1. 1
Davendra Maharaj
Call Center Manager
HealthypetsInc.
davem@healthypets.com
Duties/Responsibilities overseen
- Coordinating with Marketing/Jesse and managing the q@healthypets.com email address.
- Coordinate with I.T./James to try and save cancelled orders.
- Weekly warehouse test orders (binder updated weekly)
- Work with lance (marketing) to go over strategies and any issues that might have come up
- Update schedule for CSRs on public holidays.
- Update designers with our holiday shipping schedules, so they can update the site/customers.
- Work w/ IT to save orders that might have been cancelled. running report per item and give out to CSRs.
- Check in with Hannah to make sure she is correctly fighting the charged backs received.
- Create logins (OMX, Phones, Boldchat, Zendesk, Network Shares, Gmail, etc) for new CSRs.
- Replying to emails from CSRs asking to released review orders that cust provided ccv.
- Train new CSR on policies and protocols.
- Created a Standard Operating Procedure shared folder on google drive with all protocols.
- Update SOP folder when protocols change or when adding new ones.
- Spreadsheet of online website reviews of EP, HP, NP.
- Review/update/plan the strategy to improve reviews and customer service based on review feedback.
- Phone system schedule changed for holidays like BF/CM/Xmas/etc.
- Warehouse invoices- change logo monthly to reflect current promos.
- Package audits- Box suffers, lowest cost envelope or box, usage of box taper machines, etc.
- CSR contests - update posters, verify everyone's numbers, setup prizes.
- CSR Email QC assessments - review past emails and see where improvement is needed.
- CSR Phone skill and QC assessments for all CSR including supervisors.
- EPRx - push on every call, update shared sheet to shows stats/leaderboard.
- Notate every manually processed order in my physical binder.
- Email the WH orders/information to make sure that orders get processed that same day. cc Bob/Sam/Joe.
- Send 12:00p daily sales leader board updates that include zendesk satisfaction scores and bold-chats.
- All AVS/CCV review orders daily. not including dropship and paypal orders that need to be released.
- Cancel any fraudulent orders and avoid callbacks by thoroughly screening orders.

2. 2
- Check for gift Certificate orders and issue corresponding codes via email.
- Review and approve/decline vacation / time off requests.
- Charge-back review and assessments.
- Staff interviews (new CSR/Data hires).
- Review flagged fraud orders and input the order information into our in-house fraud database sheet.
- CSR seating chart - update, add remove for new hires.
- Tuesday/Weekend newsletters and promotions printed and posted in call center.
- Wall boards/Security cams - make sure all TVs are on and displaying correct information.
- Amazon -> avoid bad reviews, check to make sure they are answered within the 24-hour time frame.
- Update the weekly upsell spreadsheet (daily).
- Order stickers for warehouse (azodyl-keep out of the sun stickers).
- Coordinate w/ marketing team before the coupons go out to make sure codes/promos work correctly.
- Review approve/decline a CSR/Data employees requested time off.
- Review orders that have a substantial discount for margins.
- Work with application representatives for functionality and upgrades. (boldchat/zendesk).
- Train CSRs and follow through by reviewing calls live or recorded.
- Create/Post banners updating everyone on contests, sales etc.
- Follow up with warehouse regarding any requests made for special orders.
- Research into call-center software and what they can offer.
- Contact vendors to set up lunch n learn training with CSR sales staff.
- Coordinate the lunch portion of the training, sign in sheet, receipts, etc
- Walk warehouse through the process of filling large orders.
- Set up call-center with displays/samples of in-house products.
- Coordinate with pharmacy to make sure staff is not taken away from CSRs (Michael).
- Have a data entry person at the front desk at all times, assign work as needed.
- Make sure all voicemail boxes are checked daily and are called back that same day.
- Walk through call center daily to make sure everything is in its place.
- Keep an eye on all staff, not just CSRs to make sure that everyone is doing what they are supposed to be.
- Report any theft, misconduct, vulnerabilities that would jeopardize the company.
- Lock/arm the building every night/unlock in the morning. (assign appropriate person).
- Zendesk reports and QC / Satisfaction breakdowns and actions.
- Go through disco/backorders and make sure that appropriate item is cross-sold.
- Work with purchasing to find out if an MFG BO item is going to come back in stock, or disco.
- Train supervisors to conduct PHS trainings in addition to soft skills, autoship, de-escalations, etc.
- Login to yahoo portal to answer questions by customers on specific items. Train someone to do this daily.
- Revamp CSR commissions: make sure correct margins are being met.

3. 3
- Create product training schedule for supervisors to follow and present to CSRs weekly.
- Contact vendors to see if they want to sponsor any sales holiday breakfast or lunch for CSRs (BF/CM)
- Obtain/update tax exemption documents in a shared location with accounting
- Maintain and update SOP (Standard Operating Procedures) shared folder
- Coordinate with vendors to add/cancel trainings with CSRs
- Adjust own schedule to match that of CEO (Dr G) & Senior Director of Ops (Bob) 9a-5p
- Pre-typed up email for people that are double dipping the autoship + site coupon
- Manage other storefronts to ensure order placed are shipped : amazon, ebay, etc
- Call center seating chart for entire floor according to department
- Work with budget for food. Includes creating maintaining receipts and reaching out for sponsorship
- Meet with CEO (Dr G) weekly for updates and to check in
- After ccv is received, CSR emails manager to release (20-50 per day).
- Update website literature - FAQ, reviews, pics, disclaimers, etc.
- Do write ups for warehouse managers (because they cannot express themselves proficiently, in english)
- Manage data entry/amazon breaks lunches and duties. Reassign work as needed.
- Motivate CSR, increase sales via trainings, support & follow up.
- Have contests for PHS items (upsells).
- Collect contest numbers for every sales update (tedious).
- Go over the margins for CSR comms structure.
- Setup heartland (Christy) comms structure/schedule.
- Help other managers take action regards to writeups ect.
- Inform Director/CEO of any points of failure in the company.
- Look for and present new technologies to advance the call center.
- Evaluate CSR timesheets vs Sales / Overtime control.
- Go over old cc declines/paypal/holds/bo's/ect to clear them out.
- Create macros for orders that need to be purged from our system (old, disco, etc).
- Help other departments create a break/lunch schedules for their staff.
- Coordinate with maintenance to clean/vacuum callcenter before there are visitors.
- Goto specific warehouse locations to mark them as “ORM-D”, “LIMIT QTY:3”, etc.
- Create handwritten apology/condolence letters to upset clients/customers who leave negative feedback.
- Take the top salesmen and record their calls for training purposes. Use those same CSRs to run trainings.
- Manage all Lunch n Learn payments made with the HP creditcard.
- Create a plan to increase and hold a Zendesk Satisfaction score of 80% or above.
- Perform ad-hoc reporting on traffic, conversion and transaction value (daily).
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