Stephanie Young Email & Phone Number

Charlotte, Nc, Us

Greater New York City Area

Director of Customer Communications for an industry-leading e-commerce business specializing in luxury sleep products, acquiring progressively responsible roles over nine years. ● Oversee all inbound and outbound communications via email, text messages, and phone logs while providing oversight and strategic management for efficient customer service through the Zendesk platform for a 400 million dollar + company.● Developed and implemented phone logging software within our communications department. ● Implemented and currently manage multiple integrations on the Zendesk platform. ● Assist in managing a team of 160+ representatives, monitoring phone calls and email contacts to ensure alignment with brand voice.● Assist in training company customer service representatives, playing a pivotal role in advancing several by providing highly-effective training and employee coaching.● Instrumental in bringing hundreds of authentic, positive customer product reviews with a 95% customer satisfaction rate.● Managed all service communications, which included drafting fresh, highly-effective content that effectively conveyed the company voice and brand.● Fielded all customer concerns and issues promptly, effectively resolving complaints and increasing customer satisfaction.

Supervised, recruited and hired up to 20 lower-level management staff and other store personnel Maintained company standards and structured training program, as set forth by the corporate officeHandled operations in areas of customer service, merchandise presentations, store cleanliness, shrinkage and operating cost controlsOversaw deliveries ensuring effective inventory and merchandise managementMaintained profit goal of up to $200,000+ per month, through sales and accessory levels and set the standard for second highest income shop in the U.S. Facilitated in the store’s fiscal integrity by accounting for all cash, merchandise, and assetsWas held accountable for store sales, metrics, stock and merchandise flowAided other stores in supervision by taking on DM role when other managers are on leaveCreated weekly spreadsheets of sales needed to maintain monthly goals, employee reward signups and employee sales for each store in my district

New York, Ny

Trained and supervised newly hired sales associates in all areas of the storeProvided optimal support, sales, and satisfaction to up to 150 customers dailyOversaw a quarter of the annual budget, totaling $120,000+ per year for select product linesCoordinated intake of up to 2,000+ items per month to maintain 30,000 item stockDeveloped Public Relations in accordance with advertising and company marketing via Yelp, Google, Facebook, Twitter, Manhattan Hotels and local businessesMaintained filing system, staff scheduling as well as answering phone linesDeveloped website by entering and editing content and keeping E-mail relations with clients and vendors

Greater New York City Area

Performed comprehensive background research into allocated subjects and personDemonstrated extensive verbal and written communication with persons of interest for Q&A articlesComposed, edited and submitted articles upon deadline

Bachelor’S Degree, Communication And Media Studies, 3.8

Activities and Societies: Contributing writer for THE WORD

Journalism, British Media