Senior eCommerce Content Merchandising Specialist

• Jul 2022 - Present

eCommerce Content Merchandising Specialist

• Mar 2021 - Aug 2022

• Created SEO e-commerce product copy for 5 client portfolios, across over 3,000 styles, on Amazon Core and Amazon Fresh platforms to improve customer conversion metrics• Built detailed training manuals to document processes, standardize workflows, and to share knowledge within the company• Led client meetings and presented weekly performance reports to help inform clients of important metrics and planning recommendations• Executed over 1,000 product page updates using Amazon Vendor Central portal to ensure accurate data and media on site for customers and to help improve conversion metrics for clients Show less

Product Development Specialist

• Feb 2020 - Dec 2020

Data Management • Managed all global hangtag and label data for accuracy, across over 1,000 styles, in Centric PLM and Excel, to protect against regulatory issues and provide reliable product data for customers • Reviewed line data for correct fiber content, wash instructions, Fair Trade certifications, CE markings, Stuffed Article info, and HeiQ compliance to maintain integrity of product labeling • Analyzed label artwork and wash tests results, collaborated on label corrections, and troubleshot production issues with suppliers and factories Improving Processes • Built a Hangtag and Packaging Reference Guide to accelerate the line-proofing process • Created a multi-page Product Labeling Manual and implemented with an overseas vendor to clarify processes and reduce errors • Led the development of three natural-fiber garment labels and introduced them at small scale, to provide a starting point for a full transition away from synthetic-fiber labels • Drove the completion of F20 label developments with expanded language translations and uniform formatting to meet global compliance requirements 3D Garment Design • Completed two training certificates in Browzwear, a 3D garment design software, and collaborated with teammates to render core garment styles Show less

Customer Experience Trainer

• Feb 2019 - Feb 2020

• Built Zendesk Knowledge Base website with over 200 articles and an intuitive user interface to empower teammates to provide accurate and detailed answers to customers• Organized over 2,000 digital assets to assist the Design team in building a robust Digital Asset Management tool for designers with Widen and Airtable software• Constructed multimedia learning courses with Skyprep LMS software to train our remote and in-house teams on product and retail launches• Designed printed matter and digital games with the use of Adobe InDesign and Photoshop to engage new hires with engaging learning activities• Created Customer Trivia activities from survey data to share with cross-functional teams to provide big-picture perspectives of our customers • Trained incoming hires by guiding weeklong interactive onboardings to equip them to deliver knowledgeable and empathetic support to customers• Designed engaging on-boarding quiz to supply new hires with valuable info and incorporated detailed grading system to provide the training team with metrics for their impact• Headed company-wide programs connecting employees with customers to give teammates valuable consumer insights Show less

Customer Experience Associate

• Jan 2018 - Feb 2019

• Produced detailed database for Design team, featuring over 150 illustrators to clarify collaboration options for Holiday 2019 campaign• Cultivated deep understanding of consumer pain-points at design-centric men’s brand by engaging with over 10,000 customers to date, resulting in easier experiences for customers with a Customer Effortless Score of 6.5 out of 7• Enhanced over 300 email templates to reduce workloads for the customer team and transform service touchpoints for over 10k customers each week• Drove increased customer loyalty by executing exemplary support over email, phone, and live chat with an internal quality score of 96% and customer rating of 4.74 out of 5 Show less

Assistant Designer and Fabric Manager

• Jun 2015 - Jun 2017

Design • Spearheaded digital CAD upgrades by illustrating over 100 tech packs, measuring guides, and factory packing instructions to clarify details for external vendors and reduce manufacturing errors • Supported design team by making design boards, concepts, and color palettes for over 15 successful campaign releases and collecting over 1,000 photo references to help crystalize the creative vision • Accelerated design development process by producing garment illustrations, graphic collateral, and seasonal presentations with skilled use of Illustrator, Photoshop, Indesign, Excel, and PLM • Standardized speccing process by illustrating a garment measuring guide to prevent production mistakes • Presented mock-ups related to garment construction and grading to communicate product details • Accelerated design development process by producing garment illustrations, graphic collateral, and seasonal presentations with skilled use of Adobe Illustrator, Photoshop, Microsoft Office, PLM Fabric • Created organizational system for over 1,000 fabrics samples and coordinated lab dip, hand-loom, and trim approval processes to support designers in their decisions • Constructed large-scale fabric wall to help designers plan collections and see patterns • Launched extensive material databases in Google Sheets and PLM to generate guiding metrics for production and design decisions • Led fabric testing to inform the scaling and selection process and produced a mobile app to help the team better understand results • Initiated textile innovations by corresponding with mills to develop new fabrics Show less

Design Intern

• Jun 2015 - Jun 2015

• Assisted with garment dyeing projects for successful SS 2016 ‘Monolith' collection release • Assisted with garment dyeing projects for successful SS 2016 ‘Monolith' collection release

Service Representative

• Jan 2012 - Jul 2014

• Engaged customers with their questions and helped find store items to foster company mission of openness and inclusion • Organized store inventory in orderly manner to facilitate a better shopping experience • Supported customer service team at point of sale and answered customer questions about organic and local product categories • Engaged customers with their questions and helped find store items to foster company mission of openness and inclusion • Organized store inventory in orderly manner to facilitate a better shopping experience • Supported customer service team at point of sale and answered customer questions about organic and local product categories

Editorial and Research Intern

• Sep 2012 - Sep 2013

• Guided successful season launches by crafting dynamic copy and assembling research for digital and print publications • Founded LISTENING MIX blog series, featuring visiting artists in over 20 custom playlists to give audiences samples before performances • Maintained database for over 200 artists to boost efficiency and accuracy for media citations • Formed Curator in 10 blog series to offer audiences a glimpse into the lives of curators • Interviewed visiting artists and wrote reviews for over 20 performances on Walker Online Magazine to help promote performances and increase web traffic Show less