Experience

NSTO+
Customer Service Manager
7/2019—Present

• Lead in office and remote Customer Service teams for Need Supply Co. and Totokaelo ensuring client retention and success
• Responsible for and reported on all Customer Satisfaction scores across multiple channels i.e. Google, Get Feedback, Yelp. Consistently averaging above 90% satisfaction.
• Utilize Zendesk, Salesforce Service Cloud, and Natterbox platforms for case management and omnichannel service
• Implement new company policy and utilize customer analytics to focus on the brands experience strategy
• Project manager implementing multiple software programs to complete cloud suite and provide customer data directly to agents
• Manage and analyze loss for mis-ships and damages, out of stocks, lost package claims, and chargebacks
• Facilitated product knowledge training on both private label and third party
• Support agents with Drop Shipment program and special releases
• Escalate and resolve product description and image issues on site
• Oversee fraud and loss prevention for both brands and leverage real time approvals for client and business protection


Key Projects,

• Contract negotiation and software implementation of Salesforce Service Cloud and Natterbox CTI 2/2020
• Rollout of single Help Desk and Ecommerce platform for Need Supply and Totokaelo 9/2019
• Revision and expansion of Need Supply Co. Drop Shipment project 12/2019 to 6/2020



NEED SUPPLY+
Retail Business Manager
6/2015—7/2019

• Oversaw all day to day operations and changes within Need Supply Co. flagship
• Responsible for store remodel project, store expansion, and client service changes
• Increased net revenue by 171% within 3 years
• Consistently met all sales goals and KPI’s with increases YOY
• Created and scheduled product knowledge training with brand representatives and in house tools
• Managed all in store allocation and assortment needs based on sales results, visual plans, and messaging
• Built and developed tenured sales and visual team with multiple internal promotions and low turnover
• Responsible for Sample Sale pop up and executing launch timeline
• Collaborated with each department based on needs and initiatives
• Executed exclusive special releases and designer co-ops for the brick and mortar business
• Active in local marketing and event opportunities to generate traffic and community interest


Key Projects,

• Flagship Remodel and Expansion 5/2016 to 11/2016
• Need Supply Co. Pop Up (3101 Ellwood) 5/2016 to 11/2016
• Need Supply Co. Sample Sale Pop Up 4/2019
• Need Supply Co. Warehouse Sale Pop Up 9/2017




TOTOKAELO+
Retail Business Manager
9/2016—10/2017

• Supported high volume flagship business in Soho, NY and Seattle, WA
• Hired new Stylist teams alongside General Managers at both flagship locations
• Collaborated with Fulfillment Managers to ensure in house inventory team and retail team worked in tandem
• Restructured organizational chart, commission, and bonuses with HR and accounting
• Frequently visited to witness customer behavior and allocation needs within space
• Recovered visual merchandising and selling floor details to ensure consistency within both doors
• Outlined goals alongside merchandise planning and initiate service improvements to help projections
• Initiated luxury service standards for VIP’s within the changing landscape
• Present during company merger and restructuring



ALDO+
Store Manager, DMIT, Area Manager
7/2012—6/2015

• Area Manager during restructuring of districts, aiding locations in the Washington DC metro area and Norfolk markets
• Helped store managers with staffing and training in target stores
• Trained and traveled with District Manager to focus on visual merchandising and scheduling workflow
• Loss Prevention audits within all locations, unplanned visits to maintain a pulse on store presentation and staff
• Led the district to be the second highest volume in the region
• Mentored by Regional Manager
• Participated in offsite training with Vice President of Stores (US)