CUSTOMER EXPERIENCE SUPERVISOR

Dedicated Customer Experience Supervisor, positive and upbeat with experience in
developing realistic solutions to assure satisfactory customer experiences on multi-platform
systems. Always approaching life with an enthusiastic, can-do attitude and hard working
mentality. Capable of handling multiple projects simultaneously with high degree of accuracy.

Partner with the e-commerce and operations team to align customer service

department policies and systems with the company's objectives.
Measure Customer Service Representatives' performance by setting standards to meet service goals of company with bi-monthly 1:1 meetings. Coach Customer
Service team in order to achieve high performance.
Assist Customer Service Teams in the US, MX and UK in troubleshooting orders
that require special handling.
Support on-boarding and supervision of outsourced team in Mexico,
Respond to escalated customer inquiries and problem solving in a professional

and effective fashion.
Oversee quality and quality of work produced insuring all agents are held
accountable and expectations are consistently met.
Oversee customer issues and ensure effective and long-term problem resolution with other teams.
Provide feedback to the head of e-commerce and operations regarding service
failures or customer concerns.
Continually evaluate company policies to provide fair and consistent service to our
customers.

Developed and updated tracking spreadsheets using In-house admin tool.
Managed warehousing costs, inventory cost and quality of Joyus (women's online vertical) products. Used Looker to model data and forecast trends.
Generated reports of findings to help management with making key decisions.
Identified and recommended changes to existing processes to improve accuracy,
efficiency and responsiveness of customer service department.
Manage vendor relationships to protect all stakeholders were happy acting as a
liaison between customers and sales. Developing a quarterly vendor newsletter and assisting partners as the post launch success team.
Point of contact for our top tier Publishers (CNN, Yahoo, HuffPo), handling
escalated tickets, internal requests, performance reporting and partner projects.
Supported CNN Online Store with order and inventory management, shop
performance updates and reporting and managing customer interactions.
Managed support in social media accounts and online review pages like the Better
Business Bureau, SiteJabber, etc. Raised BBB score from C-to Aina single
quarter.
Spearheaded and implemented a platform wide return merchandise authorization
(RMA) initiative. Plan of action for product launch, collect data from partners,
assign  in-house teams for follow ups, vendor communication and insight for the product team.
Oversaw customers social presence for the company as well as partners through
social media and review sites.
HELEN


CARRILLO

CUSTOMER

OPERATIONS SPECIALIST

Find out detailed information about HELEN CARRILLO, CUSTOMER EXPERIENCE SUPERVISOR 

HELEN CARRILLO: CUSTOMER EXPERIENCE SUPERVISOR

HELEN CARRILLO

Therabody

StackCommerce

Santa Monica College