Experience

MCE

• France
• Construction
• 1 - 100 Employee

• Customer Success Advisor

  • Apr 2022 - Present

  As part of the Public Affairs department, I aid the public in providing insight on the benefits of embracing renewable, clean energy options. As part of the Public Affairs department, I aid the public in providing insight on the benefits of embracing renewable, clean energy options.



Vionic Group

• E-commerce Customer Care Lead

  • Jul 2020 - Apr 2022

  • Mentor teammates to ensure tickets are resolved and recorded in a timely manner. • Identify, escalate customer feedback to the Marketing team for campaign development. • Work with eCommerce Customer Care Manager to identify meaningful success metrics. • Maintains records of manual refunds, coupon codes, etc in Google Sheets. • Manage intake, assignment, and resolution of tickets in Zendesk. • Identify customer needs and provide meaningful resolutions. • Deep familiarity with D2C & B2B customer lifecycle. • Performs returns and exchanges in the Narvar portal. • Manage employee scheduling, call volume. • Place and research orders in Magento. Show less

• International Key Accounts Associate

  • Jan 2019 - Apr 2020

  • Built and nurtured cross-divisional relationships, especially between Purchasing, Product & Development, IT, Accounting, Key Accounts & Logistics.• Trained international partners to be self-sufficient on B2B website (Elastic).• Maintained order book & monitored vessel timing from multiple warehouses to optimize product flow via D365 and Excel.• Advised distributors of dropped/discontinued styles and guided them into similar product replacements suitable for their market needs.

• Southern Territory Account Manager and Customer Care Consultant

  • Feb 2017 - Dec 2018

  • Accurately processed & revised purchase orders and provided precise order confirmations via D365 CRM.• Created & distributed weekly reports for order books, inventory shortages, shipping, etc.• Onboarded new accounts alongside 7 sales reps• Validated pricing discrepancies, shipping overages, lost shipments, etc. • Created & maintained customer routing guides & shipping requirements. • Delegated tasks to clerks to prioritize and focus on the day's/week's workload.



Contra Costa County Covered California Call Center (Employment & Human Services Department)

• Exchange Customer Service Agent

  • Aug 2016 - Dec 2016

  • Processed and completed Covered California applications using CalHeers system. • Responded to up to 20 calls, including customer inquiries, complaints, & requests, while closely following procedures to maximize one-call resolution. • Documented all customer interactions, as well as actions performed in the CRM. • Explained the four coverage tiers and premium costs, which varied based on adjusted gross income, household size, and potential tax credit amounts. • Utilized Quicksort Calculator System to determine consumer’s eligibility. Show less



CallSocket

• United Kingdom
• Consumer Services

• Call Center Customer Service Representative

  • Apr 2013 - Jul 2015

  • Answered and placed high volume (250+) inbound/outbound calls to and from customers to educate them about products/services for various campaigns. • Qualified potential students to further their educational goals, set up no-cost consultations for walk-in bathtubs and home security systems, assisted customers with updating credit card and account information, placed orders and conducted new customer onboarding. • Followed company compliance while striving to meet daily (4+transfers) and monthly goals. Show less