Operations Support Customer Service

Sandra Chassé

+1-845-***-**** ************@*****.*** LinkedIn

QUALIFICATIONS PROFILE

Multi-Faceted Skill Set & Work Experience: Appraisals, Business Analysis, Call & Network Operation Center, Data Analysis, Database

Building, KPI & Dashboard Analysis, Managerial, Operations Support, Optical Industry, Process Management, Program Management, Project Management, Sales Support, Start-up, Supervisory Training & Technical Writing, which I have used to successfully perform in a variety of industries: Automobile, Direct Mail Marketing, Information Technology, Promotional & Rewards Marketing, Retail, Start-up, Telecommunications & Wholesale.

CORE COMPETENCIES

•CORE COMPETENCIES: Analytics (large data sets), Account Management, C-level Executive Communication, Customer Call Center, Client facing, Computer Literacy, Coupon Carrier, Cross functional team collaboration, Customer Service, Data Analy- sis/Entry, Dot Digital, Escalations, Exemplary verbal & written communication skills, Gamify/Gizmo, KPIs, Network Operations Center, Mail Chimp, Managing Offshore Teams, Microsoft Office, Microsoft Access Reporting, Migration, Onboarding, Organization Skills, Over the Air Data, People Development, Power BI, Presentation skills: verbal & written., Process Improvement, Project Implementation, Project Onboarding, Promotions, Relationship Building, Team Building (Internal & External), Team Leadership, Training, Training Materials Creation, Troubleshooting, Start-up Experience, Stripe, Supervisory (union & non-union), UAT/A&B Testing, Zendesk

•Experience With: Big Data analytics, Business development, Clerical, Coupon Carrier, Data entry, G Suite, Inventory Management, KPIs, Network Security, Marketing program reviews, Mentoring, Merchandise & Supply Sourcing, Milestone lifecycle, Monitoring and addressing customer complaints, Microsoft Office/365, Logistics, Luxury Brand Marketing, OEM, Phone & email communica- tions, Rapport building, Risk assessment & mitigation, Roadblock removal, ROI, SAAS, Salesforce, Scheduling, SharePoint, Slack, SLAs, SQL, Start-up experience, Stripe, VISIO, Zendesk, ZOOM

Work Experience

TLC Worldwide LLC

Customer Service Manager/ Community Coordinator – Marketing & Promotions/Rewards New York, NY

• Build & maintain strong relationships with clients.

• Customer/Client Support (Tommy Hilfiger Club, Auto Nation, P&G, Walmart/Sam’s Club, Novamex/Jarritos)

• Exceptional migration of UFC Fight Club platform followed by an outstanding re-launch of the platform.

• Introduction of new products & services for the UFC Fight Club platform

• Customer Surveys

• Campaign Fulfillment (Shop & Spin Giveaway, Dream & Drive Sweepstakes)

• Customer Satisfaction: Cultivate & maintain strong relationships.

• Foster a collaborative & positive environment of teamwork & accountability.

• Work with Sales Delivery Team

• Point of contact for customer & client inquiries & issues

• Develop & execute regularly scheduled customer check-ins/follow-ups.

• Digital Media

• Sweepstakes winner verification & prize fulfillment

• Extensive use of Customer Success Management tools.

• Weekly campaign data reporting/financials: tickets & redemptions, escalations

• Monthly & Yearly customer data reporting/financials (PowerPoint)

• Address billing concerns in Stripe.

• Respond to Zendesk tickets. Create Zendesk reports

• Respond to and troubleshoot customer concerns via email and phone.

• Receipt validation and reward distribution (Coupon Carrier, Gamify/Gizmo/Power BI).

• Receipt data capture.

• Work with Account Managers to support campaigns.

• Escalations

• Customer & client training

• Use of Excel (Pivot tables, charts, statistics) & Power BI

TLC Worldwide LLC

Community Management

• Customer & client onboarding

• Customer outreach

• Keep records updated.

• Build & maintain strong customer relationships.

• Point of customer contact for inquiries & issues

• Provide program details and troubleshoot via email and phone.

Initiative-taking

• Conduct program assessment with scheduled monthly & quarterly and ad-hoc reviews with customers.

• Business unit collaboration.

LS Direct Marketing Feb 2019 - Jun 2020

Traffic Manager/Operations Support Manager-Marketing Suffern, NY

•Working with IT I designed, architected, & implemented an interactive database which provided change notifications of workload & status. This database is still currently in use. It allowed all departments to update work tickets, allow assignment of work as well as allowing users to query assigned work. The database was accessible to management and to members of all departments. The database was similar to standard ticketing systems (Monday.com, Netsuite, Zendesk) with the addition of having the functionality of Sharepoint

•After successfully launching the Time & Change Management System (TMS). I held group & individual training sessions. Training continued as the ticketing system was included in New Hire On-Boarding

•Onboarding documentation was created & continually updated

•Foster a collaborative & positive environment of teamwork & accountability.

•Database clean-up and update information. This was achieved via Excel & SQL exports & imports

•PowerPoint documentation was created and presented to support both the TMS & New hire On-boarding

•Design & Implement New Hire On-Boarding

•National campaign management using Data analysis using Excel, Access & SQL.

•Facebook campaign management (Facebook data loading & performance analysis) Targeted marketing.

•Campaign media proofing. Provide sanity check

•Utilization of Salesforce & Microsoft Office to assist various internal departments.

Datapipe/Rackspace Apr 2016 - Sep 2018

Customer Success-Information Technology Jersey City, NJ

•Communication of customer health and performance to internal sales & account management teams.

•Collaborate and assist customer business leaders to identify, plan & execute strategic objectives.

•Use of Customer Success Management tools

•Assist client in initial set-up.

•Point of contact regarding customer inquiries & issues

•Analysis of billing

•Salesforce

•Data entry

•Work with the sales delivery team.

•Review customer related documents for completeness and regulatory compliance.

•Process changes, additions or requests related to customer accounts. Follow-up to ensure requested solutions were delivered to the consumer and assess the effectiveness of the solutions (customer centricity)

•Business support and coordination with different teams

•Technical Support

•Respond to related Operations and Customer Service inquiries within specified service levels.

•Address Salesforce issues: opportunity creation, account updates.

•Support multiple Sales Teams utilizing Salesforce & Microsoft Office

•Maintenance of updated customer records

•Drive engagement with Sales Teams to synchronize operations.

•Maximizing customer satisfaction by becoming the voice of the customer

•Effectively communicate any business environment issues or concerns to management

•Maintain the integrity of the company ecosystem (knowledge of company policies and procedures)

•Proactively communicate with customers

•Juggle multiple priorities.

•Coordinate with other internal stakeholders to support customer requests.

•Perform other duties as required, consistently meeting, or exceeding established quality and productivity goals.

Bertrandt USA Inc. at BMW of North America Mar 2012 - Jul 2014

Process Coordination/Operations Support-Automotive Woodcliff Lake, NJ

•Generated Business and Functional Requirements documentation using PowerPoint in support of system and process changes.

•Implemented an error notification system which would notify the operations team of network and IT database failures.

•Foster a collaborative & positive environment of teamwork & accountability.

•Success metrics presented via PowerPoint with use of Data Analytics utilizing both Excel & Access

•Milestone lifecycle, timeline tracking

•Savings generated by uncovering and correcting erroneous termination of BMW Assist TM /Connected Car services.

•Training

•Validating and identifying customer needs

•Collaboration with cross functional team (Engineering, IT, Network Provider, Device Manufacturer, Marketing, Sales) associated with Connected Car services & Telematics Service design.

• Generated and published ad hoc reports to support billing, operations, and future services.

• Produced & presented KPI data to sales & engineering teams as well as to C level executives.

• Data Analytics

• Produced Methods and Procedure documents detailing the responsibilities of Support personnel.

• Provided System Support to dealers as needed.

• Led a multiple disciplined team to have daily, weekly, and monthly error reports generated and published.

EDUCATION

Baruch College, City University of New York

MBA, Marketing Management

New York Institute of Technology

Bachelor of Science, Business Administration

Certificates & Training

• ChatGPT: The Basics Galway Ireland

• Introduction to Artificial Intelligence University of Illinois

• Explainable AI (XAI) Explained Galway Ireland

• Basics of eCommerce: How to Sell Online Galway Ireland

• Production & Operations Management Galway Ireland

• Customer Service Skills Galway Ireland

• People Analytics Coursera Mountainview CA

• Marketing Analytics Coursera Mountain View CA

• Introduction to Generative AI Coursera Mountain View CA

• Introduction to CRM with HubSpot Coursera Mountain View CA

• Hiring & Onboarding Employees with ClickUp Coursera Mountain View CA

• JIRA: Basics & Fundmentals Pluralsight Draper Utah

• Kanban Pluralsight Draper Utah

• Introducing SCRUM Pluralsight Draper Utah

• Excel: Pivot Tables, Organizing Data Pluralsight Draper Utah

• SQL: MYSQL for Data Analytics and Business Intelligence Udemy Learning Platform San Francisco CA

• A Practical Guide to Alteryx for Data Science & Analytics Udemy Learning Platform San Francisco CA

• Introduction to SQL Robust IT, Harlow UK

• Change Management Specialist Management and Strategy Institute LLC Downingtown PA

• Six Sigma Lean Professional Management and Strategy Institute LLC Downingtown, PA

• Professional Development - CITE University, New York, NY

• Diversity Degree Support Services Council Verizon Inc. New York, NY

• Telecommunication Management - School of Continuing Education New York University, New York, NY

Apr 2022 - Nov 2023

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