Experience

AERIN

• Retail Luxury Goods and Jewelry
• 1 - 100 Employee

• E-Commerce Manager

  • Jul 2014 - Present

  Lead eCommerce customer service and merchandising operations for AERIN.com. Active contributor to quadrupling top-line sales by 2021. AERIN.com is now AERIN LLC’s highest performing sales channel. Actively monitor and resolve customer contacts within target SLA of one business day or faster. Coordinate with cross-functional partners including logistics, warehouse, and product development teams to provide customers with accurate and up-to-date information on products and orders. Guide operations to launch and manage new front-end and back-end functionalities, including fraud management, private sales, trunk shows, dropship, and white glove delivery. Currently managing a front-end re-platform from Salesforce Commerce Cloud to Magento. Lead engineers to optimize customer experience, including full re-design of all back-end processes between Magento and Netsuite. Successfully managed re-platform of back-end order management systems from Jagged Peak to Netsuite in 2019. Execute eCommerce on-site merchandising, including new product set up, QA, price adjustments, and SKU management. Lead trade designer and VIP programs, including managing members and communication. Actively monitor and resolve chargeback cases in coordination with finance. Manage shop instagram utilizing Amplience.



Gucci

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

• Online Sales Supervisor

  • Jun 2009 - Mar 2014

  Supervised sales team with daily business functions and provide support and guidance to resolve customer contacts within target SLA guidelines. Managed weekly schedules for full time and seasonal team members. Lead and created training programs for new hires, including daily business functions, customer support, fraud management, and best business practices. Actively monitored and QA internal systems and website functionality for engineers and overseas support teams to optimize internal systems and processes. Assisted cross-functional partners including logistics and warehouse with projects and technical issues. Screened US and Canada online orders for fraudulent activity. Analyzed and reported data to outsourced partner to reduce chargeback rates. Enhanced FCR and handled calls by utilizing daily sales and call data reports using FCC Orange phone system. Monitored image and copy discrepancies for the website and coordinate with cross-functional partners including merchandising and product development teams to make enhancements. Organized VIP program by communicating and providing out reach to clients upcoming events and promotions. Increased sales and upsell rates by assisting clients with purchases. Coordinated with cross-functional partners including logistics, warehouse teams to provide customers with accurate and up-to-date information on orders and resolutions.



Oakwood

• Singapore
• Hospitality
• 700 & Above Employee

• Guest Service Representative

  • Jul 2006 - Apr 2009

  Provided customer service; received all service calls from existing tenants on a daily basis Generated paperwork for move-in packets and acted as primary liaison to residents after move-in Submitted all service requests and add-on requests to Home Service, properties, and vendors Communicated with District Manager on any service recovery Ordered furniture and utilities using necessary documents Coordinated with Warehouse Supervisor to confirm and change Home Services transaction times