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 implementing data-driven strategies to drive service excellence.• 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.• Oversee the vendor RFP process, contract negotiation, and vendor performance management, ensuring seamless service and cost-effective operations.• Lead a team of 5 direct reports, creating performance goals and providing coaching to enhance customer service and operational efficiency.

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 high-profile events for VIP clients. • 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.

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 customer satisfaction and operational performance.• 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%.• Recruited, onboarded, and trained a team of 10 specialists, facilitating the company’s rapid growth.

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 excellence in client interactions and operational execution.• 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.• Developed training materials and conducted workshops for team members, improving product knowledge and customer service skills across the department.

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 enhance customer satisfaction and drive sales growth.• 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.• Streamlined inventory and order management processes, reducing response times and improving accuracy in handling customer inquiries.