Experienced operations and customer service leader with superb problem-solving skills and a passion for learning. Expeditiously makes decisions without compromising quality of service. Consistently exceeds productivity expectations and thrives under pressure. Excellent communicator throughout all media with customers and fellow team members. Proven track record in handling: - Extremely high volumes of customer communications - Supervision of customer service and operations staff - Resolution of escalated customer service issues - Managing schedules to ensure adequate staff coverage - Fraudulent order prevention and analysis - Monitoring of customer service staff to ensure quality standards are met - Coaching of staff to motivate and build individually and as part of a team - All aspects of computer administrative systems - Business needs and policies - Retail seasonal peak periods - Sensitive customer and business information Aptitudes: - Management and supervision - Editing/auditing - Process improvement and creation - Risk recognition - Continual hours of multi-tasking - Professional telephone skills - Fast typing speed - Use of social media for business purposes - International shipping knowledge - Impeccable language skills - Extreme attention to detail