Customer Success Manager

Led the service and retail operations of 3 hospital cafes, generating $5.4M in annual sales, with 25 employees and 3 leaders

▪ Managed all customer feedback related to dining experiences, digital menu offerings, order-ahead app, and food quality

▪ Utilized customer reporting tools and Excel to analyze complex data sets, identify gaps, and provide actionable solutions

▪ Performed highly advanced analysis of POS data and customer trends to make strategic pricing and forecasting decisions

▪ Engaged in a daily meeting with 5 managers, providing project updates, financials, and announcements to upper leadership

▪ Skillfully managed emotionally charged interactions, ensuring customers felt heard and valued throughout the process

Spearheaded a “frictionless customer experience” culture in a high-volume Target, leading 50+ team members and 2 leaders

▪ Maintained a weekly NPS of 75+, contacting customers within 48 hours to resolve complaints and thank them for feedback

▪ Managed store order fulfillment operations, excelling in Pick-Up and Drive-Up services

▪ Monitored real-time picking-productivity data and investigated delays, order errors & delivery complaints

▪ Handled all customer issues and quickly offered solutions to resolve any conflicts

▪ Utilized POS data, guest traffic, and sales forecasts to make staffing decisions, scheduling 800+ hours on a weekly basis

Led the training, performance, & operational efficiency of 75+ team members and 4 leaders

▪ Investigated any inventory discrepancies, analyzed the root cause, and offered solutions on how to improve accuracy

▪ Analyzed sales and workload forecast to schedule over 1,200 hours of weekly payroll

▪ Grew order-fulfillment sales by 87.49% YTD with the expansion of the Ship-From-Store program

▪ Utilized SAP and Ariba Procurement Catalog to manage supply and fixture orders exceeding $30,000

▪ Managed the performance of key suppliers such as Nabisco, Frito Lay, Pepperidge Farms, and Southern Glazers