Forrest Zimmerman
@forrestzimmerman
Customer-focused senior service specialist driving quality and operational improvements.
What I'm looking for
I am a Senior Specialized Service Agent with strong experience resolving complex supplier and customer issues, improving quality metrics, and serving as a trusted resource for peers. I consistently analyze metrics and dashboards to identify trends, improve performance, and meet demanding targets.
At Wayfair, I handled tri-directional communication between manufacturers and end customers, de-escalated high-frustration interactions, and drove my QA from around 60% to above 90%, while achieving strong TTFU and 2DRR metrics. I also supported large-parcel post-order operations, assisted with KPI transitions, and helped shape better processes by collaborating with service managers.
I bring a collaborative approach, strong documentation and communication skills, supplier relations experience, and a focus on process orientation and innovation. I seek to contribute these skills to a team that values continuous improvement and excellent customer outcomes.
Experience
Work history, roles, and key accomplishments
Managed tri-directional communication between manufacturers and customers to resolve escalations, improving QA from 60% to 90+% and achieving 98% TTFU and 85+% 2DRR by leveraging dashboards to identify trends and improve performance.
Handled day-of-delivery service calls and post-order large-parcel support, coached peers on internal systems and contributed to KPI transitions and process improvements to reduce escalations.
Education
Degrees, certifications, and relevant coursework
Thomas College
Bachelor, Political Science
Completed a Bachelor in Political Science, graduating in 2014.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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