• Recruits, trains, and coaches a high-performance team of 2 full-time and 2 temp CS agents, fostering a culture of excellence.• Leads strategic initiatives and meticulously maps customer journeys to ensure unparalleled satisfaction, retention, and lifetime value.• Generates comprehensive weekly, monthly, and yearly KPI reports for global teams with a minimum 95% completion rate, enabling data-driven decision-making.• Pioneers the integration of CX industry standards and explores cutting-edge tools and support channels for continuous improvement, reducing customer complaints by 20%.• Implemented CS training programs to enhance agents’ soft skills and product knowledge, resulting in a 25% reduction in average handling time and increased first-contact resolution rates.• Cultivates robust customer relationships resulting in increased leads for ecommerce and VIP programs.• Oversees the ecommerce return process, ensuring accuracy and efficiency through streamlined operational processes utilizing Zendesk, Magento, SAP, and ShipUp.• Analyzes and optimize the post-purchase client journey while driving ongoing site testing and improvements.• Successfully elevated Chat Satisfaction and Net Promoter Score (NPS) to an impressive 91% from 44%.• Collaborates with cross-functional teams, including Digital, CRM, Marketing, Partnership, and Retail, to support ad-hoc initiatives.

• Led a team of 10 dedicated offshore customer service agents by overseeing their training, performance evaluations, and providing ongoing coaching and support.• Proactively monitored team performance against SLAs, implementing process optimizations for heightened efficiency.• Analyzed customer feedback and conveyed actionable insights to internal teams, driving continuous CX improvement.• Maintained a client satisfaction rate consistently above 90% during tenure, earning recognition for outstanding customer support.• Documented and refined customer processes, workflows, and knowledge base articles, enhancing overall team productivity.• Successfully implemented Zendesk as the primary software for daily customer interaction, improving response times and issue resolution.• Maintained an exemplary brand image across various channels, including Google Business, BBB, and Trustpilot.• Expertly resolved escalated client concerns via social platforms, ensuring unwavering customer satisfaction.• Oversaw VIP client invoicing, seeding, and HQ/Retail employee orders.• Collaborated closely with 3PL warehouses to optimize inventory management and resolve shipment errors.

• Provided prompt and exceptional customer service across multiple channels, including phone, email, live chat, and social media.• Exercised creative problem-solving skills to resolve customer concerns with a focus on delivering effective solutions and ensuring follow-up for complete resolution.• Consistently achieved individual and departmental goals, such as call acceptance rate, ticket handling time, customer satisfaction rating, ticket response time, return rate, and net sales.• Collaborated closely with retail associates from 20+ stores to provide seamless cross-channel service for store and web fulfilled orders.• Collaborated with IT teams and external systems partners to troubleshoot and resolve order, product, and inventory issues.• Conducted daily order maintenance and review to ensure prompt processing and shipping of orders to customers.• Provided valuable website feedback to the eCommerce team, contributing to ongoing improvements in user experience and product representation on JV.com.

• Ensured the web store featured accurate and detailed content, including product information, images, and measurements, driving enhanced customer satisfaction.• Operated Salesforce to maintain and nurture customer relations resulting in increased customer loyalty and retention.• Provided clients with timely repair status updates for merchandise sent to the company repair facility.• Exceeded monthly sales targets by leveraging comprehensive knowledge of company history, culture, and product information.• Effectively liaised with boutiques within the US, Canada, and France, ensuring seamless inventory management, repair information, and order facilitation.• Responded to wholesale inquiries from vendors, including Saks Fifth Avenue, Nordstrom, and Bloomingdales, providing timely updates on order status, new product launches, retired merchandise, and special orders.

• Developed an exceptional ability to engage and connect with a diverse clientele, fostering lasting relationships and driving customer loyalty.• Achieved outstanding annual net sales of $2M, showcasing exceptional sales acumen and product knowledge.• Maintained a personal clientele book, proactively updating clients on new arrivals and promotions, resulting in increased sales and customer retention.• Consistently met and exceeded weekly sales targets, underscoring a results-driven approach to sales management.• Collaborated on in-store events, specifically tailored for VIP clients, contributing to increased business generation and customer engagement.

• Functioned as a key support role to upper management in overseeing and ensuring the successful flow of daily store operations. • Assisted in the opening of the Canali Madison Avenue Flagship boutique.• Supervised sales team to ensure daily sales goal achievement, proper clientele practices, and daily replenishment of floor merchandise. • Established and maintained a local and international client base. • Maintained a monthly consistency of growth in UPT and DPT as per company standard.

• Promoted within the parent company, Richemont, from previous role as Sales Associate for Chloe• Achieved over $1.5M in net sales on Madison Avenue through superior service and skill. • Promoted brand awareness and increases productivity by focusing on product knowledge, brand history, and future directives. • Maintained a consistent growth in SLG/LLG department sales per monthly basis. • Responsible for managing and servicing damaged products properly and efficiently. • Kept an organized log of incoming and outgoing product repairs. • Assisted in ordering boutique and office supplies such as shipping labels, boxes, cleaning equipment, and various other items.

•Maintained a personal clientele book in order to keep clients updated of new product arrivals and upcoming sales/events.• Proven record of exceeding monthly sales goals through offering an unique client experience from start to finish.•Worked closely with the visuals team to execute breathtaking visual displays