Princess Polly - Customer Service Executive of the Year

Company: Princess Polly, Los Angeles CA
Company Description: The Princess Polly online store was born in true startup style - out of a beachside apartment on the Gold Coast, Australia in 2010. Our products are inspired by the latest trends in fashion, street style, and pop culture, allowing us to be the go-to place to shop the newest looks. And with the fastest free delivery and easy returns, our girls are ready to wear it this weekend.
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Executive of the Year

Nomination Title: Alexandria Collis

Alexandria began working for Princess Polly as the US Customer Experience Manager in February 2019, and was promoted to Director of Customer Experience in October 2020. She has built our company’s 5-star customer experience department in the US from the ground up. After launching our US Website and operation mid 2019, the Customer Experience department quickly became a critical element in determining where operational inefficiencies lay. Alexandria designed and implemented a data collection and reporting strategy to quantify customer pain points, partnered with others across the organization to prioritize issues, and help pivot however necessary. She is not only only a strategic advocate for our customers, she is also a dynamic leader to a diverse team of over 20 employees. As a leader, Alexandria is a firm believer in enhancing the team experience and empowers those around her to be dynamic, exciting, and inspiring leaders themselves. Her team philosophy on employee culture, diversity, and passion for people has proven to be successful with 600% team growth July 2019-Oct 2020, and 90% employee retention rate. In this time, her team has serviced over 700,000 customers across our support channels; email, chat, social media, and phone support.

Alexandria always strives to create new and better ways for the organization to be successful. She looks ahead to future possibilities and translates her ideas into breakthrough strategies. Through the use of technology and platform optimization, she has designed a highly scalable end-to-end-customer support journey that has created highly satisfied customers and brand advocacy. Her input into systems, cx technology, processes and leadership is well evidenced by her colleagues testimonials, as well as the virtual webinars she has guest spoken on. By mid 2020, Alexandria migrated the global CX teams into one central system to allow for the integration of our CRM, Loyalty, and other Marketing systems. She also launched a quality assurance program focusing on employee performance, and lastly, promoted multiple employees into managerial roles.

A high level outline of Alexandria's accomplishments:

-Hired, onboarded, trained the entire US CX department amidst Princess Polly launching a US based Website and operation in 2019
-Developed policies and procedures
-Achieved proper staffing levels
-Developed necessary training and education for agents
-Implemented strategies for acting on customer feedback
-Designed changes in the business based on feedback internatlly and externally
-Developed comprehensive metrics and kpis for the department and organization
-Implemented, integrated, and enhanced all CX systems and tech stack

Alexandria is well prepared (often with a supporting deck), and answers key questions when advocating a change in process or proposing a new idea. Alexandria models adaptability, consistently challenges herself and frequently challenges her team. 2019 was a very dynamic year, with frequent challenges (i.e., site conversions, shipping outages, and fulfillment center opportunities), that created unique and unplanned situations for Alexandria and her team to adapt to. In 2020, Alexandria drove innovation across CX with the merging of our global CX department and positively changed the service model. She was able to demonstrate a future orientation, reduce the cost per contact, and increase individual team member accountability. She has used her data prowess and understanding of the business to forecast demand, create contingency plans, and tie her (and her teams), results to the financial goals of the business (i.e., reducing the cost per contact, shifting customer contacts from high cost to low cost channels, improving CSAT, and unifying the global service experience).

Alexandria understands the importance of partnerships, vendor relationships, networking and collaborating. Her presence was requested by one of the fastest growing AI CX Solutions, as a guest speaker. She covered topics relating to reliability, escalations, self-service, how the pandemic has impacted CX, and holiday CX strategy during a season unlike any other. She uses her industry-specific knowledge, and strategic thinking skills to provide Princess Polly with outstanding results.

Improvements across our brand in our customer service performance:
-Launched US operation in April 2019
-Implemented new CX based software to streamline and integrate all reporting, inquiries, and data
-First Response Times:93% improvement
-Full Resolution:96% improvement
-One-Touch Resolutions:85%; 15% improvement
-CSAT:92%; 15% improvement/ Industry benchmark 82%
-Star Rating:Average 4.7/5 Stars/ Industry benchmark 4.25/5
-Staffing:+600% improvement​
-Employee Retention:90%
-NPS:70