Christina Oberle

Experience

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  The Men's Wearhouse, Inc (Afterhours formalwear)

  Feb 2004 - Sept 2006

  Assistant Manager

  • Developed work schedules, ensured staff remain on task, and completed daily office work• Coached and trained new hires and current staff• Hired, disciplined, and terminated when necessary• Developed and executed marketing and sales strategies• Opened and closed the store, ensuring deposits are made to the bank• Provided excellent customer service• Promoted from Sales Associate to Assistant Manager

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  Verified Credentials

  Sept 2006 - Aug 2011

  Verification Specialist 3

  • Managed high-volume data processing and call center• Directed resources to achieve established productivity and quality metrics• Trained all new hires along with continuing training and development of current employees• Handled interdepartmental written communication and with other departments• Organized work schedule development, time & attendance, workflow distribution, and performance management• Developed and implemented department contests to motivate staff• Promoted repeatedly throughout career Show less

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  Minnesota Walk to Emmaus

  Dec 2009 - Dec 2011

  Volunteer Agape Chair

  • Served as the Agape Chair on the board.• Recruited volunteers• Conducted training and prepared Agape team• Organized volunteers for specific Agape functions• Handled written communication with other Emmaus communities around the world

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  Comcast

  Jun 2013 - Jun 2014

  Loyalty Supervisor

  • Supervised the performance of Customer Account Executives (CAE) in all activities related to Comcast products as well as customer equipment.• Provided leadership and managed performance to achieve a range of sales, service and operational business goals, and ensured the Comcast Quality Experience (CQE).• Developed personal performance plans with CAE's and provided on-goingperformance feedback and quarterly performance plan reviews. • Approved CAE's time, managed schedules and time off requests to meetthe needs of the business, motivated employees to achieve sales andcompliance results. • Conducted real-time phone monitoring and coaching to service CAEs inorder to maintain required service levels, provided immediate feedbackto associates to enhance call quality and increase productivity levels.• Collected and compiled data to identify opportunities for serviceimprovement. • Identified variances and created effective plans to address gaps.• Ensured competence and continuity of qualified CAEs throughoptimum selection, training and development, appraisal and motivationtechniques Show less

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  Shutterfly Inc.

  Jun 2014 - Apr 2018

  Customer Care Supervisor

  Accomplishments: • Led and drove team to achieve high performing results; my team has ranked within the top 3 teams for 8 straight quarters (Q1.2015-Q4.2016).• Head of Social Committee since its inception in Shakopee. The committee is responsible for developing and implementing employee engaging activities and events. • Developed over 2 dozen department wide events, planned timeline to accomplish deliverables, and managed the members of the Social Committee to ensure a successful execution and completion of events. • Taken on 3 additional marketing initiatives where my role was to manage the outbound agents and objectives along with managing the budget and outbound incentives. • I have created 2 new training sessions; “Working with Angry Customers” and “Excel mailing service” where I developed the curriculum, materials and examples and then successfully taught the material to my team. Responsibilities: • Lead, coach and motivate a team of over 30+ Customer Service Representatives to achieve a range KPI’s, deliver on SLA’s and ensure a top notch, white glove customer service experience• Develop and coach a diverse team of specialist and Leads that support the needs of 300+ customer service agents across 3 sites and support functions within all the Shutterfly Brands• Drive process improvements within the Customer Care Department with leadership and relationship skills• Identify, develop and implement processes, policies, and business improvements • Resolve customer escalations in effective manner ensuring a superior level of service is provided to each and every customer• Recruit, interview and hire Customer service professionals for attrition classes and for Q4 seasonal hires• Identify and recommend merchandising, site usability and policy improvements, based on customer and agent feedback • Led and mobilize 50+ Customer Service Representatives into Q4 each year Show less

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  Johnson Plastics Plus

  Apr 2018 - now

  Customer Service Manager

  Accomplishments: • Lead team through restructuring from separate branch reporting structure to a team of one and a "one team" culture• Developed Career Pathing; took a department of all CSR's and created positions including CES, Lead and Trainer to provide growth opportunities, increased responsibility, real-time support, resources for coaching, new hire training and continuing education• Created a standardized interview process and materials for hiring for multiple positions• Co-lead Project team on implementing CxOne software; providing Omni channel routing, recorded interactions that integrated with our CRM; Hubspot. Implemented additional pieces including post interaction surveys for all channels, WFM tools including QA tools and scheduling and forecast abilities• Created a Quality Assurance process and the support resources allowing agents to get real-time feedback based on our interaction standards• Refreshed existing CSR job descriptions and created new job descriptions in tandem with Career pathing that laid out clear and differentiated responsibilities and expectations• Created Performance reviews that were specific to the Customer Service department and have a direct link to the work the team is responsible for. Balanced review with behaviors and attitude that is desired to be successful in their position•Refined and reset the Agent Scorecard to include more holistic approach ensuring the goals are critical performance measure and developed a department scorecard Show less