16 years of progressive e-commerce Customer Service and Operations experience, including:

• Extensive experience building highly efficient customer service teams managing multiple brands.  Merged two premier ecommerce Customer Service teams from Cooking.com and CHEFS Catalog, including over 13 fully branded ecommerce sites.  Using a team of 86 to manage the majority of 646k contacts/year.
• Reduced CS spend by $100K/year by reducing outsourced overflow calls to after-hours only.  Integrated auto call distribution and skill-based routing using InContact VoIP/IVR.
• Built efficiencies with Cooking.com to drive customer service traffic to email from phone to reduce costs.
• Provided oversight and assistance for in-house distribution center operations.
• Strong analysis experience using Excel to consume data and generate reports.
  • Created financial models to connect budget performance and KPIs with appropriate data drill downs to assist with variance explanation and drive positive change.
  • Created customer feedback and survey response models to calculate Net Promoter scores and categorize results for review.
  • Implemented/updated policies and procedures to make continuous improvements, based on budget variance research and customer feedback to drive efficiency and improve service metrics.
• Historical KPIs include
  • 646k contacts/year (139k email, 507k phone)
  • $2.90 cost per contact
  • $2.65 million annual budget
  • 7.6 contacts/hr.
  • 80% of calls answered in 30 seconds or less
  • Less than 24 hours average email response time.
  • Net Promoter Score month to month ranges from high 60s to low 80s
• Process documentation and training specialist
  • Cross-functional process develop involving multiple business partners.
  • Extensive experience related to Customer Service and Distribution processes.
• Experienced 3rd party oversight, service, and account management, from onboarding to day-to-day operations:
  • 3PL distribution centers including:
    • Newgistics
    • DHL/Excel Logistics
  • Direct Ship Vendors
  • Ecommerce website partners
• Experienced project management and Agile development process;
  • Implementation for multiple 3PL distribution centers.
  • Design, build, and launch of fully branded retail websites.
  • Product/Functionality releases such as;
    • International shipping (BorderFree)
    • Subscription service (Coffee and other consumables)
    • Miscellaneous cart and website enhancements.

Skills

• MS Office Suite (Excel – power user)
• Order and Customer Management Systems (Cooking.com proprietary, Commercial Ware, eGain email, and various 3rd party)
• Telephony/IVR Systems (InContact VoIP/IVR and Avaya)
• Warehouse Management/Manifest systems (Catalyst, Kewill, Red Prairie, and proprietary 3rd party software)
• Project Management (Rally, JIRA, and Agile project management methodology)
• Survey analytics (Net Promoter scoring, Customer Agent surveys, and proprietary survey systems)
• Budget development and financial modeling
• BorderFree (International shipping)
• Fraud Prevention practices and analytics (Max Mind, proprietary manual order review, payment gateway methodology)
• Miscellaneous;
  • PCI (Payment Card Industry) standards
  • PII (Personally Identifiable Information) standards
  • Code friendly including; SQL, HTML, XML, EDI ANSI X12.