Experience

Coco Republic US

• United States
• Retail
• 1 - 100 Employee

• Customer Experience Manager

  • Nov 2022 - Present

  • Escalate situations, troubleshoot, investigate, and resolve issues (complex or long-standing) with defective product, incorrect product, delivery issues, etc. • Manage and issue refunds, compensation, warranty, and damage claims to clients • Accurately document all discussions or correspondence with the clients to ensure seamless service • Make decisions and solve problems by analyzing information and evaluating results • Provide guidance, coaching and support to customer experience team, assisting them with challenging client situations and escalated issues. • Monitor the phone system throughout the day to ensure an appropriate number of people are available to take call at all times • Collaborate with third party vendors such as tech support, repairs and/or delivery companies to ensure they are following our company expectations. • Work closely with store managers to identify areas of improvement, generate and implement ideas • Manage online reputation though various web-based review sites Show less



BRAVADA INTERNATIONAL LTD

• Los Angeles, California, United States

• Customer Experience Manager

  • Apr 2020 - Sep 2022

  • Oversee all customer facing correspondences for 10 (7 retail, 3 wholesale) e-commerce platforms under company umbrella • Develop a plan to help set up customer service processes across all e-commerce platforms • Work closely with VIP clients to establish orders, deliveries, and payment schedules for large scale events such as music festivals, the Super Bowl, and the Grammys • Create customer service principles and playbook for the company to use across all platforms • Develop and maintain knowledge of ever-changing inventory and act as product expert for wholesale clients Show less



Flip

• United States
• Social Networking Platforms
• 100 - 200 Employee

• Customer Experience Manager

  • Aug 2019 - Apr 2020

  • Ensure that all customers receive prompt, excellent support/service by driving improvements to the quality and operations of Customer Experience team • Regularly monitor phone, email and live chat volume to ensure the team is delivering great experiences • Lead, hire and train customer experience specialists who support the rapid growth of the company • Ensure that all customers receive prompt, excellent support/service by driving improvements to the quality and operations of Customer Experience team • Regularly monitor phone, email and live chat volume to ensure the team is delivering great experiences • Lead, hire and train customer experience specialists who support the rapid growth of the company



ROLEX

• Switzerland
• Retail Luxury Goods and Jewelry
• 700 & Above Employee

• After Sales Customer Service Expert

  • Mar 2017 - May 2019

  • Prepared for customer inquiries by becoming an expert in Rolex watches, services, and customer service processes • Successfully assisted 50-70 high end clientele via email and phone by understanding inquiry, reviewing previous inquiries, responses and researching information; followed-up to ensure resolution • Maintained product, policy, and systematic familiarity to provide strong customer responses on all topics from styling and sizing, to order confirmation or return status and everything in between Show less



FARFETCH

• United Kingdom
• Software Development
• 700 & Above Employee

• E-commerce Customer Service Specialist

  • Jul 2013 - Nov 2016

  • Addressed on average 50-200 international customers with order inquiries via email or telephone • Served as the primary e-commerce account lead and contact, managing the day-to-day relationship with external partners to optimize performance and maximize sales, conversions and profits • Provided extensive product and service information regarding changing inventory and fashion styles to customers • Addressed on average 50-200 international customers with order inquiries via email or telephone • Served as the primary e-commerce account lead and contact, managing the day-to-day relationship with external partners to optimize performance and maximize sales, conversions and profits • Provided extensive product and service information regarding changing inventory and fashion styles to customers