Wren Willett

Experience

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  Office Depot

  Mar 2011 - Jan 2012

  Print and Customer Services Supervisor

  • Oversaw the Print Department functions to ensure efficient operation while driving overall store sales• Operated and trained associates on all equipment within the Print Services area to maintain efficient production and ensure client orders are completed correctly and on-time, to include determining if Regional Print Center should be used, per established guidelines• Utilized communication tools to request assistance within the Print Services area, and to coordinate the appropriate service for all customers throughout the store• Initiated community outreach initiatives and coordinated in store events with small and medium businesses to increase foot traffic and client/customer retention Show less

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  Sundance Print Centers

  Feb 2012 - Jul 2012

  Printing Associate

  • Use print equipment, produce proofs and samples for consultation, design quick edits• Drive customer satisfaction by assessing customers’ needs, providing superior customer service, and focusing on quality • Maintain machine functionality, organization, and inventory• Maintain proficiency with multiple high speed production machines including printers, folders, padders, cutters and large format mounting machines• Ensure all customer orders are completed to exacting standards with an emphasis on speed and ultra precision Show less

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  FedEx Office

  Aug 2012 - Feb 2014

  Lead Retail Customer Service Associate

  • Demonstrated consultative behaviors by taking orders, giving pricing information, and performing consultative selling to ensure friendly, polite, expert service is delivered to all customers • Managed production flow for digital imaging, scheduling and running black and white or color production on full service orders, including finishing services and large job management to ensure all production orders are done with accuracy and efficiency• Ensured quality during and after production process and facilitated communication among shifts to confirm job quality remained high on multi-shift projects and coordinating pick-up and delivery of customer orders• Completed required financial paperwork and financial reporting including daily sales, close-outs and bank deposits• Assembled parcels and prepared goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages, and affixing labels to parcels Show less

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  IBEX Global

  Feb 2014 - Apr 2017

  Operations Supervisor

  • Created an SLA tracking tool that led to standardized coaching when implemented across the company• Spearheaded rewriting and clarifying the training material to reduce new agent training churn by 25%• Managed escalated calls and situations using appropriate empathy techniques• Executed successful team upskills to cover new lines of business with a 95% CSAT rating

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  TeleNetwork

  May 2017 - Nov 2017

  Technical Support Representative

  • Delivered high-quality customer service via phone and email with a consistent 95% QA score• Analyzed 50-60 customer cases per day and utilized technical skills to deliver a satisfactory solution• Diagnosed and resolved issues including internet connectivity, email, and Pay-On-Demand TV• Managed documentation of customer history in company CRM.

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  CVS Pharmacy

  Nov 2017 - Apr 2020

  Certified Pharmacy Technician Supervisor

  • Executed training of 3 new pharmacy technicians in duties, responsibilities, and pharmacy operations• Prepared 60-75 medication orders per day under the direction of the Supervising Pharmacist• Assured 100% compliance with Texas State Board of Pharmacy rules and regulations• Ensured customer expectations were met by maintaining open, clear, and consistent dialogue with patients and resulted in a 20% upsurge in new customer retention

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  TaskUs

  Apr 2020 - May 2022

  Fraud Support Supervisor

  • Provided mentorship, guidance, and career development to team members through KPI monitoring and 1x1 coaching that led to 4 promotions from my team in the last 6 months• Lead a cross-functional team through building analytical and technical capabilities that increased quality scores across the team and resulted in 100% QA score for 4 months running• Inspired 100% team engagement when establishing team goals and strategies for execution, measuring progress, sharing results, and encouraged a healthy competitive spirit within the team• Established SOP’s for 2 new lines of business while coordinating directly with the client Show less

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  Wagestream

  May 2022 - Sept 2024

  Support Operations Executive

  · Managing Global Failed Transactions, i.e. transfers and salary failures that need to be sent to the employee or employer· Actioning all system automated alerts including but not limited to: pay schedule expirations, duplicate shift appearances, salary/shift amounts that exceed thresholds, etc· Working with the client to resolve all applicable automated alerts, i.e. confirmation of salary/shift amounts, amount of shifts per day, etc· Review, investigation and actioning of all payment ledgers that have a balance (All ledgers should be cleared as quickly as possible)· Working closely with the customer support team, management, as well as cross-functionally with other departments to ensure we create and deliver effective, efficient, and meaningful support experiences for our customers and internal staff· Communicating effectively and promptly with a variety of customer types: specifically must be able to provide a clear understanding of technical issues/steps to resolve· Maintaining a positive and empathetic attitude toward customers at all times. Demonstrating keen problem-solving skills, the ability to think on your feet, and taking initiative· Identifying new and providing feedback on current processes for optimization when needed Show less

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  KETOS

  Nov 2024 - now

  Office Operations Manager