Hillside, New Jersey, United States
10+ years of leadership experience in varies retail and warehouse settings
Manage high-volume inbound retention conversations with customers requesting cancellation; diagnose needs and guide calls to resolution and commitment. Deliver consultative recommendations on packages and promotions aligned to customer priorities while protecting revenue and improving customer experience. Resolve billing, service, and technical concerns with calm, confident communication in time-sensitive situations. Share talk tracks and best practices with peers and leadership to improve consistency, compliance, and outcomes.
Led daily operations in a high-volume fulfillment environment, supervising 35+ associates across multiple shifts; ensured safe execution, quality, and on-time output. Improved workflow efficiency by implementing a robot sortation process that increased throughput and streamlined packing and shipping execution. Built performance through daily huddles, coaching, and development plans; supported succession planning and leadership readiness. Maintained inventory accuracy and operational reliability using warehouse systems and reporting to reduce errors and improve execution.