Jenita Gomez Email & Phone Number

Responsible for the day-to-day oversight of the Customer Care Team which is responsible for providing support and service to all customers. Schedule and allocate teams across channels based on actual demand. Actively manage and oversee requests across all customer channels. Manage escalations raised by Team Leads. Conduct monthly Team Lead performance management reviews. Develop and implement performance management initiatives. Foster a culture of professionalism, creativity, ownership, and customer advocacy.

Los Angeles, California

Provide exceptional support to customer's inquiries through phone, email, and text. Work directly with the Customer Service Manager to build tools to support the growing customer support team.Consistently seek ways to streamline processes that are inefficient, presenting solutions to leadership team

Work closely with Senior Customer Care Manager on a daily basis, ensuring pertinent information is filtered to agents and vice versa. Articulate effectively across a wide range of personality and communication styles creating a respectful work environment to all. De-Escalate irate customers daily through phone and email, ensuring to find a resolution that works well for customer and company

Maintain detailed documentation of customer inquires. Directly contact customers via phone, email and chat to discuss their sizing and fit. Provide exceptional service via phone and email. Intelligently answer suiting questions around fit, measurements, and construction.

Insure the execution of daily shopping tasks and inventory validation checks by store operators daily.Works with Store Employees, Store Operators and Fleads for ongoing product/Ability to analyze work operations and implement process improvements Strengthen relationships with existing merchant Communicate and coordinate with cross functional teamsTrain and coached operators, leads and trainers daily in the process of processing in store

Execute daily shopping tasks and inventory validation checks, using a range of mobile devices. Closely working with Store Managers/Employees and Store Leads for ongoing product/process feedback. Building relationships with new merchantsContributed to the onboarding of 15 locationsAbility to analyze work operations to suggest process improvements Build relationships with new merchants and expand the relationships with existing merchants.Communicate and coordinate with cross functional teamsTrained and coached operators, leads and trainers in the process of onboarding new locations

Santa Monica, California

Completed a series of training sessions to advance from Barista to Store Manger within a 4 year period. Trained staff to deliver outstanding customer service and address negative customer feedback immediately. Developed rapport with the customer base by handling difficult issues with professionalism. Expressed appreciation and invited customers to return to the store. Regularly sought opportunities to up sell and add on additional merchandise.