Experience

Zotos Professional

• United States
• Personal Care Product Manufacturing
• 100 - 200 Employee

• Customer Experience Specialist and Analyst

  • Mar 2021 - Present

  • Create and implement SOP for all customer experience contact. • Managed external digital team to build custom Zendesk ticketing and reports to include specific sku and contact information required by corporate. • Generate monthly reports on all consumer inquiries and provide action plans to continually improve customer experience. • Assist with strategy and execution of all product and brand launches. • Maintain brand content calendar and social media scheduling. • Manage multiple outside agencies to ensure brand TOV and culture are being communicated effectively across multi-platforms. • Approve all social media postings to ensure accuracy, TOV, scheduling, and brand goals. • Work closely with the brand manager to represent the voice of the consumer to generate and amplify social posts and performance. • Schedule and meet regularly with the outside agencies and creative department to ensure all deadlines are met to stay on target across social platforms. • Research competitors and submit updates on suggested email and brand content. • Manage and analyze all inventory levels to ensure multi-channel needs are met. • Liaison between the warehouse and internal team to communicate all inventory needs. • Manage all D2C and B2B orders. • Leverage strong product knowledge to deliver excellent customer service and effectively upsell products to address unmet needs. • Respond to all consumer requests, offering excellent support and tailored recommendations to exceed service goals. Show less



Luzern Laboratories

• United States
• Cosmetics
• 1 - 100 Employee

• Executive Client Care Manager

  • Apr 2015 - Jan 2020

  • Increased sales of internal wholesale customers by 27% in 6 months by regularly contacting customers to present new products, promotions, and by assessing client needs. • Increased direct-to-consumer/retail customers by 34% in 12 months and hit the million-dollar mark for the first time in the company’s history. • Process all website retail orders, as well as respond to all consumer e-mail and phone inquiries and live chat. • Created and implicated a customer rewards program for our online, direct-to-consumer customer base. • Leverage strong product knowledge to deliver excellent customer service and effectively upsell products to address unmet needs. • Maintain 24-hour order fulfillment KPI by effective communication with shipping, warehousing, and inventory departments to proactively identify any issues. • Ordered and maintained all office supplies, including phone systems and office deliveries. • Managed and supported all field staff by coordinating staff training and events for wholesale accounts and providing the most updated product information, availability, order status, and fulfillment to all customers. • Coordinate all travel arrangements for field staff. • Managed all company calendars for training, events, and trade shows; managed office logistics, including supplies, phones, computers, deliveries, and maintenance. • Created an internal employee sales incentive program that assisted in exceeding company sales goals annually. Show less



Ouidad

• United States
• Manufacturing
• 1 - 100 Employee

• Product Knowledge Educator/ Inside Sales

  • Jan 2011 - Apr 2015

  •Promoted to develop training function for the brand, and expand wholesale distribution following sale of company to VC firm. •Educated and coached customers on inventory management and merchandising practices to improve retail sales and margin delivery.•Developed and implemented Special Events calendar and merchandising objectives for customers to build brand awareness at retail.•Assisted sales team in qualifying leads for new business development through market research, cold calls to prospective customers and product send outs.•Increased customer sell through by ongoing communication, coaching and product education. Show less

• Customer Service Representative

  • Jan 2008 - Jan 2011

  •Responded to all retail consumer inquiries and provide assistance with website navigation, product recommendations and usage suggestions. •Trained customer service team on product features and benefits and selling tips.•Accountable for on-time order processing for all website orders including processing credit cards, resolving hold issues and partnering with warehouse team to ensure all orders were shipped within 24 hours.



Fairfield Financial Mortgage

• Banking
• 1 - 100 Employee

• Accounting and Closing Coordinator

  • Jan 2003 - Jan 2008

  •Met client closing deadlines and ensured all documentation was completed and ready for close, including resolving appraisal issues, credit approvals and contract details. •Processed and filed all billing and payments for customers, ensured all customer and employee files were updated and confidential. •Created and implemented tracking spreadsheets to ensure ongoing client follow up for all real estate transaction requirements. •Met client closing deadlines and ensured all documentation was completed and ready for close, including resolving appraisal issues, credit approvals and contract details. •Processed and filed all billing and payments for customers, ensured all customer and employee files were updated and confidential. •Created and implemented tracking spreadsheets to ensure ongoing client follow up for all real estate transaction requirements.