Achievements


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Leadership / Management
  • Completed major business consolidation within required 60-day timeframe, affecting 550 associates across four sites and delivering an estimated $3.75 million in annual savings. Read Full Success Story.
  • Instrumental in generating $10 million in sales during a five-month pilot for a new, multi-channel selling initiative by supporting store associate Q&A and post-sales customer service.
  • 1.3 million members gained in 18 months for startup frequent shopper program by coordinating systems development, analyzing performance metrics, defining user requirements, and overseeing operations and testing
  • Rewarded with Macy's Extreme Award and stock options for successfully spearheading a 325,000-account credit portfolio conversion within project timelines, leading a 12-member team of department representatives, as well as representatives from the holding company.
  • 21% increase in billing system efficiency achieved, as well as a 41% reduction in turnaround time versus the old manual batch process across three sites by directing a project team that created an in-house workflow system that incorporated imaging technology.
  • Delivered $1.3 million in first-year cost savings and improved service-level standards while exceeding sales goals by transitioning Bloomingdale's By-Mail customer support to two Macy's call center facilities.
  • Integral team member on a $3.5 million design project that enhanced the website, developing workflow descriptions and flowcharts that described current processes for our Gift Registry business, and serving on the customer service sub-committee that devised specifications and requirements for these functions on macys.com and bloomingdales.com.
  • Averted $15 million in annual costs by serving on a five-person customer service team that eliminated system redundancy during the migration of Fingerhut's credit accounts to Macy's system.
  • Piloted training initiatives that drove in-store credit marketing programs and boosted participation rates for instant credit applications an average of 10% each year.

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Team Building
  • Drove team to achieve highest results among a 1,200-member building in the first two years of community outreach/fundraisers and spiked productivity results 10% to 15% higher than other call centers for comparable work categories by effectively selecting, coaching, and mentoring managers and leads for the new Internet customer service department. Read Full Success Story.
  • Championed and mentored three managers to director-level positions within the company in the past 10 years by proactively conducting weekly coaching sessions with managers to review progress and successes, set new goals, and identify opportunities for their associates and leads.

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Call Center Operations
  • Supported 30% to 70% year-over-year sales growth for macys.com business while annually reducing inquiry rates through constantly analyzing customer data and driving for change in concert with marketing, customer service, and website development support. Read Full Success Story.
  • Promoted to support call center's ecommerce customer service department in Tempe, growing initial group of one manager and 25 associates to seven managers and 175 associates in five years, while exceeding performance of all other call centers each year.

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Credit Management
  • Enabled flexibility in marketing and services that supported a two-fold growth in card membership in two years by co-directing the transition of our private-label Visa card accounts to our own proprietary credit system. Read Full Success Story.
  • Selected to support the rollout of Macy's private label Visa card program providing phone customer service and back-office operations; recognized and rewarded due to involvement in development and testing of credit extension algorithms, credit systems design and maintenance, and customer loyalty programs to support business growth and retention.

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Manpower Planning / Budgeting
  • Improved budget compliance 12% over the previous year's variance by using regression analysis to sort through a series of potential drivers, identifying the best combination to create a budget during the high-growth period, and building and applying the new model to the next year's budget. Read Full Success Story.

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Outsourcing
  • Realized 27% cost savings by leading an outsourcing initiative to support macys.com peak holiday phone and email volumes, establishing 75 offshore positions within extremely tight timeframe, and offsetting need to hire locally. Read Full Success Story.

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Performance Measurement
  • Increased average sale 12% after aligning the performance measurement for the customer service team with their new job responsibilities in sales support by adjusting the emphasis of their performance reviews from Average Handle Time to Average Sale.

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Customer Service
  • 7% jump in customer satisfaction ratings attained by improving the customer experience through supporting multi-channel communications including telephone, mail, email, VoIP, and live-text-chat.
  • Recognized for excellence in all customer service positions held, including operations, sales, marketing, and indirect customer service roles, and garnered multiple certificates and awards each year due to customer compliments as well as glowing performance reviews that carry the highest ratings for both internal and external customer service.
  • 6% increase generated in card purchases for six-month control group by implementing a customer service pilot program to promote cardholder benefits and upcoming store sales events for targeted call-types.

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