Customer Service Sales

Pamela Hargrove

Decatur, GA *****

*******@*****.*** - 213-***-****

Over 10+ years of customer service, sales, management and logistics experience in the retail and wholesale distribution industry. A Team Player, often approached by colleagues and superiors alike due to resourcefulness and insightful contributions. Ability to effectively analyze data necessary for sound decision making. React to situations immediatly, go the extra mile and implement effective changes. Take great satisfaction and pride in seeing results and impact on the customer/client. Authorized to work in the US for any employer

WORK EXPERIENCE

Customer Service Lead

Michael Stars - Hawthorne, CA - December 2009 to December 2015

• Lead and motivated the customer service team to ensure consistent achievement of customer service levels and standards.

• Analyzed data to identify and communicate strategies to Company Executives for improvement of services and productivity.

• Streamlined processes to improve cost efficiency and productivity. Developed training and reference manuals

• Assisted account Managers in managing the expectations of Major Retail accounts to ensure repeat business and profit.

• Facilitated the daily receipt, processing and maintenance of all incoming and outgoing EDI.

• Coordinated and implemented proper shipping methods to reduce shipping chargebacks

• Resolved escalated customer service issues.

Operations Manager

Genius Fashion - Beverly Hills, CA - August 2007 to March 2008

• Worked closely with the CEO of a startup company to produce, import and distribute product licensed by NASCAR.

• Effectively communicated with foreign factory to resolve and address subjects related to production execution.

• Maintained product integrity, reduced monthly chargebacks ranging from $10,000 to $16,000 to a minimum of $200,000 to $0 in 2 months.

• Managed the daily flow operations in Production, Customer Service, Returns, EDI, AR and Shipping Departments.

• Analyzed reports from system to determine sales, profitability, accounts due, production schedules, shipping windows and royalties owed.

• Significantly contributed to the increase of 4th qtr. sales of $400,000. Office Logistics Manager

Charles David of California - Culver City, CA - January 2005 to October 2007

• Successfully worked with the customer service team and warehouse manager and staff in order to coordinate daily and future shipments for customers.

• Maintained 100% on time shipping standard.

• Communicated and created packing and shipping guide procedures to ensure compliance matters were effectively understood and adhered by packing and shipping departments.

• Prepared invoices and shipping documents according to customer's shipping manuals.

• Reduced shipping and packing related chargebacks from 15% to 1% in first fiscal year.

• Negotiated contracts with freight companies to reduce weekly shipping cost.

• Acquired a 20% savings rate for weekly shipping expenses of $8,000 and up.

• Able to generate and maintain a 10%+ weekly profit from shipping and handling. Area Sales Manager

Dillard's Dept. Store - Richmond, VA - September 2000 to June 2004

• Recruited, trained, developed staff of 22+ to drive sales for multiple departments.

• Effectively utilized all marketing tools such as, customer service, sales data, staffing and promotional events, to increase sales and gross margin. Increased net sales by 17% and gross margin by 5%.

• Contributed to store reducing shrinkage from 10 % to 2.6 %. EDUCATION

B.A in Fashion Merchandising

Virginia Commonwealth University

SKILLS

Management, Customer Service, Sales, Contract Management, EDI (Electronic Data Interchange), Administrative Support, Logistics Coordinator, Microsoft Office( Word, Excel and Outlook) (10+ years)

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