Org & Responsibility Matrix (Post–Mother’s Day)
🎯 PurposeThis page defines clear ownership, structure, and responsibility across eFlorist Support to reduce ambiguity, improve workload balance, and clarify escalation paths.
🧱 Org Structure
Teresa Sufczynski
Sr. Manager, eFlorist Support
🌼 Presidential / Key Accounts
- Felix Kinsey – Presidential Accounts Manager
- Dominic Ford – Presidential Accounts
- Charles Winkle – Presidential Accounts
- Key Accounts Mailbox
📞 Inbound Support
- Ashley Hart – Team Mentor, Inbound Support
- Mae Fraine
- Barbara Hall
- Debby Gray
- Destany Graves
- Kristian Keho
🛠️ Projects & Onboarding
- Lindsey Hickson – Project & Onboarding Lead
- Tobi Smith
- Christine Smith
- Lauren Shatley
- Grant Register
📊 Administration
- Marion Thompson – eFlorist Administrator
👩💼 Leadership & Oversight
Area | Primary Owner | Support |
Team Strategy & Direction | Teresa | Felix, Ashley, Lindsey |
Staffing & Coverage | Teresa | Felix, Ashley, Lindsey |
Performance Management | Teresa | Felix (Pres) |
Executive / Critical Escalations | Teresa | Felix |
🌼 Presidential / Key Accounts – Responsibilities
Manager: Felix Kinsey
Dedicated Support: Dominic Ford, Charles Winkle
Responsibility | Owner | Support |
Presidential Account Ownership | Felix | Dominic, Charles |
High‑Touch Account Support | Dominic / Charles | Felix |
Escalations & Account Risk | Felix | Teresa |
Customer Communication | Dominic / Charles | Felix |
📞 Inbound Support – Responsibilities
Team Mentor: Ashley Hart
Inbound Team Members:
- Mae Fraine
- Barbara Hall
- Debby Gray
- Destany Graves
- Kristian Keho
Area | Owner | Support |
Daily Inbound Support | Inbound Team | Ashley |
Coaching & Peer Mentorship | Ashley | Teresa |
Quality Standards & Best Practices | Ashley | Team |
Escalation Triage (Inbound) | Ashley | Teresa |
Coverage & Load Balancing | Ashley | Teresa |
🛠️ Projects & Onboarding – Responsibilities
Lead: Lindsey Hickson
Project & Onboarding Team:
- Tobi Smith
- Christine Smith
- Lauren Shatley
- Grant Register
Area | Owner | Support |
New Florist Onboarding | Lindsey | Project Team |
Project Prioritization | Lindsey | Teresa |
Design Reviews & QA | Lindsey | Project Team |
Jira / Defects Coordination | Lindsey | Project Team |
SOPs & Process Documentation | Lindsey | Lindsey |
📊 Administration & Reporting
Administrator: Marion Thompson
Area | Owner | Support |
Billing & Financial Administration | Marion | Teresa |
OT & Hours Tracking | Marion | Teresa |
Reports & Audits | Marion | Teresa |
Policy & Compliance Support | Teresa | Marion |
✅ Guiding Principles
- Clear ownership over consensus
- Mentorship ≠ people management
- Escalate with purpose, not habit
- Document once, reuse often
🔗 Related Pages (Recommended)
- Who Do I Go To? – Quick Reference
- Coverage & Scheduling Model
- Onboarding SOP – Master
- Escalations Playbook
- Last updated: Post–Mother’s Day transition
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Last updated on August 4, 2021