Dana Stern Email & Phone Number

United States

Lead the VIP team (Client Services Platinum Program) to ensure best-in-class customer experience for high value clients and coach/develop direct reports.Collaborate effectively across departments to achieve common client experience goals (operations and design shops)Work closely with Design Shops and upper management on client escalations to solve complex issuesAct as an escalation point for the organization, ensuring all client issues are addressed and resolved promptly.Ensure all client feedback is tracked and reported to the Director of Client Services to improve program processes.Support the Director of Client Services in managing Serena & Lily online reputation though various web-based review sites and social media platforms.Highly proficient in ZenDesk and NetSuite platforms and Google applications.

Sausalito, California, United States

Managed 13 person team of customer service associates within a Customer Care Team of approximately 85.Oversaw VIP team (now called Client Services Platinum Program) and worked closely with design shops and operations to ensure a seamless customer experience for high profile clients (this included consolidated deliveries, trouble shooting inventory issues).Oversaw a new specialized team, Home Delivery Support, to bring support and resolutions to escalated issues with design shop clients and across the brand.Worked with upper management on client escalations to solve issues and create new procedures.Trained new associates on processes, platforms and applications.

San Francisco Bay Area

Managed the day to day responsibilities of 5 Customer Experience Associates via 4 channels (email, chat, text and phone) using Kustomer and NetSuiteSustained a personal 98% customer satisfaction across all channelsPartnered cross-functionally with the Operations Team and Retail TeamsImplemented new daily team schedule to best serve customers

Oakland, California

Trained in client systems (Kustomer, NetSuite, Adyen) to answer daily customer tickets (approximately 30-50 customer interactions per day)Troubleshooted resolutions for high touch customers Partnered with Operations Team regarding inventory availability and new inventory allocation

San Francisco Bay Area

Responsible for building out new styling service called the Goody BoxInterviewed and hired 6-person styling teamCreated new stylist training guidelinesCoached new stylists on fit, style, customer requests and new styling platformInstrumental in creating on-line styling profile

San Francisco Bay Area

June 2015 - May 2017 Lead StylistManaged a team of 50 remote stylists including recruiting, coaching, development, addressing under-performing stylists, and team communications Interfaced with cross-functional teams across the company Presented materials at 5 new stylist trainingsMarch 2014 to May 2015 StylistStyled 100 clients per week using the Stitch Fix styling platform Provided coaching for new and under-performing stylists Selected to be part of the new maternity team in November 2014 to style clients in new emerging business

Berkeley, Ca

Managed law conferences for sponsors, law firms and alumniStaff lead for attendee registration and communicationAssisted with event website design and updates

Berkeley, Ca

Managed events for high-profile donors including lectures, Board of Advisors meetings and dinnersResponsible for all event logistics, guest invites/communication, VIP support and program materialsLed venue selections and work closely with venue staffStaff lead for event promotion, both on and off-campus

Berkeley

Managed executive education programs for international and domestic clientsWorked with business school faculty on program contentResponsible for program logistics, faculty contracts and program materialsEstablished and managed program websites