Fashion

•	Lead the day-to-day operation of the customer service and order entry divisions.
•	Developed efficient work procedures, schedules, and workflow practices
•	Monitored call quality to ensure employee demeanor, technical accuracy, and conformity to company policy 
•	Trained Customer Service Representatives and Order Entry Specialists on company policies and procedures, product knowledge, and communication skills
•	Established and monitored quarterly and annual department goals
•	Analyzed work volume/productivity reports and call volume reports
•	Reviewed customer service requests, complaints, and satisfaction surveys
•	Identified and responded to customer concerns relating to samples, material questions, general technical information, installation, and maintenance 
•	Coordinated efforts to improve the customer experience at the point of sale.
•	Built customer loyalty and confidence by ensuring customer needs are met in a timely manner
•	Ensured the first-in-class customer service is provided by the Service Team
•	Partnered with Sales and Technical Teams to ensure smooth transition or resolution of customers and issues
•	Ensured Service Team AS9120 compliance
•	Strategized to achieve continuous improvement through Kaizen and Six Sigma methods.
•	Administered the ShoreTel Telephone system 
•	CRM Administrator, responsible for enhancing and maintaining SalesLogix
•	Enhanced and improved surveys and social media
•	Created monthly performance scorecard
•	Participated as member of the Safety Committee, responsible for investigating and submitting all accident reports


•	Provided day to day management of two call centers located in Rancho Dominguez, CA and Saddlebrook, NJ.
•	Increased phone channel sales 28% over previous year
•	Developed and implemented plans for strategic accounts that exceeded expectations in revenue retention/growth, account profitability, and customer satisfaction.
•	Developed GEM customer program for retention and VIP service
•	Responsible for meeting sales goals and overall quality of service.
•	Introduced improvements in business strategies based on customer feedback.
•	Worked closely with other departments within the organization to help generate new business. 
•	Implemented new outbound sales team for organic growth and retention.
•	Coordinated efforts to improve the customer experience at the point of sale.
•	Identify customer needs and match to Company products and services
•	Monitored/evaluated sales-teams performance – guided others towards achieving sales targets and established effective/scheduled sales reports
•	Worked in business-development teams on business-planning strategies.
•	Negotiated appropriate pricing and adjustment decisions within established guidelines. 
•	Strategized to achieve continuous improvement through Kaizen and Six Sigma methods.
•	Strategized and developed phone system enhancements and call queue improvement
•	Involved in SAP and Oasis for CRM development
•	Developed skill based routing
•	Enhanced and improved surveys and social media
•	Created monthly performance scorecard
•	Created Team Lead Incentive plan based on Team and Department Performance Standards
•	Created and implemented monthly one on one meetings 
•	Implemented recognition program for employees exceeding in performance and productivity.
•	Handled customer escalations and made exception decisions
•	Interviewed and hired new customer care representatives.
•	Conducted Voice of Customer Interviews in specific vertical segments
•	Developed and implemented on-going training and education programs 
•	Motivated and trained CSRs through formal in class training, one-on-one sessions, written training manuals, as well as follow-up assessments.
•	Created and implemented Quality Assurance monitoring of inbound customer service calls and emails to ensure script adherence, call integrity, and proper phone etiquette.

Senior Ecommerce Customer Service and Call center Manager

Find out detailed information about Lynn Meza,  in Stanton, CA

Lynn Meza: in Stanton, CA

Lynn Meza

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University Central Florida