Experience

OnlineLabels

• United States
• Packaging and Containers Manufacturing
• 1 - 100 Employee

• UX / Art Liaison

  • Apr 2016 - Present

  As an experienced UX/Art Liaison, I inspire, train, and lead a highly talented UX and art team of three dedicated customer department members, ensuring seamless digital design printing and delivering standardized, high-quality artwork to our valued customers. My role involves creating interactive art and branding designs that cater to the needs of both mom-and-pop startups and Fortune 500 product lines. Additionally, I collaborate closely with art management and direct reports to develop a comprehensive KPI dashboard that empowers us to measure and optimize our creative processes. Also, I work closely with UX designers and artists to design visually stunning elements and captivating product labels that align with our customer's unique design requirements. My commitment to excellence and innovative mindset have enabled me to consistently deliver outstanding results at the intersection of UX and art, driving enhanced customer experiences and elevating our brand's creative vision.Key achievements and contributions during this tenure include:★ I introduced and developed innovative wireframes and prototypes, showcasing interaction, information architecture, and user interface. Created visually captivating design concepts for branding, captivating images, and beautiful typography.★ I collaborated with diverse marketing stakeholders, cross-functional teams, and strategic partners to provide invaluable guidance and strategic recommendations, optimizing workflow and enhancing brand positioning for impactful outcomes.★ I implemented dynamic, innovative, and strategic approaches to position and market offerings, producing compelling deliverables that generated tangible and measurable outcomes, captivating the target audience and achieving desired results.★ I produced meticulously creative designs that visually captivated, informed, and aligned with precise client specifications. Show less

• Prepress Manager

  • Apr 2013 - Apr 2016

  As a pre-press manager, I oversaw and managed all aspects of pre-press and production print production, ensuring seamless intake, quality assurance, and approval of artwork to meet both company and client requirements. Also, I provided comprehensive training, support, and guidance to a dedicated team on the intricacies of the pre-press process and large-scale printing. Additionally, I proactively identified and resolved critical issues to optimize workflow efficiency. I streamlined the pre-press activities by meticulously reviewing client files and preparing them for print production. I successfully reduced pre-press printing and production time through effective supervision and support. Moreover, I strategically planned production schedules, managed staffing requirements, and implemented robust manufacturing controls to ensure smooth business operations. My unwavering commitment to excellence and process optimization has been instrumental in delivering high-quality outputs and driving overall operational efficiency.Key achievements and contributions during this tenure include:★ I advised on developing branding process templates and implementing best practices, ensuring the delivery of consistent and impactful messaging that deeply resonated with the target audience and fortified the company's brand identity.★ I crafted visually captivating presentations, skillfully integrating visually appealing elements to convey critical messages and deliver compelling narratives that mesmerize audiences and achieve desired outcomes with optimal efficiency.★ I executed robust data-driven marketing strategies, harnessing valuable insights to pinpoint target markets, optimize brand positioning, and propel substantial revenue growth, resulting in quantifiable achievements and heightened profitability. Show less

• Customer Service Representative Team Lead

  • Apr 2009 - Apr 2013

  As a Customer Service Representative Team Lead, I led a team of five direct reports and customer service representatives, ensuring seamless day-to-day operations and effective handling of customer inquiries, issues, and complaints to drive customer satisfaction. Also, I identified areas for improvement, developed robust action plans, and presented strategic recommendations to senior management. Through comprehensive training and leadership, I empowered team members to prototype and design new products using Illustrator, resulting in exceptional customer service, positive feedback, and increased repeat business. Additionally, I streamlined processes and implemented time management techniques to reduce the average handling time for customer inquiries, boosting productivity and enabling efficient management of a higher volume of customer requests. My relentless commitment to delivering outstanding service and continuous improvement has been instrumental in elevating customer satisfaction scores and driving overall business success.Key achievements and contributions during this tenure include:★ I achieved consistent service level agreements by implementing robust workforce management strategies, ensuring efficient handling of customer inquiries within defined timeframes, and upholding exceptional service standards.★ I participated in weekly kick-off meetings, stimulating stakeholder engagement through insightful contributions, thought-provoking inquiries, and valuable perspectives, driving effective results, and facilitating the achievement of objectives and project timelines.★ I enhanced operational efficiency by identifying and resolving issues within existing processes, implementing automation tools and technologies to streamline repetitive tasks, and empowering the team to prioritize valuable customer interactions. Show less

• Senior Customer Service Associate

  • Apr 2006 - Apr 2009

  As a Senior Customer Service Associate, I provided exceptional customer service and support to site users through responsive communication channels, promptly addressing inquiries about the product line, purchasing process, and site navigation. Also, I actively resolved issues and touchpoints to drive product sales growth. Additionally, I identified and implemented a more streamlined process for ordering bespoke and unique items, optimizing efficiency and customer satisfaction. Moreover, I played a pivotal role in assisting key customers with inquiries, leveraging my in-depth knowledge of the company and its offerings to deliver personalized service and elevate customer satisfaction ratings. My unwavering commitment to providing exceptional support and my continuous drive for improvement have played a vital role in fostering strong client relationships and contributing to overall business success.Key achievements and contributions during this tenure include:★ I resolved customer complaints and issues by assessing and optimizing quality customer service processes, identifying innovative applications for products and services, and implementing enhancements to improve overall efficiency.★ I collaborated with marketing, product development, and operations teams to address customer concerns and enhance customer retention, aligning with the company's mission of providing outstanding customer service.★ I initiated proactive communication with customers to provide timely updates on inquiries, ensuring effective and transparent customer service; conveyed valuable feedback to management, enabling them to gauge customer satisfaction.★ I facilitated resolution as a mediator between company and customers, addressing disputes arising from business transactions. Show less

• Customer Service Specialist

  • Apr 2003 - Apr 2006

  As a Customer Service Specialist, I actively assisted key customers and site users by promptly responding to their questions through various communication channels, ensuring they received accurate information about our product lines and facilitating smooth website navigation and ordering processes. Also, I cultivated strong, enduring relationships and elevated overall customer experiences. Through proactive telephone, email, and in-person engagement, I consistently delivered customer support and product/service information, contributing to amplified satisfaction metrics, and fostering positive brand sentiment. Additionally, I prioritized prompt response times by offering tailored recommendations to key customers and leveraging pre-approved templates, resulting in efficient resolution of urgent requests, and optimizing the overall customer experience.Key achievements and contributions during this tenure include:★ I resolved shipping delays, product defects, and order discrepancies by processing and addressing customer complaints and issues, collaborating with customer success and product teams to drive continuous improvement and ensure customer satisfaction.★ I maintained comprehensive and accurate records of customer interactions and problem-solving steps, serving as a valuable resource for new team members to address customer queries and provide guidance on product features and functionalities.★ I identified lucrative opportunities to upsell and cross-sell additional products while addressing customer inquiries through email, live chat, phone, and social media platforms, resulting in increased business revenue and heightened customer satisfaction.★ I optimized customer service processes and workflows to reduce response time for customer inquiries while escalating significant complaints and issues to collaborate with colleagues and managers in finding optimal solutions for key customers' concerns. Show less