Cara Aiken

An Upholder of Communication, Leadership, & Integrity

"It is a rare employee who understands that representing the company means holding the perspective that the customer is not at fault for needing help, and who understands that they are both the means to and the face of the solution....By the end of our final call [Cara] had me smiling, which was really nice after how many tears I had shed throughout the process of placing this order." - ModCloth Customer, Dec. 2013

Communication

Speaking

  • Train new hires on Exceptions processes
  • Educate teams on system implementations/changes

Listening

  • Stay mindful of non-verbal cues
  • Gauge audience or individual through intuition

Customer Service

  • Utilize various modes of communication (phone, chat, email)
  • Uphold company and personal values

Systems

  • Work with Microsoft Office
  • Use various softwares and technologies (HighJump, ZenDesk, Agile, etc)

Versatility

  • Tailor style and content of communication to audience
  • Cater to different age groups and organizational levels

Leadership

Initiative

  • Make important decisions on process, policy, and procedure
  • Take charge in times of crisis

Innovation

  • Resolve difficult problems through creativity
  • Reinvent old processes (Quality Assurance) and work towards higher standards
Mentorship
  • Lead others by example
  • Practice giving and receiving feedback to grow interpersonal relationships

Responsibility

  • Meet deadlines and uphold Service Level Agreements
  • Take ownership for actions

Integrity

Respect

  • Uphold professionalism in the workplace
  • Treat all reports as equals and refuse to yield to favoritism or prejudice

Character

  • Uphold personal principles and beliefs through word and action
  • Care for family, friends, animals, and community

Value

  • Drive value in personal and professional life
  • Uphold company values and missions

University Mission

Duquesne serves God by serving students through:

  • Commitment to excellence in liberal and professional education
  • Profound concern for moral and spiritual values
  • Maintaining an ecumenical atmosphere open to diversity
  • Service to the Church, the community, the nation, and the world
  • Attentiveness to global concerns

"Cara,

You are amazing! I can't thank you enough for doing that for me. This company has some of the most considerate and caring customer service reps out there. This is why I like to order stuff from you guys. Is there someone I can tell how helpful you've been? I genuinely appreciate what you did, and will pay closer attention to the return policy and dates in the future.
Thanks so much,
Ariana"