• Led and coached a team of 75 customer service agents in assisting over 2000 customer per day at peak as well as, providing feedback, knowledge, and support to meet and exceed customer service goals and KPIs.• Personally develop a team of 12 to consistently hit targets above 70% First Contact Resolution 65% CSAT and Less than 3 Min of Average handle time.• Coached and develop a team of 12 to grow within their role and career. Ensuring their overall success in their position and their future endeavors.• Co-led projects to increase customer satisfaction and retention, resulting in successful outreach to 150+ customers per day and a significant increase in repeat business.• Collaborated with other teams at SKIMS, such as sales, marketing, warehouse, international processing, tech, product, and operations teams, to ensure a seamless customer experience across all touchpoints.• Co-managed projects and assisted upper management in increasing workflow efficiency and quality.• Demonstrated a leadership style of leading by example, developing and providing feedback to better our agents, increasing their independence and confidence in their roles, resulting exceeding KPI goals such as an 80% First Contact Resolution and 75% Customer Satisfaction Ratings.• Analyzed customer feedback and data to identify areas for improvement and implemented strategies to improve customer satisfaction.

• Developed and maintained strong relationships with customers, resulting in a 90%+ satisfaction rate and increased loyalty.• Coordinated effectively with cross-functional teams to ensure customer satisfaction throughout the product development and delivery process.• Proactively identified and resolved customer-impacting issues by working on constantly evolving projects and implementing effective solutions, resulting in increased customer satisfaction and retention.• Responded to customer inquiries promptly in a professional and courteous manner, with an average response time of 2 hours, to exceed customer expectations.• Adapted quickly to new systems and processes to meet the evolving needs of the business, resulting in resolution of large customer issues within 1 day, improving overall customer satisfaction.

• Led local events and partnerships to expand the client base and drive customer retention increasing traffic by 25%.• Implemented effective email marketing campaigns, resulting in increased customer engagement and repeat business.• Managed the store's daily operations, including setting and achieving customer satisfaction goals, managing inventory levels, and ensuring brand consistency and quality control.• Acted as a point of contact for branch leads to ensure alignment and collaboration across the organization.• Achieved top 1% sales volume and consistently exceeded quarterly customer retention targets.

• Utilized in-depth product knowledge to provide expert recommendations to customers, resulting in a conversion rate of 60% and doubling the average sale goal.• Consistently exceeded sales targets and achieved a customer satisfaction rate of 90% through effective relationship management and communication.• Generated sales at 34% over the set target and achieved highest selling performance in the store by achieving conversion rates of over 60% and average sales 200% of target.

• Achieved revenue growth goals and increased foot traffic through strategic customer engagement and retention initiatives.• Hired, trained and mentored team members to deliver exceptional customer service, resulting in 40% increase in customer satisfaction and a 20% increase in sales.• Applied inventory management skills to maintain optimal product availability and ensure timely resolution of product damages.• Built strong relationships with flagship store owners to align store expectations and drive overall success.• Led visual marketing campaigns that improved customer experience and increased sales by 10% through creative planning and product unifying.