Customer Service Project

Tasha Pittard

*** ******* **. ***** *******, SC *9860

Phone: 803-***-****

E-mail: *.*******@*****.***

Objectives

Seeking a position where I can utilize my skills and experience to improve operations, increase profitability, and enhance growth.

Experience

Digital Experience Manager(06/2013 –current)

Augusta Sportswear (425 Park West Drive Grovetown, GA 30813)

As the Digital Experience Manager I work with a fast-paced team in creating a world-class level of customer experience online. I possess excellent communication skills and have exceptional problem solver skills. I work alongside customer service team members who share a passion for improving the customer experience online and increasing ecommerce sales. My role is to maintain a world class customer experience online that will achieve loyalty and retention. Aligning business processes to keep the customer’s interest and success at the top of the priority list.

Skills/Qualifications:

●Strong understanding of the ecommerce environment in all channels of consumer communication and experience.

●Responsible for direct communication with customers via phone, live chat and email.

●Acts as the ultimate customer issue resolution specialist for all DTC eCommerce sites and other DTC sales channels.

●Excellent customer familiarity and experience with eCommerce

● Excellent communication skills in person, by phone, live chat and via email

●Strong problem solving

●Understanding the impact of direct to consumer communication channels and how it affects overall customer experience.

● Excellent interpersonal skills; a team player with the ability to work with and through others to achieve objectives

● Strategic, out of the box thinker

● Microsoft Office experience

●A passion to develop innovative approaches to improve customer satisfaction and engagement

●Provides outstanding customer service

●Thrives in a fast-paced, high growth, rapidly changing environment

●Proven experience in working effectively with cross functional partners

●Pays close attention to details and have a positive attitude and is dedicated to goals and values of goals of our company.

●Able to think outside the box and keep pace with new technologies – learning new skills as needed.

●Understands how a customer uses the website and what methods of communication are most effective.

●Takes initiative to identify potential problems and take the necessary steps to resolve them.

●Report weekly and monthly contact volume (phone, email, chat, & social)

●Creates a forecast for communication volume via all channels

●Provide strategic plans for call center to increase customer satisfaction

●Manage Customer Service Dept. and employees

●Collaborate with the social media team in the execution of promotions via social media

●Evaluate emerging technologies. Provide thought leadership and perspective for adoption where appropriate.

●Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points.

●Create, edit and administer company websites.

●Advanced knowledge and understanding of social media and networking platforms and monitoring suite suppliers.

●Experience in new media/digital strategy development.

●Manages day-to-day operational aspects of a projects and initiatives

●Manages direct to consumer customer service department

Ecommerce Project Manager (12/2010 –06/2013)

Augusta Sportswear (425 Park West Drive Grovetown, GA 30813)

●Responsible for all aspects of project management for the eCommerce web site through the entire development life cycle, including, but not limited to: chartering, scoping, requirements gathering, document approval tracking and management, project plan creation, project launches, status reporting, issue resolution, project resource allocation, project costs and benefits validation.

●Drives execution of the web site feature roadmap

●Manages execution of smaller web site enhancements and bug fixes.

●Sets deadlines, code quality expectations, assigns responsibilities, monitors, and summarizes progress of projects, enhancements, and bug fixes.

● Works with business stakeholders to set and manage to priorities.

●Builds and maintains effective working relationships with team members, vendors, and other departments involved in the projects.

● Effectively manages ‘up’ to set expectations on project status and timelines and pro-actively communicates updates to management; prepares reports for upper management.

●Relies on extensive experience and judgment to plan and accomplish goals

●Assists in the development of corporate project and program management methodologies

●Tracking and reporting hours and expenses on a monthly basis.

●Understanding customer experience and online customer conversion. Ensure an engaging customer experience is delivered online and maximize sales through constantly working to improving conversion rates

Ecommerce Support Specialist (12/2006–12/2010)

Augusta Sportswear (425 Park West Drive Grovetown, GA 30813)

●Responsible for new product setup, utilizing cross department resources in marketing, creative and eCommerce to support product attributes

●Leverage customer feedback to improve the ecommerce experience.

●Online Store maintenance including item, price, image, & text updates

●Work with internal IT teams on infrastructure and website security

●Collaborate on communication planning with Marketing/Marketing Services

●Set up all new accounts coming from eCommerce platform

●Contacted customers regarding any eCommerce questions

●Worked along with the Creative Department to create email/website graphics

Customer Care Representative(08/2003–12/2006)

Augusta Sportswear (425 Park West Drive Grovetown, GA 30813)

●Determines requirements by working with customers.

●Receive inbound calls including transferred sales leads and calls from current and potential customers.

●Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

●Answer questions about the product details, the company, and issues with account for the customers.

●Fulfills requests by clarifying desired information; completing transactions; forwarding requests.

●Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.

●Assist customers with any technical issues experienced with website and escalate any issues to management appropriately.

●Maintains call center database by entering information.

●Keeps equipment operational by following established procedures; reporting malfunctions.

●Updates job knowledge by participating in educational opportunities.

●Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Skills

●Movex

●Microsoft Outlook, Excel, PowerPoint, Word

●Shortel

●Google Analytics

●Bazaarvoice

●Velaro

●Channel Advisor

●Ebay

●Amazon Seller Central

●Upsellit!

●QlikView

●Magento

●Fresh Desk

●ADP

●Auto Task

●Atlassian Cloud

●Drop box

●Magmi

●Bronto

●Hootesuite

●Survey Monkey

●Mail Chimp

●GoToMeetings

●IBM iSeries

●Budget’s

●Scene7

●Data Entry

●Email & Online Marketing

●Project Planning

●Customer Service

●Order Entry

●Setting appointments

●Smart Office

●Strong Communication Skills

●Filing

●Project Management

●Google Docs

●Trouble Shooting

●Problem Solving

●Multi-tasking

●Strong work ethic

●Self-starter

●Ability to type 40 wpm+

Education

Expert Rating (6/2013)

●Project Management Certificate

Contact this candidate