Kim Mach Email & Phone Number

Interviewing and assembling a team of Customer Experience Specialists from the ground up.Producing standard operating procedures to ensure a seamless training and onboarding experience.Working cross-functionally between the customer experience team and other departments to efficiently improve processes and cut costs.Collaborating and providing feedback to the engineering team to effectively build new tools.Using Asana, Jira, Confluence, and Trello for work management purposes.Overseeing a team of direct reports and an offshore team.Leading multiple meetings and stand-ups to cohesively triage and delegate the workload.Meet with stakeholders to effectively prepare for new product launches.

Boston, Massachusetts, United States

Collaborating with the logistics team to optimize shipping operations and drive customer satisfaction.Serving as the liaison between the Customer Service Team and the Logistics TeamCreate processes to optimize the logistics team, customer service team and the customer's experience.Utilizing the tools in Shopify, eFactory, ShipStation and Zendesk to assist customers and place orders.Serves as the customer's main point of contact for inquiries and provides great customer service.

Boston, Ma

Act as warehouse manager; responsible for inventory/warehouse control and optimization. Leading the efficiencies and organization of the warehouse.Overseeing the fulfillment center; shipping all the orders that come through the web business daily.Work with vendors to ensure optimum quantities are delivered and received at the warehouse.Working with the logistics company to optimize delivery speeds and customer satisfaction.Assist in driving sales for the Web store, Amazon and Etsy channels.Serves as the customer's main point of contact for inquiries and providing great customer service.Work in NetSuite and Shopify dealing with sales, transfer and purchase orders.

Greater Boston Area

Prepare and manage the intake of proprietary media and its association to the site.Oversee management of the offshore team; provide guidance and direction to ensure high quality results.Use word documents, CSV files, excel and formulas for process management and database purposes.Evaluate the work of imaging contractors, and communicating cross-functionally on projects statuses.Work cross-functionally with the 3D imaging team, the Catalog team and the Buying team.QA 3D models, photo studio images, and all other medias that come through our pipeline.Make quick in-house edits to the images, when necessary.Train all the newly OnBoarded team members.

Greater Boston Area

Answer incoming calls from customers and assisting with their needs..Provide exceptional customer service for multiple orders simultaneously. Assist in returns, damages, missing parts and any other inquiries.Act as a middle man for the supplier and customer.Send/respond to emails in a timely manner. Also creating a schedule to follow up with customers accordingly.Train new hires on how to navigate the site and customers.

Greater Boston Area

Cash handling; counting multiple currencies during each transaction and at the end of the shift.Conducting currency transactions, along with normal banking transactions such as: deposits, credit card payment, and issuing money orders/cashier’s checks.Foreign Currency vault key holder; no other teller had access to this vault.Train new tellers in their role.

Sell currencies and provide guidance to customers with various types of currencies appropriate for their travels.Cash handling; counting many different types of currencies. Placing orders and sending out excess currencies.Creating and maintaining database entries for coupons used and different amounts of currencies accepted.Maintain an up-to-date schedule of appointments for customer pick ups, as well as transfers of money.Utilizing FedEx to send and receive important documents.

Bachelor Of Arts, Studio Art

Education record