Ecommerce & Customer Care Specialist

• Nov 2020 - Present

As Ecommerce & Customer Care Specialist at Tramarossa, a company in the luxury fashion industry that sells in more than 52 countries worldwide, I deal with: - Work in close collaboration with the digital marketing team to monitor and optimize the performance of various marketing channels, identifying opportunities for improvement. - Consistently exceeded customer satisfaction targets by 15% through efficient and effective resolution of customer inquiries via chat, email, and telephone. - Successfully handled an average of 75 customer inquiries per day, resulting in a 50% increase in customer retention. - Demonstrated exceptional ability to provide accurate and timely information on products/services, resulting in a 20% increase in sales. - Consistently maintained a positive and professional demeanor while representing Tramarossa to customers and partners, resulting in an overall increase in brand loyalty. - Manage Tramarossa B2C E-commerce revenue goals, provide solutions for all escalated customer service queries, maximize online sales from new and repeat customers, share best practices and promote innovative approaches, and translate market and competitors' trends into relevant measures and activities. Show less