Summary
Overview
Work History
Education
Skills
Nonprofit Experience
Tools and Technology
Timeline
Generic

Elissa Plunkett

Plumas Lake

Summary

Results-oriented professional with a proven track record in KPI management and performance reporting. Expert in cross-functional collaboration and complex problem-solving, driving significant improvements in vendor performance. Adept at coaching teams to achieve operational excellence while utilizing data analysis to inform strategic decisions.

Overview

17
17
years of professional experience

Work History

Vendor Management Supervisor

Gap Inc Direct
Rocklin
03.2022 - Current
  • Oversaw offshore business partner performance, ensuring achievement of all KPI targets.
  • Facilitated communication between vendor partners and internal departments to enhance collaboration.
  • Provided timely feedback to vendors, promoting continuous improvement in service delivery.
  • Created and maintained comprehensive reports on vendor performance metrics.
  • Traveled to offshore sites for direct engagement with agents, strengthening relationships.
  • Implemented process improvements and communicated essential business updates to stakeholders.
  • Utilized Salesforce, Microsoft Office, and Power BI for data analysis and reporting.

Customer Service Supervisor

Gap Inc Direct
Rocklin
08.2017 - 03.2022
  • Supported company initiatives to enhance strategic alignment and operational effectiveness.
  • Drove team results, consistently achieving all key performance indicators.
  • Managed fully remote team across multiple sites, ensuring cohesive collaboration.
  • Received Exceed Award for exceptional contributions during peak hiring in 2018.

Customer Assurance Specialist

Gap Inc Direct
Rocklin
04.2016 - 08.2017
  • Resolved escalated customer concerns to advocate effectively for client satisfaction.
  • Managed workloads for team and individuals while maintaining high call volume.
  • Developed standard operating procedures (SOPs) for training incoming customer assurance specialists.
  • Coached peers and cross-department teams, providing constructive feedback to enhance performance.

Customer Service Consultant

Gap Inc Direct
Rocklin
10.2014 - 03.2017
  • Achieved one-call resolution for customers through friendly, efficient service delivery.
  • De-escalated customer issues while upholding a 'Customer First' approach.
  • Provided help desk support to enhance contact center operations.
  • Collaborated with departments and leadership to address complex customer challenges.

Seasonal Customer Support Specialist

Gap Inc Direct
Rocklin
09.2015 - 01.2016
  • Consistently maintained performance ranking in top 3 percent throughout tenure.
  • Adapted quickly to new skills, enhancing efficiency and effectiveness in role.
  • Assisted senior agents collaboratively to resolve complex issues.
  • Evaluated orders while exceeding 100 percent productivity.

Teaching Assistant

Sierra College
08.2010 - 12.2015
  • Plan and organize lessons to ensure a successful and positive learning experience
  • Support students and monitor their performance to ensure their success
  • Provide timely feedback and support to enrolled students
  • Advise class professor on student progress, trending student difficulties, and student successes

Guest Service Assistant

Target Corporation
Lincoln
11.2007 - 07.2015
  • Achieved multiple promotions, demonstrating increasing responsibility and leadership capabilities.
  • Supervised 20-30 team members to drive performance and efficiency.
  • Managed teams while addressing escalated customer concerns effectively.
  • Assessed business needs and developed plans to enhance operational efficiency.
  • Ensured employee knowledge and proactive customer support through training initiatives.
  • Escalated product issues to Headquarters for prompt resolution.

Event Coordinator

American Cancer Society
05.2011 - 09.2012
  • Oversaw team of 10 to plan and execute Rocklin's Relay for Life event.
  • Built strong relationships with diverse vendor partners to ensure seamless collaboration.
  • Addressed participant and volunteer concerns promptly and efficiently.
  • Provided guidance to Relay for Life Team Captains for effective team leadership.
  • Delegated planning and organizational tasks among volunteers to achieve event success.

Education

Bachelor of Arts - Deaf Studies

California State University, Sacramento
Sacramento, CA
12-2015

Skills

  • Vendor management
  • KPI management
  • Performance reporting
  • Cross-functional collaboration
  • Large center (500 FTE) management
  • Data analysis
  • Coaching and mentoring
  • Complex problem-solving

Nonprofit Experience

  • American Cancer Society: Relay for Life, 05/01/11, 09/01/12, Event Coordinator, Oversee a team of 10 people to plan and execute Rocklin’s Relay for Life, Build relationships with a variety of vendor partners to ensure, Address participant and volunteer concerns in a friendly and efficient manner, Provide guidance for Relay for Life Team Captains to successfully lead their teams, Delegate planning and organizational responsibilities among volunteers to execute a successful event
  • Sierra College, 08/01/11, 12/01/15, Teaching Assistant, Plan and organize lessons to ensure a successful and positive learning experience, Support students and monitor their performance to ensure their success, Provide timely feedback and support to enrolled students, Advise class professor on student progress, trending student difficulties, and student successes

Tools and Technology

  • Microsoft Office (Excel, Word, PowerPoint)
  • Power BI, Sharepoint
  • Salesforce
  • CCaaS, NICE CXOne
  • Verint and NICE Call Recording
  • Avaya CMS
  • Kronos
  • ServiceNow

Timeline

Vendor Management Supervisor

Gap Inc Direct
03.2022 - Current

Customer Service Supervisor

Gap Inc Direct
08.2017 - 03.2022

Customer Assurance Specialist

Gap Inc Direct
04.2016 - 08.2017

Seasonal Customer Support Specialist

Gap Inc Direct
09.2015 - 01.2016

Customer Service Consultant

Gap Inc Direct
10.2014 - 03.2017

Event Coordinator

American Cancer Society
05.2011 - 09.2012

Teaching Assistant

Sierra College
08.2010 - 12.2015

Guest Service Assistant

Target Corporation
11.2007 - 07.2015

Bachelor of Arts - Deaf Studies

California State University, Sacramento

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Elissa Plunkett