Mark Mendoza Email & Phone Number

Las Vegas, Nv, Us

Los Angeles Metropolitan Area

San Francisco Bay Area

-Restructured department for streamlined communication, operations, and escalation process.-Implemented best practices to build and develop culture.-Collaborated with various stakeholders to improve processes and communication.-Created leadership and consigner relations agents accountability system.-Ensured KPIs, CSAT, and SLAs are met.-Launched quality assurance tools.-Generated leadership master schedules and department ROTAs templates to ensure coverage and… Show more -Restructured department for streamlined communication, operations, and escalation process.-Implemented best practices to build and develop culture.-Collaborated with various stakeholders to improve processes and communication.-Created leadership and consigner relations agents accountability system.-Ensured KPIs, CSAT, and SLAs are met.-Launched quality assurance tools.-Generated leadership master schedules and department ROTAs templates to ensure coverage and efficiency.-Instituted hiring and onboarding process and developed assessments to ensure proper candidates are onboarded. -Handle high level/profile complex escalations. -Cultivated relationships with sales teams to support their VIP clients. -Developed a community manager role and established a Social Media team to streamline communication with PR and marketing departments. -Scouted tools for analyzing agent work productivity, including cost per ticket, cost per agent, and true handle time. Show less

Los Angeles, California

-Built and developed a team representing multiple brands while maintaining company culture. (ie. DKNY, Roberto Cavalli, and Thom Browne).-Collaborated with Ecommerce managers to develop the CS team to represent their brand. -Worked closely with Commercial and Ops teams to onboard new brands.-Maintained relationship with B&W Brand Specialist to ensure process, procedures, and communication was aligned with brands.-Ensured B&W CS agents were meeting daily KPIs and SLAs. -Hired… Show more -Built and developed a team representing multiple brands while maintaining company culture. (ie. DKNY, Roberto Cavalli, and Thom Browne).-Collaborated with Ecommerce managers to develop the CS team to represent their brand. -Worked closely with Commercial and Ops teams to onboard new brands.-Maintained relationship with B&W Brand Specialist to ensure process, procedures, and communication was aligned with brands.-Ensured B&W CS agents were meeting daily KPIs and SLAs. -Hired and onboarded new CS agents.-Maintained monthly meetings with brands to highlight successes and introduce opportunities.-Developed several agents into new roles in and out of the department. Show less

Greater Los Angeles Area

-Coached CS agents to meet individual opportunities and potentials.-Analyzed KPIs daily, weekly, and monthly.-Strategized and implemented improvement programs to increase KPIs. -Maintained 1:1 meetings and performance quality meetings bi-weekly with CS agents.

Greater New York City Area

-Assisted in restructure of customer care department by doubling the number of agents on the CS team.-Analyzed reports to guarantee efficiency. -Coached and developed managers. -Implemented quality monitoring for phone calls and emails.

Mawah, New Jersey

-Coordinated with brand managers and global supervisors to assess workload in queues in order to distribute assignments among microteam. -Analyzed team sales and productivity and coached to opportunities. -Monitored phone calls, live chats, and emails to ensure standards are met. -Handled escalated calls to secure excellent customer experience.

Garden State Plaza, Paramus, New Jersey

-Assisted in managing daily store operations-Lead and executed monthly floor sets-Assisted in hiring and on boarding sales and stock associates-Assisted in ensuring store's sales and KPI targets were met-Lead and executed stock room shift for new inventory.

Associate'S Degree, Business Administration And Management, General

Certificate, Automotive

Diploma, General Education