Ziv Polishuk

Experience

• 

  Chewy

  May 2014 - Jan 2020

  Led and managed a team of 80 agents, 2 supervisors, and 5 leads, fostering a strong sense of teamwork and shared purpose. Collaborated closely with Directors, the VP of Customer Service, and Operations and Training & Development teams to streamline communication efforts and drive performance. Prioritized time efficiency to ensure accurate handling of high-volume Rx orders while maintaining quality standards. Spearheaded the implementation of technology, system automation, and workflow improvements to reduce workload and enhance productivity with a leaner headcount. Played a key role in recruitment and development, conducting interviews for Rx Team roles, Customer Service Leads, and Supervisors, while providing mentorship to support career growth within the organization. Show less Collaborated with Human Resources and the IT department to ensure a seamless hiring process for a high-volume call center. Consistently delivered exceptional results by staffing up to 30 new agents weekly, meeting demanding operational needs. Managed the full recruitment cycle, including scheduling interviews, creating testing materials, and conducting on-site drug testing. Proactively sourced and qualified candidates through strategic questioning, resume analysis, and direct conversations to identify top talent. Played a key role in the launch of a new Pharmacy department, serving as the hiring manager to build a strong and capable team. Show less

  • Customer Service Manager

    May 2017 - Jan 2020

  • Recruiter - CS

    Sept 2015 - May 2017

  • Rx Lead

    Jan 2015 - Sept 2015

  • CSR,Rx Agent

    May 2014 - Jan 2015
• 

  Boxy Charm

  Jan 2020 - Jan 2023

  Designed and implemented a best-in-class continuous improvement strategy by leading the optimization of processes, policies, and workflows to enhance both customer and employee experiences, driving operational efficiency and supporting company goals.Partnered with leadership and cross-functional teams to evaluate project plans, launch new initiatives, and introduce process improvements and system enhancements to streamline operations.Collaborated with product, technology, and leadership teams to prioritize issue resolution, provide consultation on new features, and enhance overall customer and employee experiences.Worked closely with reporting and analytics teams to develop data monitoring mechanisms and generate customized reports for projects and initiatives, including executive-level summaries to support decision-making and strategy alignment.Led project management efforts, tracked key milestones, and ensured the team delivered high-impact results while adhering to operating policies, procedures, and methodologies.Delivered technical and analytical support for process improvement initiatives, ensuring data-driven solutions and actionable insights.Facilitated team communication, supported training programs, and developed resources to streamline process updates and new launches, empowering teams to stay aligned and well-prepared. Show less Led Customer Service Operations, collaborating cross-functionally with key stakeholders to deliver insights through Voice of Customer reporting and drive continuous improvement.Analyzed and reported financial impacts and issue trends directly to leadership and C-level executives, providing data-driven recommendations for strategic decision-making.Owned end-to-end issue resolution, including investigating root causes, quantifying impacts, and coordinating across teams to implement effective solutions and process improvements.Developed and implemented policies and procedures, setting clear goals to enhance customer satisfaction, while managing new initiatives, system upgrades, and overseeing QA testing to ensure operational excellence.Acted as a logistics liaison, collaborating with supply chain teams to optimize shipping processes and deliver a seamless customer experience. Show less

  • Manager of Process Improvement

    Sept 2022 - Jan 2023

  • Manager of Customer Care, Operations

    Jan 2020 - Nov 2022
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  IPSY

  Sept 2022 - now

  Manager of Process Improvement

  Lead data-driven process improvements to drive operational efficiency, enhance customer satisfaction, and align strategies with company growth objectives, delivering measurable results.Develop and implement best practices, policies, and workflows to streamline operations, improve both employee and customer experiences, and ensure sustainable growth.Partner with leadership, product, and technology teams, utilizing Six Sigma and Scrum Master methodologies to optimize agent tools and back-office systems, improve agent efficiency, reduce costs, and accelerate customer response times while enhancing the user experience through site navigation and self-service options.Monitor and analyze key performance metrics, leveraging data to guide decision-making, track project progress, and ensure successful implementation of continuous improvement initiatives.Own end-to-end project management of high-priority initiatives, from concept to execution, including process redesign, technology integration, and post-launch evaluation, ensuring sustained success and ongoing process optimization.Develop and optimize customer retention strategies, driving higher retention rates, improving customer satisfaction, and fostering long-term loyalty to support business growth.Provide technical and analytical expertise to support process improvement projects, delivering measurable outcomes and driving continuous optimization across departments.Serve as a key stakeholder in the design and launch of new systems, tools, and technologies and collaborate with training team with the necessary resources and knowledge to effectively execute new initiatives.Create executive-level reports, dashboards, and summaries in partnership with analytics teams, providing insights to enable data-driven decisions and continuous improvement results. Show less