Blanca Smith Customer Service And Process Improvement Email & Phone Number

San Francisco, California, United States

South San Francisco

Building a fashion resale e-commerce business to repurpose textile waste that has diverted 25,000 pounds of textiles away from landfills to date Maintain record and bookkeeping including all files and administrative records, including expense reportsManaging Designer Habit, responding to customer inquiries in a timely fashion and answering questions on available stock and product performanceOperate autonomously in all facets of business, i.e., strategic planning, operations, merchandising, and marketing for online store; proficient in customer relations, revenue growth, financial management, driving operational excellence, business development, price negotiationsComplete all purchase orders & customer invoices; fulfill customer shipping needs; maintain timely correspondence with clients throughout duration of sale; communicate order status; provide tracking and confirm delivery; proficient in PayPal transactions, UPS, and USPS servicesManage inventory for office supplies and equipment, including ordering replenishment using a custom system that has prevented out-of-stock issues

San Mateo, California, United States

Burlingame, California

Successfully resolved 300+ weekly customer and internal sales representative inquiries via multi-channel support by anticipating customer needs which led to an average of 98% customer satisfaction score for the companyDevised a new fundraiser payment process that decreased outstanding accounts with balances owed and saved 20+ hours per week across three departmentsTrained customers on how to use Boon Supply’s proprietary system via Zoom and Google Meet that increased customer satisfaction when surveyedCreated customer-facing and internal company help documents with corresponding Loom video tutorials that decreased fundraiser platform usage tickets from end users and internal sales representatives by 20%Supported a sales team of 80 independent fundraiser consultants by training them on revolving company policies, managing their fundraiser accounts, as well as the many clients of their fundraisers Identified issues and bugs to collaborate on resolutions with department heads to decrease customer pain points Oversaw school district and state vendor partnerships by managing required documents and vendor bidsReconciled, invoiced, and sent payments to 600+ active fundraiser accounts per year which also reduced accounts with new outstanding balances by 90%Implemented efficient SOPs and NetSuite reports to save time on existing proceduresManaged and maintained executive's calendar scheduling over 50 meetings and appointments per month with 100% accuracy

San Francisco Bay Area

Led a flagship-level store while developing and mentoring a team of 27 direct reports to help promote team members to new positionsPioneered a customer experience-oriented team that increased the store location's overall Customer Satisfaction Score by 20%Developed expertise in billing analysis that decreased customer escalation incidents and improved a key performance indicator regarding customer bill credits by 10%Pioneered a Spanish-speaking positive enviornment to attract a larger Latino customer base that earned the store location the coveted "Bilingual Concept Store" certificationMaximized employee awareness of common fraudulent practices regarding customer accounts and effectively lowered cancellations due to fraud by 25%

San Carlos

Elevated the San Carlos store location to the top 3 rank out of a chain of 40+ stores by focusing on coaching behaviors rather than resultsCreated new marketing strategies for store events that increased event sales revenue by 20%Streamlined back office store operations and special orders to maintain key performance indicators at high levelsExpertly guided clients through personalized gait assessments and informed them of biomechanical concepts that led to a 30%+ increase in a highly profitable key performance indicator

Built relationships with distributors and adult companies Masterfully managed inventory and implemented standard operating procedures around inventory which reduced net shrink by 70%Selected and purchased merchandise for store location and online presenceTranslated for and assisted Spanish-speaking clientele that led to a 50% increase in the Latino customer baseOrganized and instituted in-store events that created an ongoing community relationship with client baseCreated new advertising and promotion formats that increased repeat business by 25%Ideated new procedures for verifying that merchandise was functional and facilitating warranty replacements for customers with the product manufacturer which reduced customer complaints regarding faulty merchandise by 80%