Chris Garber

Experience

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  U.S. Department of Commerce

  Jan 2010 - Jan 2011

  Crew Leader

  • Facilitated training sessions for new employees and additional on the job training• Reviewed employee assignments for accuracy and approved payroll records• Conducted performance reviews for 25 direct report employees and issued promotion and disciplinary action as needed

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  Vera Bradley

  May 2011 - Apr 2017

  Supervising 14 direct reports by providing ongoing training, performing quality assurance reviews, and meeting with team members for monthly touch bases.Facilitating new employee onboarding; providing relevant systems and soft skills training.Forecasting call and chat volume to create and maintain call center schedule.Recruiting, training, and retaining employees.Developing training programs and scheduling training sessions.Maintaining collaborative environment for enhancing cross functional interaction.Managing daily activities of the unit.Providing top-notch customer service to internal and external clients through continuous improvement.Monitoring and reviewing productivity of employees. Show less Provided direction to a team of 40 on delivering service levels over direct and indirect channels in line with company core values.Acted as project manager for key company initiatives (Locate) by identifying needs, and communicating with interdepartmental representatives through weekly meetings and follow ups.Served as liaison and ensured alignment of overflow partner center through onsite training and weekly meetings.Collaborated with leadership to improve department processes, including $1.5M sales initiatives and ePower reporting.Trained employees in Fort Wayne, IN and Columbus, OH on Vera Bradley brand voice and customer service processes. Show less

  • Customer Service Supervisor

    May 2015 - Apr 2017

  • Customer Service Team Lead

    Aug 2014 - May 2015

  • Global Production Coordinator

    Feb 2013 - Aug 2014

  • Customer Service Representative

    May 2011 - Feb 2013
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  Rite in the Rain® All-Weather Writing Paper

  Jun 2017 - Sept 2019

  Customer Service Supervisor

  Monitor and manage customer experience for innovative developer of waterproof paper products, primarily serving military and outdoor lifestyle clients (both B2B and B2C). Coach and mentor employees in both Customer Service and Logistics divisions, developing link between order fulfillment and customer satisfaction. Collaborate with cross-functional teams on identifying process improvements and defining strategies to support e-commerce operations and growth initiatives.

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  HeroCX

  Sept 2019 - now

  Product Manager
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  General Assembly

  Oct 2021 - now

  UX Design Fellow

  Full-time immersive student in the User Experience Design program that includes over 400+ hours of professional training.Design Projects:Electric Dusk Drive-In | Lead Designer | Website Redesign Project● Conducted 4 interviews collecting + transcribing 84 minutes of user research. ● Create affinity map to synthesize research.● Defined problem statement and accompanying persona.● Collaborated in a design studio to generate solution ideas.● Conducted usability tests on mid fidelity and high fidelity prototypes.● Iterated design based on feedback from usability testing.● Created a presentation deck to present all materials and final prototype.BeeBeep Toys | UX Designer | Website Redesign Project● Created a clickable desktop prototype that allows users to shop and purchase from a small toy store.● Conducted 5 user interviews to understand users toy shopping and online shopping habits.● Developed primary and secondary personas to inform the design process.● Conducted a comparative and competitive analysis of six retail brands to better understand e-commerce best practices.● Utilized card sorting to guide information architecture decisions.Language Link | UX Designer | App Concept● Created a clickable mobile prototype during a two-week design sprint that allows users to be virtually paired with a teacher to conduct personalized one-on-one lessons centered around learning a new language.● Conducted 6 user interviews to understand pain points of learning a new language.● Developed user persona to drive feature design process.● Conducted 3 usability tests and iterated design based on user feedback Show less