Yolaine Riche

Depot Customer Care Manager with over 16 years of experience leading service center operations, fleet maintenance, and customer care initiatives. Skilled in ensuring safety compliance, optimizing budget guidelines, and enhancing customer experience. Proven track record of consolidating service centers, managing multiple teams, and achieving significant store volume growth.

Proficient in analyzing data, identifying opportunities, and implementing streamlined protocols. Adept at supervising staff, resolving conflicts, and providing top-notch training.

Depot Customer Care Manager - Raymour and Flanigan

(2022-09 - 2025-06)

Managed service center operations and fleet maintenance division for Raymour and Flanigan

• Ensured compliance with safety protocols, boosting successful completion calls by 2-3%
• Organized and supervised service center activities within budget guidelines, reducing KPI targets by 3-4%
• Analyzed customer experience data, collaborated with the Director of Customer Care, and identified technician opportunities
• Consolidated two service centers to cover Bronx, Queens, and Brooklyn counties

Dual Customer Care Manager - Raymour and Flanigan

(2015-02 - 2022-09)

Developed training guides for new associates

• Managed teams across multiple locations
• Oversaw hiring and onboarding processes
• Achieved store volume of $56M
• Lowered lost capacity values by 10%

Customer Care Lead - Raymour and Flanigan

(2008-06 - 2015-02)

Collaborated with management to streamline store operations and introduce updated protocols

• Oversaw a team of 8-12 staff members
• Addressed customer issues and de-escalated conflicts effectively
• Conducted interviews and provided training for incoming team members
• Spearheaded data collection for a corporate project leading to the implementation of enhanced processes

Office Manager - Levitz

(2006-03 - 2008-02)

Oversaw daily operations, managing schedules and maintaining attendance for twenty employees

• Resolve customer concerns following company policies
• Maintain an efficient workplace, fostering open communication with employees and the director
• Assist with customer billing disputes
• Supervise inventory and supplies, ensuring availability and cost-effectiveness

Associates of Arts - Mathematics - Nassau Community College Garden City