hemodialysis Technician/Assistant Clinic Manager
Fresenius Medical Care NA
06.2010 - 08.2015
Bachelor of Science - Biological Sciences
University of Wisconsin - Parkside
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