Brittany Dawson Email & Phone Number

Los Angeles, CA, US

• Oversees all customer service operations, leading a team of 5 direct reports to enhance customer satisfaction and operational efficiency. Focuses on optimizing performance, improving vendor relationships, and.
• Drive customer experience strategy across multiple channels, collaborating with cross-functional teams in marketing, sales, and operations to ensure a consistent and elevated brand experience.
• Establish key performance indicators (KPIs) that resulted in a 25% increase in first-call resolution rate and improved team productivity.
• Leverage customer insights and industry trends to influence product development and merchandising strategies, ensuring offerings align with customer preferences and expectations.
• Cultivate and maintain high-level relationships with key external partners and vendors, optimizing supply chain and service delivery to support business growth and customer satisfaction.
• Manage relationships with external merchandise fulfillment vendors to streamline inventory ordering, management, shipment, and tracking.

• Led the development and execution of client experience strategies, ensuring high standards of service delivery across all platforms. Worked closely with senior leadership to optimize customer interactions and manage.
• Managed client’s experience strategy, working with senior leadership to ensure client-facing operations met company standards for quality and service delivery.
• Developed a customer service playbook to standardize service procedures across all platforms, enhancing the consistency and quality of client interactions.
• Acted as the primary point of contact for VIP clients, managing orders and event coordination for major events, such as the Grammys and Super Bowl.
• Collaborate cross-functionally on strategic initiatives and client requests, including influencing the roadmap for product enhancements.
• Pioneered the integration of omnichannel communication strategies, enhancing responsiveness and creating a seamless client experience across digital and traditional platforms.

Los Angeles, California, US

• Spearheaded process improvements that elevated team efficiency and service quality, contributing to the company's rapid expansion. Fostered a culture of growth and collaboration, driving measurable improvements in.
• Enhanced quality and operations of the customer experience team, ensuring timely and superior service delivery.
• Developed and implemented customer satisfaction tracking systems, enabling data-driven insights that improved customer retention by 15%.
• Redesigned escalation protocols, reducing resolution time for complex issues by 25% while maintaining high-quality service standards.
• Collaborated with cross-functional teams to align customer support operations with broader organizational objectives, driving a seamless customer journey.
• Launched customer feedback initiatives, leveraging insights to refine processes and improve first-contact resolution rates by 20%.

Genève, CH

• Focused on delivering exceptional service to high-end clientele while optimizing processes to enhance efficiency and customer satisfaction. Cultivated a deep understanding of luxury brand standards, ensuring consistent.
• Oversaw customer service operations, upholding luxury brand standards through quality assurance, training, and workflow optimization to ensure exceptional client experiences.
• Delivered personalized service to 50-70 high-end clients daily, resolving inquiries efficiently and effectively.
• Identified and implemented process optimizations to enhance departmental efficiency and customer value.
• Established a proactive client follow-up system, increasing repeat service engagement by 20% and fostering stronger client relationships.
• Streamlined order tracking and fulfillment processes, reducing turnaround times by 15% while maintaining exceptional service standards.

London, London, GB

• Provided exceptional support to international customers, ensuring seamless resolution of inquiries and alignment with evolving e-commerce trends. Focused on optimizing account performance and streamlining operations to.
• Managed 50-200 international customer inquiries daily, providing detailed product and service information.
• Acted as the primary e-commerce account lead, optimizing performance and maximizing conversions.
• Collaborated with the e-commerce team to streamline operations and elevate the online shopping experience.
• Implemented a customer feedback system, identifying key pain points and introducing solutions that increased customer satisfaction by 15%.
• Developed training materials and onboarding programs for new team members, ensuring consistency in customer support quality.