— Wholesale Order Management and Data Entry— Create Stellar Customer Experiences for the wildwonder Community via Gorgias— Coordinate with the 3PL Warehouse Team to Solve Customer Inquiries Related to Shipping, Order Fulfillment, and Inventory Management— Relay Customer Feedback to Team— Monthly KPI Reporting— Supporting wildwonder Team with Order Entries— Purchase Order Data Entry

— Create Stellar Customer Experiences for the Kinfield Community via Gorgias, Social Media, and Retail Channels— Create a Surprise & Delight Program to Optimize Customer Loyalty— Coordinate with the 3PL Warehouse Team to Solve Customer Inquiries Related to Shipping, Order Fulfillment, and Inventory Management— Supporting Marketing Team with Order Entries and Account Management, Reviews, Loyalty, and Referral Programs— Relay Customer Feedback to Team— Host Monthly CX Review for Team to Report on KPIs— Create Macros within Gorgias to Streamline CX Backend— Support Internal Operations for Event Planning, Team Offsites, and Ad Hoc Projects— Market Research to Optimize Sustainability Efforts— Wholesale Order Management and Data Entry

— Create Stellar Customer Experiences for the Curie Community via Gorgias— Coordinate with the 3PL Warehouse Team to Solve Customer Inquiries Related to Shipping, Order Fulfillment, and Inventory Management— Relay Customer Feedback to Team— Create Macros within Gorgias to Streamline CX Backend

- Customer Service Manager in Charge of Answering Email Inquiries via Gorgias- Copy Writer for Mass Customer Order Updates- Creating Generic Email Templates- Processing Orders & Returns via Shopify- Coordinate with Collaborative Partners on Customized Pieces- Identify Customer Trends to Pinpoint Production Errors- Product Organization & Inventory Control- Social Media Content Creator

- Managing a team of 15 to 20 Customer Experience Advisors, in both Part-Time and Full-Time roles. -Ensuring that exemplary service is provided to each and every customer through phone, email, live chat, and SMS. -Overseeing internal order management systems to ensure team members are efficiently and effectively processing orders and maintaining customer relationships. -Providing creative solutions for escalated and sensitive customer concerns. -Monitor performance and interaction levels through Gladly and Looker reports. -Channel customer insights to all areas of business including technology, brand, and product design. -Work closely with training and communication teams to facilitate training on new product and system roll-outs. -Host discussions through one on one and team meetings to collect and provide feedback to streamline service. -Delivering Monthly Performance Reviews to Advisors to assess performance. -Motivate and coach Advisors to Success as defined by company standards. -AM recognized for driving engagement in a remote setting. -Audit Advisor attendance and process Payroll. -Set quarterly goals with the intention of surpassing company performance expectations. -Collaborate with Support Leads as an additional resource for our Advisors while mentoring the Support Lead to prepare them for the Team Lead role.- Mentor to new Team Lead's to ensure comfortability in a new role.- Project support on new training program for training new Support Leads and Team Leads alike

- Welcome new hires to the company to provide a familiar face during the training process, assimilate them into office culture, provide guidance on company policies and the Advisor role.

-Supporting the Retail Brand Marketing Team in all New Store Opening efforts including market research, coordinating vendors, researching potential cultural partners, developing training decks, creating a visual guide for all integrated project plans, and assisting with project management responsibilites.

-Boost customer engagement through social media outlets including Facebook, Twitter, and Instagram. -Monitoring the company's Social Media strategy in order to increase brand awareness, improve marketing efforts and increase sales.

-Provide a support line to all new employees by training and mentoring during their first months at Warby Parker. -Being readily available to answer questions and lending encouragement to seasoned advisors. -Proactively stepping in to support Team Leads as needed.-Taking escalated calls within the supervisor queue and quickly finding a solution to gain the trust of the customer ensuring repeat service.-Continuously following up with escalated customers to ensure they're receiving personalized, exemplary service.-Fostering a positive work environment within the Customer Experience team.-Honored with the Blue Footed Booby Award for exceptional service during a Customer crisis.

-Confirming client insurance benefits through all partners, as well as processing insurance claims.

-Creating a unique, innovative and inspirational customer experience; encompassing the Free People lifestyle and brand image, while maintaining all store operations and goals, resulting in driving sales and ensuring a profitable store. -Serving as a proactive mentor, teacher and problem solver for sales team while motivating and inspiring the team through a strong store presence. -Promoting and maintaining a high standard for overall customer care, operations and loss prevention. -Proficient in store opening and closing functions as well as store operations. -Reviews and maintains a resource library of training tools with the implementation of merchandising and display objectives - all the while creating a store communication board utilizing weekly and seasonal Home Office communication.

-Maintenance of Free People Texas social media counts by editing and distributing digital media.

-Assist the Store Merchandiser in the presentation and placement of merchandise to create a customer experience that is inspiring, dynamic and entertaining for our customers. -Partner with the Store Merchandiser to analyze business needs weekly and set the highest standard possible for visual excellence. Maintain a neat, clean and organized store environment. -Provide a positive and friendly store experience that reflects the Company’s customer service standards.

-Director of team morale.-Fostering a positive work environment with a focus on inspiring to generate sales.-Training new hires on company policies, job responsibilities, and superior customer service.

-Compose articles on upcoming music, fashion and culture in the Phoenix area.

-Implement and maintain office systems including schedules/calendars, filing systems, managing office supplies and setting up daily work procedures. -Maintain the company social media sites. Assist in product development. -Record development meetings. Communicate with vendors (American Gold by Shop Spanish Moss & Novella Royale) collaborating on production. -Market future trends.