Shanece Wainaina Email & Phone Number

Stamford, Ct, Us

• Responsible for managing the day-to-day operations of the Bebonia e-commerce store on Shopify• Work cross-functionally with both internal teams and external partners to successfully execute new product activations, sale launches, and timely receipt and fulfillment of all product and customer orders• Responsible for ensuring technical backend features are routinely updated and functioning properly and store fronts are regularly maintained in order to optimize customer experience• Update and maintain product info including titles, descriptions, images, etc• Integrate third-party applications and sales channels to aid in expansion opportunities and improve customer satisfaction • Prepare product discounts and execute store-wide sale events as requested• Monitor inventory levels and coordinate product restocks as needed• Work cross functionally with various internal teams including marketing and creative to successfully execute key campaigns on the storefront• Work cross functionally with logistics, order management, and fulfillment teams to ensure timely product delivery and order fulfillment• Collaborate with the customer service team (including Social Media Team) to actively communicate relevant store information in addition to any unexpected issues (i.e. quality, delays, etc.) to ensure they are properly equipped to handle in-bound requests and provide an excellent customer experience• Analyze weekly inventory and sales reports to make recommendations on improving workflows, processes and systems

Remote

• Trained Bebonia brand and product expert: I've developed a deep understanding of the Bebonia brand and product to appropriately respond to haircare questions (product recommendations, product feedback, etc)• In partnership with the Social Media Manager, I act as the first touchpoint and voice of the Bebonia brand via email in a way that ensures a positive customer experience• Manage all inbound questions coming into our inbox + maintain an inbox zero philosophy• Handle order-related inquiries and be proactive in providing quick solutions and working with our Fulfillment team when needed• Partner with CEO to discuss opportunities for Product Development, Education, Client Care, and Branding based on customer feedback• Involved in the creation of customer service guidelines, FAQs, and pre-approved responses and processes to monitor, maintain, and strengthen customer communications• Takes the lead on responding to order disputes/chargebacks to come to quick and fair resolutions for the customer• Monitors and filters down customer feedback for Product Quality Assurance to our manufacturer for continued improvement of product• Helps CEO with miscellaneous tasks/needs such as: Email template design, website graphics, basic website updatesToolbox: Shopify, Zendesk, Returnly, PayPal, Google Docs

Doximity is the largest community of healthcare professionals in the country - with over 80% of U.S. doctors and 50% of all NPs and physician assistants as verified members. As a Client Success Coordinator, I help our Pharma team orchestrate successful product launches for our clients through producing Ad mockups, performing QA and assisting in the regulatory process. Strategically partnering with our CSM, Medical Writer, Proofreading and HTML teams for campaign execution from delivery to renewal.

Remote

• Provide Tier 1 tech support to Glooko customers to ensure successful diabetes device integrations• Provide clinical support for Glooko's Enterprise customers• Maintains an intimate knowledge of the Glooko product across all user types, resulting in a consistent 90%+ average CSAT rating• Creates Help Center documentation & SOPs for internal use and external publication• Maintains active communication interdepartmentally to work on common goals with our Product, Engineering, Marketing and Account Management teams

Remote

• Provided customer support for the Life Coaching platform, Blush, including troubleshooting billing issues and general faqs• Supported CEO and team of 7-10 life coaches with scheduling issues and client reassignment • Managed and scheduled website blog content

New York, New York, United States

Provided internal operations support to U.S. Postal Inspectors including handling Payroll, customer support, event planning, light bookkeeping, and overseeing work equipment distribution.