• Managed a team to ensure optimal customer experience through effective communication and tech management.• Processed returns and refunds efficiently, adhering to company policies and ensuring customer satisfaction.• Gathered valuable customer feedback to refine products and services, driving the company forward.

• Customer Satisfaction Improvement: Elevated CSAT scores from 3.5-3.8 to a consistent 5/5 within one month and maintained this level.• Department Restructuring: Completely restructured the customer service department by rewriting and upgrading SOPs, improving email macros, and reorganizing the team by transitioning from in-house agents to an outsourced BPO company.• Call Management Enhancement: Increased phone answer rate from 0% to 100% within one quarter.• Team Leadership: Organized and conducted stand-up meetings three times a week and provided weekly updates on key KPIs and customer service metrics during brand status meetings with stakeholders.• System Migration: Successfully initiated and completed the migration from Zendesk to Gorgias CRM system for better integration with Shopify and e-commerce platforms.• Process Automation: Set up automations for previously manual processes, enhancing efficiency and accuracy.• Team Management: Managed an overseas team of 4 basic agents and 2 team leads, conducting weekly coaching/training and culture-building meetings.• Quality Assurance: Monitored and audited all customer service interactions to identify coaching opportunities and areas for improvement.

-Successfully built and managed the customer service department, including hiring, training, and mentoring a team of customer service representatives.-Implemented efficient processes and procedures to enhance the customer service experience, resulting in improved response times and customer satisfaction.-Developed and monitored key performance metrics to evaluate team performance and ensure service level agreements were met or exceeded.-Utilized Zendesk as the customer relations management software to streamline support operations and enhance productivity.-Proactively handled escalated incidents and customer complaints, finding timely resolutions and maintaining positive relationships

-Implemented retention strategies that led to increased customer retention rates, exceeding goals and driving revenue growth.-Demonstrated strong customer advocacy skills by effectively addressing concerns, resolving issues, and providing exceptional service through multiple channels.-Collaborated with cross-functional teams to gather customer feedback and insights, facilitating product and process improvements to enhance the overall customer experience

1/2018 — PresentVendor Relations Manager-Cultivated and managed relationships with vendors, ensuring their satisfaction and driving successful partnerships.-Analyzed vendor needs and recommended tailored solutions to increase bookings and boost vendor satisfaction.-Conducted vendor onboarding and provided comprehensive software platform tutorials to ensure a seamless experience..6/2017 — 12/2017 Sales Account Manager-Achieved sales targets by effectively communicating with clients and vendors, building strong relationships and facilitating successful transactions.-Responded promptly to inbound sales leads, offering tailored solutions and addressing customer inquiries with professionalism and efficiency.-Managed critical documents such as contracts and invoices to ensure accuracy and timely delivery

-Managed lease retention, assisted with lease returns, and provided lease term end options to capture returning clientele.-Assisted Sales Managers in marketing efforts to meet sales and lease goals.-Developed negotiating strategies focusing on financial gain and customer satisfaction.-Located business deals by analyzing market strategies, requirements, and financials, and resolving internal priorities.

• Assisted clientele with locating their requirements and interests in order to identify the best car option.• Closed sales by negotiating and completing sales and purchase contract.• Developed and qualified buyers by creating good rapport with previous and new clientele.• Ensured clientele understood the vehicle’s operating features, paperwork, and warranty.• Reported to Sales Manager regarding sales, analyses, reviews, and objectives.• Reviewed sales statistics to plan more effectively to improve sales.

• Assisted Sales Team with test drives, inventory, and lot appearance. • Prepared and educated clientele on product features.• Maintained thorough knowledge of product presentation.

-Implemented owner’s vision to organize textiles in showroom based on fabric specifications (color, style, etc.)-Collaborated with local textile companies to compare inventory and resources -Inputted purchase orders using QuickBooks