Experience

CEFALY Technology

• Belgium
• Computer Hardware Manufacturing

• Vice President Of Customer Support

  • May 2020 - Sep 2022

  Darien, Connecticut, United States • Hired to improve the customer experience by streamlining processes and adding automation so the customer service team can convert sales, save sales, and support the growth of the business. • Improved inventory management and order fulfillment by automating the process and integrating with 3PL which reduced the order fulfillment time by 2 days and allowed greater visibility for inventory planning. • Added an overseas Call Center staffed with clinical support that improved sales… Show more • Hired to improve the customer experience by streamlining processes and adding automation so the customer service team can convert sales, save sales, and support the growth of the business. • Improved inventory management and order fulfillment by automating the process and integrating with 3PL which reduced the order fulfillment time by 2 days and allowed greater visibility for inventory planning. • Added an overseas Call Center staffed with clinical support that improved sales conversion and extended the customer service hours to 7 days a week. • Designed Self Help returns functionality on website that reduced contacts to the Call Center and capture reasons for returns which led to a welcome email series that assist customer in using the device successfully and saved sales. • Launched Product Registration functionality that captured valid customer information to be able to honor the product’s 3-year warranty as the brand rolled out to retailers. Show less



Steve Madden

• United States
• Retail
• 700 & Above Employee

• Director of Customer Service

  • May 2007 - Mar 2020

  Queens County, New York, United States • Promoted to improve the customer experience and order fulfillment processes leading to increased sales. • Implemented operational and customer support processes that supported the growth of SteveMadden.com from $12M in 2007 to $83M+ in 2019, a 691% increase in sales over 12 years. • Implemented geographically targeted instore fulfillment and rate shopping system that reduced shipping fees and assured 2-day delivery at lowest cost. • Reduced cost by maximizing the same service team… Show more • Promoted to improve the customer experience and order fulfillment processes leading to increased sales. • Implemented operational and customer support processes that supported the growth of SteveMadden.com from $12M in 2007 to $83M+ in 2019, a 691% increase in sales over 12 years. • Implemented geographically targeted instore fulfillment and rate shopping system that reduced shipping fees and assured 2-day delivery at lowest cost. • Reduced cost by maximizing the same service team to handle the 5 additional brands acquired plus the additional websites added for Steve Madden Mexico and Canada. • Implemented Loyalty Program that allowed us to capture more information about our customers and provided them with 2-day free shipping which increased customers annual number of purchases. Show less



KOMPO E-COMMERCE

• Belgium

• Director Of Customer Service

  • Jan 2006 - May 2007

  Westport, Connecticut, United States • Hired to create and build the customer service team and systems to support the business, drive sales and reduce returns. • Designed customer service and operational platforms and procedures that assisted in helping SteveMadden.com grow from $6M to $12M with a 12% reduction in return rate. • Launched a Romania based Call Center that reduced costs versus US wage rates and allowed us to add additional staff to support the growing business. • Managed order fulfillment logistics across 96… Show more • Hired to create and build the customer service team and systems to support the business, drive sales and reduce returns. • Designed customer service and operational platforms and procedures that assisted in helping SteveMadden.com grow from $6M to $12M with a 12% reduction in return rate. • Launched a Romania based Call Center that reduced costs versus US wage rates and allowed us to add additional staff to support the growing business. • Managed order fulfillment logistics across 96 retail stores and 2 warehouse locations for domestic and international shipping. Show less