Senior Director of Customer Service
Gap is a retail company of apparels which is headquartered in San Francisco, California.
Results-oriented professional with over 20 years experience in contact center customer service and operations management, process development, and call center technology design and implementation. Strategic thinker with strong operational focus, sound technical skills, analytical ability, and good judgment. Dynamic leader, resourceful and competent in developing staff and managing and motivating others. Adept at developing relationships and partnerships between workgroups across locations. Strong planning, forecasting, problem solving and analytical skills. Ability to successfully develop and manage multi-million dollar budgets with consistent adherence. Specialties: •Global Customer Care (U.S., Canada, UK, EU, Japan) •Multi-Site Call Center Operations - Budgeting, Forecasting, Staffing, Analytics •3rd Party Support & Vendor Management •Leadership and Employee Development •eCommerce Sales and Customer Service •Retail Store Customer Relations •Call Center Technology – Strategy, Product Management and Implementation •Strategic Planning •Business Process Improvement •Technical Help Desk Management •Call Center Quality Assurance & Training
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