• Oversee stock, backstock and zone product on sales floor with accuracy and sense of urgency• Maintain sales floor for General Merchandise categories• Collect and mark out all defective items from sales floor and handle environmentally sensitive items in compliance with applicable regulations

• Assisted with floorset execution, window changes, visual presentation and marketing placement• Operated cash register for cash, credit card transactions as well as processed tax exempt customers with excellent accuracy levels• Worked flexible schedule and extra shifts to meet business needs including early morning and overnight

• Assisted the creation and execution of sponsored and organic content for various product reviews• Worked with editors and content producers to make changes to articles as needed• Edited and formatted content within content management system (CMS)

• Built and maintained the internal knowledge base for support team• Trained as a Zendesk admin to assist customer support agents in processes and operations• Collaborated on the creation, editing, and publishing of written content, including customer FAQs, internal knowledge base, Ada Chat Bot and ZenDesk• Managed urgent and scheduled updates to website and customer contacts

• Investigated, tracked and resolved disputes filed by customers• Took action on disputes within timeframes based on regulatory guidelines• Responded to inquiries from internal and external stakeholders regarding dispute requirements and processes

• Engaged with customers while providing reliable, knowledgeable and thorough support via phone calls, email, and live chat• Used internal and SaaS tools such as Salesforce, the internet, digital knowledge bases, and troubleshooting guides• Met performance expectations with post-contact survey results and efficiency through high volume contacts

• Managed inbound phone calls, emails, and chat messages via Zendesk• Provided education and troubleshooting of product features and site navigation• Continually met productivity expectations 97% CSAT, while staying on top of assigned tickets

• Responded to member inquiries via email, phone, chat and SMS• Assisted members with onboarding and product education• Helped troubleshoot issues with account management, shipments, and billing

- Promoted to Senior Fraud Analyst + Discounts & Promotions Coordinator in 2015- Co-supervised team of 8-10 agents in Ireland office- Managed all discount and CRM related communications with Customer Support and act as single point of contact- Tracked all discount issues and work with Tech and Marketing teams to implement fixes, changes and updates- Interfaced with high-level departments for Gilt & Gilt City including Customer Support, Fraud Management, Tech, Data Analytics, Digital & Integrated Marketing, Merchandising, Creative Design & Editorial, Business Development and Warehouse Operations- Created and maintained training/communications materials for promo capabilities and processes- Oversaw CRM direct mail programs from start to finish, including managing partnership between internal creative team and external print vendor

• Customer Support: Promoted to Support Manager in 2009; supervised and trained call center and store associates• Merchandising: Joined Merchandising team in 2007; supported Chief Merchandising Officer, 3 buyers and 2 analysts; acted as point of contact for store, warehouse, shipping and vendor issues• Retail: Worked as retail store keyholder in Flagship NYC store; standard store operations, including personal shopping and processing special orders.