Valary Dornfeld's Email Addresses & Phone Numbers

Project and Client Relations Manager @ Prime Time, Inc. From 1994 to 1998 (4 years) Assistant Buyer/Merchandiser, Marketing Coordinator @ CFTC Group From 1992 to 1994 (2 years) 2nd Vice President, Operations Services @ Protective Life Hired to drive organizational change to improve upon and deliver a consistent customer experience. Tasked with leading a newly created shared...

Project and Client Relations Manager @ Prime Time, Inc. From 1994 to 1998 (4 years) Assistant Buyer/Merchandiser, Marketing Coordinator @ CFTC Group From 1992 to 1994 (2 years) 2nd Vice President, Operations Services @ Protective Life Hired to drive organizational change to improve upon and deliver a consistent customer experience. Tasked with leading a newly created shared services center, including establishing its strategic vision and goals. Actively consulted and/or led multiple projects targeted at enhancing self-service and transforming the digital experience.- Created, implemented, and managed Centers of Excellence covering training, quality, workforce management, business analytics and operations technology. - Optimized and continuously improved technology capabilities by partnering with business process owners and IT and collaborated internally to develop strategic approaches, capability expertise, and best practices. Technology leveraged and/or implemented include robotic process automation (RPA), artificial intelligence (AI), desktop processing analytics (DPA), speech analytics (for quality and insights), contact center telephony to name a few. From 2017 to 2020 (3 years) Birmingham, Alabama AreaExecutive Director, Customer Experience @ Toys R Us Asked by senior leadership to return to Customer Service (CS) to redefine and execute a strategy and culture that supported positive customer interactions across the entire brand: in stores, online, and through its call centers. Managed overall CS team, including 5 direct reports, an internal 40-seat call center, and a third-party provider with on- and off-shore presence.- Created and presented a strategy that aligned with organizational goals and focused on customer retention, quality, and ease.- Championed the customer experience by partnering with senior leadership to influence marketing, merchandising, .com and operations to develop guest-friendly programs, promotions and experiences.- Managed the quality, performance, and guest focus of call centers, and systemically resolved guest issues through data analysis and continuous improvement. From 2015 to December 2016 (1 year) Wayne, New JerseyDirector, Digital Operaions @ Toys R Us Drove a customer-focused culture as part of a larger plan for an omnichannel environment. Responded to changing customer dynamics by bringing US e-commerce operations in-house and onto a new platform.- Increased awareness and ownership of key performance metrics by developing executive-level dashboard reporting. - Ensured optimal effectiveness of online operations ahead of peak sales season by aligning site components, executing company’s operational strategy, and improving the online experience. From 2015 to 2015 (less than a year) Wayne, New JerseyDirector, Online Customer Care & Omnichannel Operations @ Toys R Us Drove cross-channel strategy alignment while meeting the unique online needs of digital eCommerce & Omnichannel customers. Managed online call center operations and developed eCommerce customer care policies in a hybrid internal/outsourced environment.- Supported sales growth by identifying and fixing service gaps, encouraging operational enhancements based on the voice of the customer and, aligning customer service to business and customer needs, especially in the 4Q holiday sales season.- Contributed to consistent year-over-year double digit growth of digital eCommerce business by alleviating process gaps and ensuring its operational flow supported an optimal guest experience.- Grew customer satisfaction rate due to improved execution by leveraging customer feedback to prioritize opportunities to enhance the customer experience. From 2011 to 2013 (2 years) Wayne New JerseyManager, Online Customer Service & Call Center Operations @ Toys R Us Directed online eCommerce customer service operations. Served as customer service lead on brand launches as well as a subject matter expert and global co-lead for launches in six countries. From 2006 to 2011 (5 years) Senior Manager, Guest Services @ Toys R Us From 2005 to 2006 (1 year) Executive Guest Relations Manager @ Toys"R"Us From 2001 to 2004 (3 years) Customer Service Supervisor @ Toys"R"Us From 2000 to 2001 (1 year) Customer Service Coordinator @ Toys"R"Us From 1999 to 2000 (1 year) Director, Digital Guest Experience @ Toys R Us Championed the Voice of the Customer. Drove culture of change with accountability for end-to-end online and omnichannel customer experience. Identified opportunities to improve service gaps. Implemented strategic initiatives from insights drawn across touch points. Ensured feedback was consistently gathered, transparent, and actionable. Selected, developed, and engaged team members.- Established best-in-class practices for eCommerce & Omnichannel and drove continuous improvement according to external benchmarking.- Measured performance and facilitated superior customer experience by developing and managing a scorecard system with key customer experience metrics, insights, and initiative updates.- Reviewed and approved major customer service, operational & eCommerce projects and releases to ensure guest experience was considered and incorporated.- Facilitated growth in digital eCommerce business by improving operational performance and managing guest impact. From 2013 to 2015 (2 years) Wayne New Jersey