Experience

• 

  Belami eCommerce

  • United States
  • Retail Furniture and Home Furnishings
  • 1 - 100 Employee

  • Product Owner

    • May 2023 - Present

    Maximizing the value for a customer facing ecommerce website.

  • Product Merchandising Manager

    • Jan 2020 - Present

    Responsible for managing product data for over 500,000 unique skus. Building out new PIM including data model. Expert in Akeneo PIM. Managing in person and remote teams, documenting and evolving processes, and interpreting data files from over 200 manufacturers within multiple product categories. Coordination with Marketing, Content, Vendor Accounts and Sales teams when new product loads are completed.

  • Customer Service Manager

    • Jan 2016 - Dec 2019

    Responsible for managing inbound and outbound teams. Proactive and reactive order management to obtain status updates and get the system updated. Reactive customer service for inbound calls, emails and chats. Coordinated with the Engineering department to develop and implement a new backend system to drive efficiency in repetitive processes. Implemented ticketing system for customer follow-ups through Jira HelpDesk. Managed customer escalations and fraud risk.

  • Vendor Accounts Manager

    • Jan 2012 - Jan 2016

    Responsible for proactive and reactive engagement with over 50 vendor partners. Developed relationships and worked through negotiation strategy with CEO. Executed agreed upon programs which included ensuring terms were properly set up in the system, managing vendor concerns that arose, and coordinating with the content and sales team on promotional agreements. Also developed new promotional ideas and worked with vendors and internal teams to implement.

  • Content Manager

    • Jun 2009 - Jan 2012

    Responsible for coordinating website promotions including working with graphic designers to develop bannering and email campaigns. Content generation for monthly features and spotlights. Implementation of new software Confluence and Jira to streamline promotion creation and tasks associated with that. Worked within Access to create and edit records.

  • Customer Service Supervisor

    • Jun 2005 - Jun 2009

    Within 6 months of starting with the company I was moved into the Supervisor role. This included handing inbound customer engagement both via phone and email as well as outbound follow-ups with both customer and suppliers. Managing the company email inbox, proactive order management, customer de-escalations, and coaching employees.

• 

  HELPS Foster Family Agency

  • Sacramento, California Area

  • Administrative Assistant

    • May 2002 - May 2004
    • Sacramento, California Area

• 

  Phoenix Salon & Day Spa

  • Walnut Creek, California

  • Front Desk Clerk

    • Feb 2001 - Aug 2001
    • Walnut Creek, California

    Managed client appointments and reminders, assisted with product inventory and general organization of front desk area.

• 

  Hollywood Video

  • Walnut Creek, California

  • Assistant Manager

    • Jun 1999 - Jan 2001
    • Walnut Creek, California