Andrea Wilson
Manager - Omni-channel Experience @Vacatia
Signup · Get unlimited contacts
WORK HISTORY
Manager - Omni-channel Experience @Vacatia
EDUCATION
University of South Florida
Bachelor of Science - BS, Psychology
ABOUT ANDREA WILSON
As a Digital Service Manager II at Wayfair, I lead a team of 15 exempt leaders and 250 indirect reports who handle inbound chats and text messages from customers across various channels. I use Google Data Studio, Cascade, Verint Workforce Management, and Workday to monitor, analyze, and optimize the performance, quality, and efficiency of our digital service. I also collaborate with other managers and stakeholders to develop and implement best practices, policies, and procedures to ensure a positive customer experience. I have over 5 years of customer service experience at Wayfair, where I started as a frontline service agent, case manager, and then became a Customer Service Manager before taking on my current role. I have a Bachelor of Science in Psychology from the University of South Florida, which helps me understand and empathize with customers and agents, as well as apply behavioral and motivational principles to improve customer satisfaction and retention. My core competencies include customer service, communication, data analysis, team leadership, and problem-solving. I am passionate about creating a positive and engaging customer experience through innovative and personalized solutions. I am always eager to learn new skills and technologies that can enhance our service and value proposition.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.