amy hahn:

Ensured outstanding customer care for an e-commerce company revolutionizing the market for residential and commercial rugs, innovating support strategies, and consistently improving service protocols. • Enhanced departmental performance, introducing ambitious service goals and providing roadmap to earn an average of 98% in Customer Satisfaction Score and 30-minute First Reply Time. • Established hiring schedule and oversaw budget to ensure operations of the department were within cost, productivity and efficiency standards. • Analyzed & revamped returns processing system, decreasing customer refund cycle from two weeks to one day. • Optimized talent lifecycle, streamlining recruitment, hiring, training and evaluation, developing a cohesive team with outstanding corporate citizenship. • Grew team from three to 12 people, creating two customer support hubs abroad. • Lead Zendesk implementation with timely training to ensure uninterrupted transition from Freshdesk. • Established KPIs, providing senior management with weekly real-time data to facilitate critical decision making.

Played a key role as an integral part of the leadership team, ensuring exceptional customer experience nationwide and locally for the world leader in bike share system implementation and operation. • Streamlined BicyCALL center, optimizing year-around, dedicated support to five most significant bike share programs from coast to coast. Emphasized prompt, result-oriented client communications to resolve issues and followed up, establishing and building upon a solid base of satisfaction and loyalty. • Optimized program for Metro Bike Share, ensuring outstanding department-wide productivity and professionalism while managing comprehensive HR functions. • Continually innovated technology, created robust knowledge base and established onboarding program. Underlined goals of environmental sustainability and improved quality of life. • Provided reports, established SLAs and key metrics, developed process improvements to reduce First Reply Time from over 30 minutes to 10 minutes and increase average CSAT from 94% to 97%.

Los Angeles, CA Progressive accomplishments within an independent eyewear industry leader. Nurtured an inspirational work environment to provide exceptional service to customers, optimizing presence in highly competitive markets. Collaborated in groundbreaking product development and branding initiatives to transform style, design and consumer preference nationwide. Director, Account Relations (February 2008 - December 2016) Led efforts to place products in exclusive markets; oversaw smooth daily operations, hiring, training and mentoring staff with a strong emphasis on providing consistently exceptional customer experience. Established cross-functional strategies, optimizing collaboration among management, sales and customer service personnel. Defined styles and standards of production excellence, transforming the brand into an industry pace-setter. • Managed key accounts, maintaining sales leadership in premium markets. Analyzed trends and consumer preferences, effectively modifying service to increase key account sales by 20%. • Established strategic alliances with Cartier, Ilori, Aspen and Luxottica, developing some of the industry's most sought-after brands. • Forecast, analyzed and prepared statistical reports and metrics for occupancy optimization, productivity and ROI measurement.