Manage large scale LA and BPO teamsEvaluate and implement tech solutions to increase customer satisfaction Track WoW and MoM KPIs to measure success and make improvements where neededTrain and mentor the Associate Customer Service ManagersSpearhead logistics and order fulfillment enhancements and automations Manage CRM and CS software tools Define CS roadmap with key stakeholders to enhance the customer experience

Manage the customer service team and SLAs for the department.Implemented the customer service portals including design, operation set-up and feature list.Onboard new client implementations.Conduct trainings and create video content .Scope and manage all requests for custom work.Manage integration issues and coordinate solutions with the client.Spearheaded Enhancement projects to improve the customer experience.

Managed the major account base for the West Coast.Sent daily sales analysis and shipping reports to upper management.Increased the shipping percentage to a 95% fill rate in my territory.Mentored my team of customer service representatives to achieve their shipping goals.Allocated product and managed inventory.Created a purchase order analysis report to track product and when it would hit the dock.Coordinated shipping with the warehouse manager to ensure product shipped within the vendor guidelines.Managed the 846 feeds for drop ship accounts.

Managed order base for National Accounts.Process EDI’s and confirmed hard copy Purchase Orders Coordinated direct shipments and cross dock POs including case pack details and ordering tickets.Aligned product with ship dates to ensure the inventory was received on time and shipped accordingly within the vendor compliance's guidelines. Assisted the credit manager with chargeback disputes to reduce revenue losses.Verified QRS information was loaded and accurate to allow accounts to transmit data correctly.Provided the buyers and sales team with precise and timely assistance with inquiries or resolution to challenges.Ran quarterly bookings and sales analysis reports for the sales reps and sales managers.Updated and added new store locations to the system.Informed the sales team with dropped style reports to allow reps to sub into styles earlier in the season to avoid lost dollars.Took inbound sales calls to provide opportunities for accounts to sell thru product and increase their OTB with our brand.Evaluated the warehouse inbound report to update ETA's on any late arriving styles due to port delays or warehouse issues.

Processed EDI for Majors and drop ship accounts.Monitored WIP and coordinated shipments appropriately.Ran sales and production alignment reports and communicated the changes to reps and buyers.Assisted customers with inquiries and issues relating to product.Managed order base through WOM.Reviewed assortments and 846 feed for drop ship accounts.Managed the WIP report and communicated dropped and late styles to appropriate channels.Set up new accounts for all Brands including coordinating new account documents.Updated all sales operation changes and new information including training manuals in the system.Provided reports to the VP of production to place SMU buys.

Customer Service RepresentativeManaged Majors encompassing department stores and large online retailers.Processed EDI’s and entered Purchase Orders.Ran sales analysis and production alignment reports to ensure quarterly goals were hit.Conducted allocation and open order reports to confirm product shipped and invoiced correctly.Provided accounts with ATS reports, UPC codes, GTINS and Return Authorizations which allowed them to place POs efficiently.Coordinated shipments and ASN transmissions with logistics.Assisted finance with sales claims and chargeback rectifications.Evaluated weekly selling for accounts to strategically plan reorders and sales negotiated returns.Pacific Sunwear Customer Service Rep/Inside Sales Rep/ Sales CoordinatorPerformed data entry tasks including entering orders, running numbers, filling out SMU forms, conducting ATS and short order reports.Processed EDI’s and managed Pac Sun sku numbers.Increased ECOM sales by 20% from LY by integrating SMU ideas with on-trend fabrics and graphics.Created processes with production to ensure in-house dates were within ship windows.Monitored vendor compliance to reduce chargebacks significantly.Built strong relationships with the buyers by being reliable, knowledgeable and establishing trust.Coordinated pre-line meetings and samples.ReceptionistDirected calls and communicated with clientsStamped and distributed mail for 250 employeesAssisted with payroll and distributed checksOrdered office supplies and business cards Created and updated extension lists

Created press releases, updated social networking sites, wrote advertisements, blogs and articles. Intergrated media materials and press contacts into their data base.