Taylor Stearns

· I analyze and report customer feedback that we receive from our Post Order Survey on a monthly basis.

· I develop, create, and design a monthly Customer Centricity Newsletter that is distributed throughout the company to keep employees up to date on what is happening throughout the company.

· I manage and update our Customer Centricity Website.

· I manage our LTK platform for our Apparel Brands. I help create campaigns and collaborate with influencers.

· I work with our brand teams to provide customer information and assist with any brand events

· I use Text Analytics to develop CFI Tags to categorize customer comments from our post order survey for reporting purposes. (categories like shipping, fit size, quality, assembly, etc).

· I listen to customer calls and monitor how the agent is handling the call and how the customer is being treated

· I perform mystery shopping exercises internally and competitively. I document the process and present my findings to different brands and departments so that we can find errors and improve our shopping experience for our customers.

· I am part of a team to help implement a new post order experience for our customers. I helped test the new platform with our brands and continue to monitor the new platform