EXPERIENCE
Digital Shared Services Specialist, Customer Experience
Shiseido Americas Corporation June 2017- Present, New York, NY
• Currently serving as primary support for all digital initiatives affecting Shiseido’s prestige beauty accounts (NARS, bareMinerals, and BUXOM).
• Analyze business reports to highlight key trends, KPI's, and actionable recommendations for improved performance.
• Acted as a subject matter lead for Salesforce Service Cloud projects and JIRA ticket system backlogs. Created over 150 request tickets for successful system deployments to retail and department stores.
• Conducted calibration meetings with profit centers to discuss onboarding training and strategic business reviews. Provided in-depth analysis of key risks and opportunities during primal stages of the lifecycle journey.
• Increased customer retention by conducting follow-up calls with escalated cases.
• Analyze business reports to highlight key trends, KPI's, and actionable recommendations for improved performance.
• Acted as a subject matter lead for Salesforce Service Cloud projects and JIRA ticket system backlogs. Created over 150 request tickets for successful system deployments to retail and department stores.
• Conducted calibration meetings with profit centers to discuss onboarding training and strategic business reviews. Provided in-depth analysis of key risks and opportunities during primal stages of the lifecycle journey.
• Increased customer retention by conducting follow-up calls with escalated cases.
Client Relations Associate
Kate Spade & Company September 2016 - March 2017, New York, NY
• Managed escalated requests through all 4 touchpoints at leading omnichannel corporation Kate Spade & Company.
• Maintained customer service record to ensure absolute success and satisfaction with HQ 's luxury warranty service. Presented roadmap strategies to the retail stores for adoption success.
• Acted as a brand advocate and provided feedback to the team to better serve the company's mission.
• Analyzed over 800 EDI data capture files using the Consumer Tracking System, Guest Voice portal, and Magento.
• Maintained customer service record to ensure absolute success and satisfaction with HQ 's luxury warranty service. Presented roadmap strategies to the retail stores for adoption success.
• Acted as a brand advocate and provided feedback to the team to better serve the company's mission.
• Analyzed over 800 EDI data capture files using the Consumer Tracking System, Guest Voice portal, and Magento.
Ecommerce Logistics and Customer Care Manager
NYLON Magazine April 2014- September 2016, New York, NY
• Ensured each stage of the e-commerce process progressed on time, on budget, and to the right quality standards for prominent publication NYLON magazine.
• Managed over 300 vendors and updated stock levels for over 15,000 product items on NYLON shop.
• Processed over 50 invoices weekly (approx. 200 on a monthly basis).
• Resolved an average of 550 weekly customer service inquiries consistently meeting KPI performance benchmarks in all areas (speed, accuracy, and volume).
• Implemented marketing strategies which resulted in 13% growth of customer base.
• Managed over 300 vendors and updated stock levels for over 15,000 product items on NYLON shop.
• Processed over 50 invoices weekly (approx. 200 on a monthly basis).
• Resolved an average of 550 weekly customer service inquiries consistently meeting KPI performance benchmarks in all areas (speed, accuracy, and volume).
• Implemented marketing strategies which resulted in 13% growth of customer base.
EDUCATION
BACHELOR OF BUSINESS ADMINISTRATION
Minor in Fashion Marketing and Management • Berkeley College • New York, NY • 2013 • 3.7
COURSEWORK
FIT DIGITAL ANALYTICS AND RETAIL MARKETING CERTIFCATION
Fashion Institute of Technology • Digital Analytics
Achieved hands-on data analytics practice and a deep understanding of customer insights that drive marketing and retail performance.
MIT SLOAN DIGITAL MARKETING ANALYTICS CERTIFICATION
MIT Sloan School of Management • Digital Marketing Analytics
Developed comprehensive digital optimization strategies for ecommerce marketing campaigns, including creating a predictive model using analytical tools.
SKILLS
EDI Knowledge, Efficient Communications Skills, Account Administration, Technical Aptitude, Order Management, Microsoft Office Suite, Demand-ware, Software-as-a-Service, Salesforce Service Cloud, Zendesk, Advanced Excel, User Acceptance Testing