Lisa King Email and Phone Number

• Managed a portfolio of wholesale accounts at Deckers Brands, ensuring customer satisfaction and meeting sales objectives.• Developed and maintained relationships with internal and external stakeholders to facilitate successful account management.• Processed credit and return material authorizations, contributing to repeat and referral business through strong customer service and problem-solving skills.• Ensured accurate order entries and effectively handled customer complaints.

• Coached and mentored 10 employees on customer service practices and techniques.• Overhauled employee training program to focus on personal development.• Monitored and evaluated team performance, provided feedback and coached with significant improvement in performance.• Resolved complexed customer escalations.• Managed a close relationship with existing clients and assisting in the setup of new clients. • Managing a portfolio of claims resolution by generating invoices supporting the claims. • Processing orders and maintaining order books.

As a Client Operation Specialists I am in charge of processing the supporting functions related to outside sales such as dealing with client disputes, assisting with client inquiries, problem solving and issue resolution. • Investigating dispute claims made by clients, by using sound judgement to make a decision • Communicating effectively with clients through dispute portal, ensuring accurate and appropriate responses to disputes• Using a combination of great listening, questioning and analytical skills, to identify the root cause of a complaint• Ensuring clients receive great service by establishing trust, being empathetic and balancing expectations • Achieved exceeding KPI targets by using my analytical skills when crediting disputes, while ensuring the continuation and enhancements of services• Completed credits on assigned client accounts

An active member of the Dutch wholesale team, I have been involved in client and company relations with regards to the supplying of products for over 4,500 retail stores domestically and 15,000 internationally.• Dealt with direct queries from high end clients and customers. Ensured all complaint and orders were handled accordingly• Made use of my multilingual skills verbally and by written communication• Completed training and support of new staff• Maintained a portfolio of accounts, in which I ensured seasonal orders were up to date by placing orders.• Exceeded KPI targets and received bonuses• Assists customers telephonically and via email with service and support issues. • Utilizing department tools, resources, business judgment and expertise, and appropriate partnerships with field/stores resulting in increased customer satisfaction and retention• Ensuring productivity, revenue generation, and quality levels are met

Involved in the startup of a new innovative savings account Marcus by Goldman Sachs. Completed Regulatory, Compliance and Anti – Money laundering training. Assisted in the coaching and training of new employees. • Resolving product or service problems by satisfying customer complaints• Maintained financial accounts and kept them up to date • Compliance to regulatory requirements set by the FCA• Maintained high level customer service• Setting up of new accounts and approving documents • Made accurate calculations on interest earned and converted that back onto the associated account

Operating mass buy and sale business for a well-known brand. Handling emails and telephone calls in comprehensive Dutch and English• Ordering processes through JBA of incoming orders – including order amendments, cancellations and returns• ·All wholesale customer telephone enquiries responded to and actions taken as appropriate• ·Regular communication with all wholesale customers to ensure up to date information is shared relating to product availability, lead-times, deliveries, exceptions and other related issues• ·Supporting EMEA sales team with reports and customer updates as appropriate• ·Liaising with Dr Martens Accounts receivable and sales team on any issues in regard to wholesale customers credit limits• ·Liaising with 3rd party warehouse (XPO) on orders put into pick and shipments for delivery• ·Liaising with key account customers for delivery dates• ·Reporting back to Wholesale Customer Services Manager on any issues that affect the flow of orders – incoming or outgoing• ·Work closely with the E-commerce customer service team and happy to flex & provide support at peak periods

At BOTB I was responsible for taking calls regarding our competition, my focus was customer retention. I achieved this by building sustainable relationships of trust through open and interactive communication. • Open and maintain customer accounts by recording account information• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.• Prepare product or service reports by collecting and analyzing customer information• Contribute to team effort by accomplishing related results as needed• Manage large amounts of incoming calls• Identify and assess customers’ needs to achieve satisfaction• Build sustainable relationships of trust through open and interactive communication• Provide accurate, valid and complete information by using the right methods/tools• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensureresolution• Keep records of customer interactions, process customer accounts and file documents• Follow communication procedures, guidelines and policies• Go the extra mile to engage customers• Resolve customer complaints via phone, email, mail or social media• Use telephones to reach out to customers and verify account information• Greet customers warmly and ascertain problem or reason for calling• Assist with placement of orders, refunds, or exchanges• Advise on company information• Take payment information and other pertinent information such as addresses and phone numbers• Place or cancel orders• Answer questions about warranties or terms of sale• Act as the company gatekeeper• Attempt to persuade customer to reconsider cancellation

As a bilingual customer service advocate I dedicated my time to liaising with couriers, hospitals and laboratories.• Managed proactively inbound and outbound calls• Impress customers by listening attentively to their needs, gain agreement on the resolution and bring the issue to conclusion• Logging of calls from customers onto our database and following escalation procedures to resolve problems or issues• To provide and maintain strong, professional relationships with all of our customers and show empathy for the customer at all times• Develop and execute Customer Success Plans for each account, including both strategic and tactical approaches to ensuring customer satisfaction and retention.• Cross- and upselling to development and retention accounts by informing customers of promotions and special deals as well as service options.• Developed customer intimacy based on trust and gained customer insight• Manage the Customer Service Lifecycle for key customers• To maintain good working relations with internal and external customers and to liaise with Sales teams, logistics and Finance teams on a regular basis.• Supply customers with expected delivery dates and delivery status, or product status when required• Ability to reach mutually acceptable solutions to complex problems which arise; level headed, able to manage and resolve issues under pressure

At Zipcar I was responsible for communication with members in English and Dutch. This customer service-based role included providing advice, information and assistance to members and identifying key issues.• Responsible for taking bookings from members in English and dutch and accepting members applications to join Zipcar. •Dealing with their queries and providing excellent customer service on a range of issues.•Handling and resolving customer complaints•Dealing with day to day emails and outbound/inbound calling.•Training and mentoring of new and existing members in the office

As a menswear sales assistant in a popular high street clothing store I was responsible for the sale and promotion of clothes meeting seasonal targets as a member of a diverse team. • Customer facing: Serving customers, promoting the best offers in store• Providing excellent customer service on the floor• Providing personal shopping assistance to customer• Maintaining high store standards on the floor • Assisting customer in the fitting room • Handling customer queries on the floor and over the counter • Handling and resolving customer complaints• Responsible for stock replenishment • Tracking down customers items on the floor • Training and mentoring of new and existing member in the store• Assisting the managers on the day to day activities in running and maintaining the store • Achieving the highest customer service score in the store Hitting daily targets