Jan S.
Case Manager – Williams-Sonoma | Customer Communication • Escalation Resolution • Documentation Clarity
- Role
- Senior Case Manager - Delivery Quality Team at Williams-Sonoma, Inc.
- Location
- Manassas, VA, US
- LinkedIn followers
- 500 followers
About Jan S.
I specialize in turning complex, frustrating customer situations into clear next steps…
Experience
Senior Case Manager - Delivery Quality Team
Oct 2022 — Present
I manage post-delivery furniture cases where customers report flaws or damage, guiding them toward solutions such as repairs, parts replacements, or full exchanges. Each day brings a new mix of case volume and complexity, and I’ve learned to deliver results even within those constraints.Highlights:Handle escalations with clear, steady communication, keeping customers informed and supported.Prevent escalation by following up proactively and keeping cases moving.Document every case thoroughly and clearly, ensuring the next person has a roadmap forward.Balance efficient, concise calls with empathetic listening so customers feel heard without being rushed.Develop creative ways to navigate bottlenecks — including automation tools that save hours each week and keep workflows on track.Collaborate with vendors, technicians, and internal teams to keep resolutions timely and accurate.
Education
East Carolina University
Bachelor of Science in Communication, Interpersonal/Organizational Communication
2018 — 2021
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