Vincent Ramirez Email & Phone Number

Minato-Ku, Tokyo, Jp

• Oversee daily contact center activities, develop an in-house team of five Customer Experience Coordinators, manage 3rd party contact center relationships, and be a vital member of the DTC team • Prioritize the online customer experience, define and implement essential customer service strategies, measure and track KPIs, and work cross-functionally with internal and external partners to ensure the best possible experience for customers • Support all Shiseido Company Brands (Shiseido, NARS Cosmetics, Clé de Peau Beauté, ISSEY MIYAKE, Narciso Rodriguez, Serge Lutens, and Tory Burch), Supply Chain/Fulfillment, Digital IT, and extended ADX teams • Support system enhancements, knowledge base articles, and educational tools to drive sales, quality, and efficiency of a team of 35 Beauty Advisors

Paris, Fr

• Oversaw daily operations of a four-agent Customer Service Team, ensuring quality customer service and 100% compliance with customer service standards • Monitored customer service trends and best practices and recommended changes to customer service policies, resulting in the implementation of new technologies and processes, leading to a 25% improvement in overall customer satisfaction scores • Collaborated with the marketing team to implement targeted campaigns, resulting in a 21% increase in inquiries• Developed internal training programs focused on customer service techniques, resulting in a 30% decrease in customer complaints over six months

New York, Ny, Us

• Implemented innovative client care policies that improved customer satisfaction ratings by 35% • Built and trained a Client Care Team made up of three advisors that successfully reduced waiting times and inquiries by 65%• Identified areas of improvement, resulting in an 80% decrease in customer complaints • Created detailed reports and analyzed data to identify performance goals and monitor team performance, resulting in a 55% increase in productivity

New York, Us

• Served as the point of contact for day-to-day e-commerce operations, including overseeing the fulfillment and distribution networks, payment services, fraud prevention, and a Customer Service Team of 35 agents • Collaborated with the training team to implement, coordinate, and schedule regular training to help maximize the customer service team's performance • Implemented a CRM system to track and report customer experiences, resulting in a 50% improvement in answering inquiries • Utilized data analysis to develop strategies that improved customer service levels by 40% and customer relations by 70%

Venice, California, Us

• Implemented a sales training program that improved annual sales performance by 20%, resulting in a 15% increase in customer satisfaction scores. • Developed and implemented new operational policies and procedures, resulting in a 35% increase in efficiency and a 15% reduction in errors • Monitored and analyzed operational performance metrics to identify areas of improvement, resulting in a 25% increase in productivity and a 10% reduction in costs • Developed and executed sales strategies that resulted in an annual revenue increase of 20-35%