Customer Service Manager

JUDY AZEVEDO

408-***-**** . ****.*******@*****.***

PROFESSIONAL PROFILE

Detailed oriented professional utilizing communication, marketing,

merchandising and customer service skills while focusing on building

relationships and exceeding customer satisfaction.

KEY QUALIFICATIONS/COMPETENCIES

* Excellent oral, written and interpersonal communication skills to

develop and maintain strong working relationships with cross

functional teams

* Proficient in the following software programs: Microsoft Office Suite,

Salesforce, Photoshop, StrongMail, Dreamweaver, HTML, JIRA, ACT!

* Detail oriented with strong analytical skills with a proven aptitude

for compiling, communicating, and driving results.

* Strong project management skills with an ability to multi-task and

manage rapidly changing priorities.

* Ability to think creatively and problem solve.

* High energy, self-motivated team player

EMPLOYMENT HISTORY/PROFESSIONAL EXPERIENCE

Rocket Farms, Salinas, California

Product Development Manager

2011-2011

* Created new and existing products including; new color schemes,

thematic designs and concepts concerning plants with pottery, tags and

POP material

* Coordinated with procurement, production and outside vendors to ensure

new product trials are followed through and completed successfully

* Provided significant information of new products on company website

and social sites

Coupons.com, Mountain View, California

Program Manager

2010-2011

* Classified opportunities and manages fulfillment of purchased services

before end date

* Examined all campaigns thoroughly and provides best practices to meet

and exceed client goals

* Produced coupons and other production contents using internal custom

interfaces to transfer offline data components for online promotional

campaigns

* Supported client with technical execution, program implementation, and

technical troubleshooting

* Provided advice on monitored campaign performance to ensure consistent

top quality performance

* Interfaced with Engineering teams to QA test enhancements and upgrades

to Operations tools and resources

SHOP.COM, Monterey, California

Merchandising Manager 2008-

2010

* Implemented design concepts for 11 departmental pages including

clothing, shoes and beauty department

* Executed, proofed and approved all email campaigns and merchandising

initiatives

* Partnered with Database Marketing on promotional campaigns from

concept to design and product placement

* Analyzed click through reports to better optimize email campaigns and

merchandising initiatives

* Identified and executed creative opportunities that enhanced shopper

experience

* Interfaced with software engineers to develop website enhancements to

better serve marketing objectives

Merchant Account Manager

2007-2008

* Managed over 100 merchants to provide quality assurance, including

website operations, content, pricing and product images

* Monitored store optimization from a product content standpoint by

communicating recommendations to merchants including shopper comments

and industry changes

* Reviewed merchant quality reports including cancellation rate, order

status and customer reviews; conveyed quality requirements to

merchants while advocating high standards

* Involved Account Representatives by addressing merchant issues and

reinforcing quality standards

* Trained merchants to use self-serve, Marketplace Business Center

functionalities

* Collaborated with Customer Service Department and Merchants with

escalated shopper issues to resolve urgent matters and emphasize 100%

shopper satisfaction

Robert Talbott Inc, Monterey, California

Customer Service Representative

2006-2007

* Processed sales orders for over 300 accounts while assisting in

inspection of returns and answered frequently asked questions

* Reviewed and edited sales reports including Nordstrom sales report

* Partnered with the Inventory Department for end of year inventory

audit

IMC Consulting and Training, Modesto, California

Client Services Manager

2004-2006

* Proofed, revised and finalized client collateral including; business

cards, brochures, websites, logo design and promotional campaigns

* Analyzed compiled data based on promotional campaigns

* Negotiated deadlines and pricing with vendor management including

business card quantity and logo design fees

* Created, analyzed and presented client promotional statistics to

company President

EDUCATION

California State University, Stanislaus

Bachelor of Science in Business Administration-Marketing 2008

Fashion Institute of Design and Merchandising, San Francisco

Associate of Arts in Merchandising Marketing 2004

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