Dulce Acosta Email & Phone Number

New York City Metropolitan Area

-Lead relationships with 3PL partners, ensuring seamless warehousing and fulfillment operations, and accurate inventory levels.-Collaborate with cross-functional teams to maintain order accuracy and proactively manage logistics, mitigating delays and keeping stakeholders informed.-Track critical metrics on cost efficiency and operational quality, leveraging Excel skills to generate reports that guide data-driven improvements.-Conduct regular inventory counts and resolve discrepancies, contributing to accurate stock levels that support dependable order fulfillment.-Utilize ERP systems, including NetSuite, to integrate and analyze data, creating repeatable reporting processes that drive strategic decision-making.-Adapt swiftly to organizational shifts, supporting new initiatives and continuously optimizing operations to align with Burrow’s growth.

New York City Metropolitan Area

-Assisted in managing day-to-day warehousing and fulfillment tasks, worked with 3PL partners to handle returns and last-mile delivery effectively.-Partnered closely with logistics, supply chain, and customer service teams to ensure alignment on order status and resolved operational issues swiftly.-Conducted regular inventory audits, reconciled discrepancies, and maintained precise inventory levels to support efficient fulfillment.-Tracked key operational metrics and created recurring reports to provide insights into order and inventory accuracy and overall process health.-Identified potential shipment delays, coordinated with logistics to understand root causes, and communicated updates to customers and stakeholders promptly.

New York City Metropolitan Area

-Led daily CX operations by providing strategic guidance to agents, refining SOPs, resolving escalations, and managing queue workflows to ensure efficiency and increase CSAT scores by 2% month over month.-Fostered a positive team environment through mentorship, tailored training, and actionable feedback, driving agent performance and engagement.-Balanced core CX responsibilities with side projects, including ERP (NetSuite) optimization, 3PL management, collection launches, and overseeing social media customer interactions.-Partnered cross-functionally to support new product launches and Canadian market expansion, contributing to UI/UX development and resolving aged orders with Operations and Finance teams in NetSuite.-Maintained deep expertise in company products and processes to deliver seamless multi-channel support across email, SMS, chat, and phone.-Improved KPIs by strengthening customer relationships through proactive follow-ups, adherence to SLAs, and consistent alignment with CX standards.

Greater New York City Area

-Directed multidisciplinary teams and developed long-term strategies to successfully manage a $10 million retail store.-Executed strategic initiatives to achieve quarterly sales and KPI goals, closing 2019 Q4 at $2.46 million (+38% to incentive plan).-Designed creative operational plans to optimize store performance despite challenges from COVID-19, including customer traffic fluctuations, budget constraints, and inventory bottlenecks.-Adapted to evolving COVID-19 guidelines while fostering positive team morale and sustaining productivity.-Oversaw store transitions, including closure, operating a temporary location, and launching a new store within five months.-Spearheaded recruiting initiatives for a new store opening, achieving 100% staffing by hiring 150 part-time employees in just 2.5 months.-Leveraged Instagram as an innovative recruitment tool, resulting in 20% of staff hires through social media outreach.-Mentored and developed junior managers, leading to 10 promotions within three years and enhancing leadership succession planning.-Streamlined store operations using tools like PeopleSoft, POS systems, and DSP devices to train staff, resolve customer issues, and improve efficiency.-Maintained professionalism and composure in high-pressure situations, effectively managing escalated customer concerns.-Reduced year-over-year inventory shrinkage by 4% through enhanced inventory management, associate training, and regular physical counts.

Greater New York City Area

-Drove sales and exceeded company KPIs by delivering exceptional customer experiences through personalized interactions, efficient store layout, and clear marketing strategies.-Planned and executed floor-sets, ensuring adherence to timelines and standard operating procedures (SOPs).-Conducted competitor research through comparative shopping to provide actionable insights for upper management.-Managed stockroom operations, emphasizing organization, operational efficiency, and accurate inventory tracking.-Oversaw daily store functions, including opening/closing procedures, cash management, scheduling, floor zoning, and merchandising.-Trained team members in product knowledge, customer service excellence, and provided real-time coaching for continuous improvement.-Assisted the store manager in hiring processes, including applicant screening, interviews, and coordinating onboarding activities.

Lubbock, Tx

-Supported high school and middle school students in developing academic skills and life competencies.-Designed, organized, and promoted college-readiness events, benefiting students across the Lubbock community.-Developed and executed marketing strategies to enhance event engagement and ensure sustainable program growth.

Greater New York City Area

-Oversaw major and specialty accounts, fostering customer loyalty and driving sales growth.-Organized and tracked inventory, managed product samples, and ensured order accuracy using Total Showroom.-Partnered with account executives to strengthen relationships with existing retailers and onboard new clients.

Bachelor'S Degree, Business Marketing And Retail Management

Activities and Societies: Diversity Student Ambassador Phi Upsilon Omicron Honor Society Women in Business Hispanic Scholarship Fund.

High School Diploma

Activities and Societies: Student Council, National Honor Society, Debate Club, University Interscholastic League, Cross Country, Track.