Customer Service Manager

PROFESSIONAL SUMMARY

Experienced customer service manager with a strong leadership background in WMS systems, retail order fulfilment, loss prevention management, and customer retention strategies. Articulate communicator committed to self-education on new technologies. Able to manage conflicting priorities and consistently deliver sustainable results. I am confident that my skills, experience, and commitment to excellence make me a perfect fit for any customer service management role.

CORE COMPETENCIES

Communication: The ability to effectively communicate ideas, information, and feedback both verbally and in writing. Leadership: The ability to lead and motivate teams towards achieving business goals and objectives. Technical Skills: Proficiency in relevant software, systems, and tools needed to perform job functions. Time Management: The ability to prioritize tasks, manage time effectively, and meet deadlines. Problem-solving: The ability to identify and analyse problems, develop solutions, and implement effective resolutions. Customer Service: The ability to handle customer inquiries, complaints, and feedback in a professional and courteous manner.

Adaptability: The ability to adjust to new situations, processes, and environments. Attention to Detail: The ability to maintain a high level of accuracy and attention to detail in all work-related tasks. Teamwork: The ability to collaborate and work effectively with colleagues towards achieving common goals. Emotional Intelligence: The ability to manage emotions, communicate effectively, and build strong relationships with colleagues and customers.

PROFESIONAL EXPERIENCE

Customer Service Manager Mar 2023 – Present

Luxury Retail Brand

Key Responsibilities:

• Managing the customer service team to provide exceptional support to customers, resolve complaints efficiently, and exceed customer expectations.

• Developing and maintain positive relationships with vendors, suppliers, and clients.

• Monitoring deliveries and shipments to ensure timely order fulfillment and manage inventory levels to avoid stock- outs.

• Styling/Brand building and marketing imagery management to ensure consistency across all platforms.

• Hosted and self-hosted platform management to optimize customer experience.

• Strategizing and solving problems to improve operational efficiency and customer retention.

• Loss prevention management to ensure adherence to safety regulations. Returns Operations Manager June 2018 – Mar 2023

CoEdition/City Chic

Key Responsibilities:

• Provided operational support to domestic and foreign retail vendors/brands in a leadership role.

• Managed a team responsible for processing and fulfilling outgoing orders, brand returns, and servicing customers.

• Built and maintained professional relationships with assigned accounts.

• Managed storage and distribution operations, including initiating, coordinating, and enforcing operational policies. Customer Retention Specialist July 2014 – Oct 2018 Gwynnie Bee E-commerce Clothing Rental Co

Key Responsibilities:

• Developed and implemented strategies to retain customers and increase customer loyalty.

• Identified areas for improvement in the customer experience and worked to address them.

• Monitored customer behavior and preferences to anticipate needs and provide personalized solutions.

• Provided excellent customer service and support to ensure customer satisfaction and retention.

• Collaborated with other departments, such as marketing and sales, to develop retention programs and initiatives. Customer Service Representative Apr 2011 – Mar 2014 Time Warner Cable

Key Responsibilities:

• Managed customer calls effectively and efficiently in a complex, demanding environment

• Resolved service, pricing, and technical problems for customers, meeting or exceeding service and quality standards

• Researched clients' business objectives to offer appropriate solutions

• Facilitated training sessions to enhance sales team development and sales goal reinforcement. EDUCATION

BACHELOR OF SCIENCE IN BUSINESS MANAGEMENT, GPA: 3.4 Empire State College

LELA PITTS

Phone: 347-***-**** Email: *********@*****.***

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