Customer Success Manager

Rate, USD
$19 / hour
Work schedule
Full Time,
Language skills
English
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About me

I am a goal-oriented retail manager with 5 years of experience leading large, customer service-driven teams. I’ve managed
teams of 75+ at a $50M Target and oversaw the retail operations for a $5.4M Food Services department at a major children’s
hospital. My expertise lies in customer survey reporting tools, experience metrics, and customer correspondence. My passion
lies in translating customer feedback and complex data sets into solutions and actionable insights.


Professional area



Education

2014-2017 B.B.A Supply Chain Management @ Texas Tech University

Experience

July 2021 - July 2022 Retail Manager, Food Services Department @ Children's Health

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

May 2019 - July 2021 Executive Team Leader of Service and Engagement @ Target

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

January 2018 - May 2019 Executive Team Leader of Operations @ Target

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

May 2017 - August 2017 Intern @ Target

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