Strategic Customer Service Leader with 7+ years of experience in Service Operations and Customer Relationship Management. Expert in CRM Administration and AI Implementation to modernize multi-channel support across E-commerce and Omnichannel Retail environments. Proven record in Strategic Planning and Escalation Management to enhance customer retention and departmental efficiency.
Led daily workforce service operations and employee coordination, utilizing process mapping to optimize high-volume environments. Supervised a team of over 90 employees, managed CRM administration and employee relations, implemented AI-based scheduling tools, resolved workplace conflicts, drove change management initiatives, and developed workflows in NetSuite.
Supervised customer service representatives in an omnichannel retail environment, focusing on e-commerce support and lighting design inquiries. Monitored agent performance metrics, coached employees, handled escalation management across webchat, phone, and email, conducted CRM administration training, and implemented process improvements to increase efficiency.
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