Experience

Sol de Janeiro

• United States
• Retail Health and Personal Care Products
• 100 - 200 Employee

• Customer Care & DTC Sales Manager

  • Jun 2020 - 3 years 7 months

  New York, New York, United States



SNOWE

• Retail
• 1 - 100 Employee

• Customer Experience Manager

  • Mar 2019 - Jun 2020

  https://snowehome.com/



Rent The Runway

• United States
• Retail
• 300 - 400 Employee

• Sr. Team Manager, Customer Experience

  • Aug 2018 - Mar 2019

  Secaucus, New Jersey

• Customer Experience Team Manager

  • Aug 2017 - Aug 2018

  Secaucus, NJ • Specialized focus includes coordinating outreach, and resolving all unfulfilled customer orders • Directed team of 17 employees to achieve service objectives and maximize customer satisfaction • Analyzed data to identify strategies for improvement of productivity and quality of service • Partner in cross-functional projects related to enhancing the customer experience and the tools our internal team utilizes • Collaborated with the Product, Marketing, and Operations teams to… Show more • Specialized focus includes coordinating outreach, and resolving all unfulfilled customer orders • Directed team of 17 employees to achieve service objectives and maximize customer satisfaction • Analyzed data to identify strategies for improvement of productivity and quality of service • Partner in cross-functional projects related to enhancing the customer experience and the tools our internal team utilizes • Collaborated with the Product, Marketing, and Operations teams to elevate and improve overall customer experiences

• Customer Experience Team Manager in Training

  • Oct 2016 - Aug 2017

  Secaucus, NJ • Resolve all escalated customer issues, coach agents in the moment to avoid future escalations • Analyze and send daily statistics to micro team in order to identify areas of strength and improvement • Work cross-functionally with departments to enhance customer experience and generate new creative concepts to increase sales and build brand awareness • Identify wins and challenges of week to analyze overall successes and areas of opportunities • Train micro team on any new… Show more • Resolve all escalated customer issues, coach agents in the moment to avoid future escalations • Analyze and send daily statistics to micro team in order to identify areas of strength and improvement • Work cross-functionally with departments to enhance customer experience and generate new creative concepts to increase sales and build brand awareness • Identify wins and challenges of week to analyze overall successes and areas of opportunities • Train micro team on any new promotions and launches • Listen on phone screens and sit in on interviews to assist with understanding prime candidates

• Customer Comunications Associate and Stylist

  • Dec 2015 - Oct 2016

  Secaucus, New Jersey • Style customers for specific, important events using product knowledge of dozens of designers and individual fashion sense • Assist customers with order-related issues, answer general inquires about retail locations, designers, fit and style, etc. • Actively promote products and styling services in order to maximize customer experience and company sales • Work cross-functionally with departments to enhance operations and generate new creative concepts to increase sales and build… Show more • Style customers for specific, important events using product knowledge of dozens of designers and individual fashion sense • Assist customers with order-related issues, answer general inquires about retail locations, designers, fit and style, etc. • Actively promote products and styling services in order to maximize customer experience and company sales • Work cross-functionally with departments to enhance operations and generate new creative concepts to increase sales and build brand awareness • Serve as a point person for the Unlimited Program, handling technical issues with individual accounts, and escalated calls and emails in order to retain customers and increase customer satisfaction • Train new hires on functional basics including internal and external systems, practices, policies, and operational issues such as problem orders to increase team efficiency



Victorias Secret Stores

• Retail
• 300 - 400 Employee

• Supervisor

  • May 2012 - Dec 2015

  Livingston, NJ • Planned, coordinated, and executed revenue generating behaviors based on sales and results from previous years • Designed and implemented store layouts for promotional changes to draw in foot traffic and maximize the shopping experience for customers. • Trained new hires in product knowledge and store procedures to ensure customer satisfaction • Served customers by assisting in the fitting of merchandise, processing sales, returns and online orders as well as cross-selling… Show more • Planned, coordinated, and executed revenue generating behaviors based on sales and results from previous years • Designed and implemented store layouts for promotional changes to draw in foot traffic and maximize the shopping experience for customers. • Trained new hires in product knowledge and store procedures to ensure customer satisfaction • Served customers by assisting in the fitting of merchandise, processing sales, returns and online orders as well as cross-selling accessories and beauty products to increase purchase likelihood Show less



LOFT

• United States
• Retail
• 1 - 100 Employee

• Sales Associate

  • May 2014 - Sep 2014

  Livingston, NJ •Held individual styling sessions for clients in order to ensure sales and guarantee customer satisfaction •Designed and implemented store layouts for promotional changes to move prioritized merchandise and increase sales