EXPERIENCE
Gap, Inc. — 1997-Present
Associate Project Manager, Customer Experience Team — 2000-Present
Manage Old Navy Customer Relations database including building and
improving systems and processes. Promote use of customer feedback to
create a seamless customer experience by developing partnership
relationships throughout the company.
Database Management — Partner with relevant corporate divisions to
determine, manage and implement business and technical needs of customer
relations databases and reporting systems.
- Manage migration of data from call center software to reporting system
format, including data cleaning and normalization
- Improve data integrity by analyzing incoming data, and developing
processes and procedures
- Continually track and evaluate emerging issues with knowledge of
business partner needs to update customer issue taxonomy and
classification
methodology
Reporting and Research — Provide business partners with clear
understanding of customer and business issues for informed
decision-making
- Analyze data, develop and write monthly reports to provide overview of
customer feedback and offer possible long-term solutions
- Provide corporate departments with customized reports to explain their
issues in-depth
- Review external online forums to remain informed about the company's
customer experience image
Quality Assurance Monitoring — Ensure high quality customer support by
monitoring and improving the performance of the call center
- Develop quality performance standards, and provide regular reports,
measuring correspondence team against those standards
- Identify customer relations enhancement opportunities and drive
implementation
- Train staff on new processes and procedures
Special Projects Assistant — 1997-2000
Provide project support to Vice President Product Standards and Quality
Assurance. Promoted to Associate Project Manager.
- Provide Style Tracking Report, Sourcing Volume Report, Budget Reports
- Edit, publish and distribute reference materials, Technical Bulletins,
Manuals, Product Comparisons to worldwide business partners
- Develop training and informational presentations
- Research and compile information for partners using tools such as
websites, research reports and internal company data
- Monitor external electronic mailing lists for emerging product
integrity issues
- Electronically transfer (FTP) up to date garment style specifications
to international sourcing offices as needed
- Organize Product Integrity events such as training conferences for
external vendors and visiting international sourcing employees
- Organize department holiday fund-raiser and coordinate and manage
year-round volunteer programs for department
Tobin & Tobin — 1996-1997
Wendel, Rosen — 1991-1996
Nichols, Doi — 1989-1991
Paralegal — Supported Senior Partner in real estate, commercial and
product defects litigation.
- Assisted in drafting, editing and filing of pleadings, memoranda and correspondence
- Provided daily case management, entailing organizing, cataloging and
maintaining case materials
- Managed multiple legal cases, organizing case materials to ensure court
deadlines are met
- Assisted in all phases of trial preparation, creating visual aids,
exhibits, trial notebooks and jury instructions
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