Michelle Seymour

About Michelle Seymour

I believe in making the customer experience so great that the customer tells the story…

Experience

1. Ecommerce Call Center Manager - Customer Experience

   LT Apparel Group

   Aug 2021 — Present

   My goal is to effectively succeed with the growth of the digital channels and delivery of customer contact efficiencies across digital service lines. The focus of my role is to contribute to developing existing revenue and service in the eCommerce arena. In addition to overseeing the daily operations of the call center, I also manage the vendor relationship and success with our 3rd party call center. This is accomplished by establishing goals and resolving any customer issues or call center problems that occur. In this position, myself along with my team represent the voice of the customer to drive improvements to the overall FrenchToast.com experience. My current, and past, independent solution-oriented performance is vital to this role. As the eCommerce Call Center Manager, I collaborate to formulate the digital contact strategy, make strategic decisions, and lead the execution of the strategy. This strategy will drive outcomes for customers including increased sales, retention, satisfaction, and efficiency along with choice of channel (e.g, email, web, chat, social, SMS, IVR), CRM and analytics (customer satisfaction, customer insight, relationship management and web analytics), and social listening and intervention process.

Education

• University of Michigan

  Bachelor of Business Administration - BBA