Forrest Zimmerman

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.