Team Duties & Responsibilities

👩‍💼 Teresa Sufczynski

• Sets overall team strategy, priorities, and direction

• Oversees staffing, coverage, and capacity planning

• Handles executive‑level escalations and final decisions

• Performance management for managers, leads, and mentors

• Cross‑functional partnership (Product, UX, Dev, Sales)

• Executive reporting (RYG, MBR/QBR, staffing analytics)

• Compensation approvals and exception handling

• AI governance, messaging, and knowledge strategy

• Process improvement and SOP oversight

👨‍💼 Felix Kinsey

• Owns all Presidential / Key Accounts support

• Manages Presidential Accounts team members

• Oversees high‑touch customer relationships and escalations

• Coordinates with Sales and executive stakeholders

• Reviews sensitive account trends and risks

• Provides input into staffing and priority decisions

• Acts as escalation buffer before issues reach leadership

👨‍💻 Dominic Ford

• Dedicated support for Presidential accounts

• High‑touch issue resolution and direct customer communication

• Updates and maintains sections of the team Knowledge Base

• Documents recurring Presidential account issues

• Provides technical insight on complex escalations

• Supports process improvements related to account workflows

👨‍💻 Charles Winkle

• Dedicated Presidential account support

• Full issue ownership through resolution

• Backup coverage for other Presidential accounts

• Supports team during PTO or peak volume periods

• Provides feedback on processes and documentation

👩‍🏫 Ashley Hart

• Mentors and supports the inbound support team

• Coaches agents on best practices and quality standards

• First‑line escalation triage for inbound issues

• Backs up Marion Thompson for billing tasks

• Helps balance workload during volume spikes

• Identifies training gaps and recurring trends

• Acts as liaison between inbound team and leadership

📞 Inbound Support Team

Mae Fraine

Barbara Hall

Debby Gray

Destany Graves

Kristian Keho

• Handle general inbound support (calls, tickets, requests)

• Resolve florist issues using SOPs and policy

• Escalate appropriately when issues exceed scope

• Support onboarding and special projects as assigned

• Cross‑cover teammates during PTO or peak periods

• Share feedback on KB gaps and process improvements

• Spends part of her day working in Review Manager

• Supports review‑related workflows and issue resolution

👩‍🎨 Lindsey Hickson

• Owns florist onboarding end‑to‑end

• Leads onboarding and project execution

• Oversees design reviews, QA, and go‑live readiness

• Jira coordination and defect tracking

• SOP creation and process documentation

• Collaboration with Product, UX, and Development

• Project prioritization and planning

🛠️ Project & Onboarding Team

Tobi Smith

Christine Smith

Lauren Shatley

Grant Register

• Execute onboarding steps for new florists

• Perform design reviews and QA checks

• Support projects and initiatives assigned

• Handle all partner marketing requests

• Manage change of ownership requests

• Manage URL creation and updates

• Process cancel requests

• Assist inbound support as needed

• Validate SOPs and onboarding documentation

• Spends part of her day assisting with merchandising

• Backs up Marion Thompson and Ashley Hart on billing tasks

📊 Marion Thompson

• Billing and financial administration

• OT and hours tracking

• Reporting, audits, and compliance

• Operational data support for leadership

• Policy clarification and enforcement

• Acts as departmental system and process expert

• Supports documentation and audits