Social Media Customer Service

Carly E. Kirkpatrick

Cell: 609-***-**** Email: ******.***********@*****.***

EDUCATION: THE FASHION INSTITUTE OF TECHNOLOGY State University of New York Bachelor of Science, December 2013 Fashion Merchandising and Management EXPERIENCE:

• HUDSON’S BAY COMPANY New York, NY June 2016 - Present LORD & TAYLOR

Senior Web Producer

-Partners with creative, marketing, merchandising operations, front end development, infrastructure, and quality assurance teams to create, push to production and maintain highly promotional responsive content on a strict deadline.

-Communicates and documents content restrictions, timers and update capabilities to contributing teams in order to align on process and best practice

-Monitors nightly replication to production ensuring live content is reflecting accurately for prime traffic hours, sometimes requiring time sensitive fixes and pushes to production

-Lead producer on transition to mobile optimized website using Skava Ecommerce Platform

-Collaborates with stakeholders across various departments to manage editorial, homepage and email planning schedules to manage expectation of business

-Worked across multiple teams to complete full migration of website content from IBM WebSphere Commerce to Alfresco CMS

-Co-founder and chair of Women in Tech, an employee resource group passionate about creating a community to increase engagement, empower associates and promote empathy while embracing diversity and inclusion within Hudson’s Bay Company. Partners with tech talent acquisition to recruit female engineers.

• HENRI BENDEL New York, NY May 2015 - June 2016

Web Operations Associate

-Implemented planning, testing and execution of expansion to International shipping. Worked closely with developers and international carriers to ensure flawless execution of customer shopping experience, fulfillment, shipment, delivery and currency conversion.

-Collaborated with marketing team to communicate possibilities and systemic issues while setting up promotions and rewards program ensuring positive customer experience

-Worked with developers to manage steady state of prioritized updates and large projects thru agile method. Planned and monitored hours for projects and balanced budget

-Implemented and optimize customer service standards and operations including standardization of procedures, appropriate issue routing, service center reporting, and customer representative training

-Used Demandware OMS to monitor orders from the purchase to delivery, ensuring all online transactions are posted timely and accurately. Responsible for forecasting and planning for peak holidays

-Enhance online store payment methods as well as monitor and optimize fraud protection functionality and balance monthly chargeback report

• MARLON GOBEL New York, NY January 2014 - April 2015 Marketing and Special Events Coordinator

-Developed advertising strategy emphasizing collaborations with Christian Louboutin, Swarovski, Hunter Boots and individual artists

-Researched and communicated with target audience to reach strong brand recognition and satisfy customer needs while maintaining a strong social media presence

-Participated in annual NYFW runway shows involving finding and booking venues, maintaining casting models, organizing hair and makeup companies and coordinating and executing run of show

-Self-driven to seek new and innovative brands to collaborate with that reach beyond luxury menswear fashion and into technology and sportswear

-Promoted from an intern, to a part time freelance position, to Marketing and Special Events Coordinator over a four-year period from the start of the brand

• INTERMIX New York, NY January 2012 - May 2012

Ecommerce Merchandising Intern

-Implemented weekly process to upload new merchandise on the website to be available for immediate purchase requiring punctuality, extreme attention to detail and accurate vendor information

-Self-starting to initiate a database cleanup and updated library of brands featured on the site

-Assisted in the organization of seasonal look book plans, preparations and photo shoots. SKILLS: HTML, CSS, JavaScript, Alfresco Content Services, Skava Ecommerce Platform, IBM WebSphere Commerce, Demandware Ecommerce Platform, Mainstreet Order Center, Accertify fraud management system, Adobe Studio, Box and Microsoft Office. Extreme attention to detail, clear communication skills, punctual, thorough, ability to perform in a team and also individually, desire to learn more and take on increasing levels of responsibility.

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