Customer Service Experience

Tasheena R. Barksdale

*** ********* **., *** ****, NY 10031 646-***-**** ************@******.***

Objective

• Energetic CRM, customer experience, customer service and merchandising manager with 15+ years in luxury retail with experience in resolving complex customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement. Education

MASTERS OF PROFESSIONAL STUDIES MAY 2023 LIM COLLEGE

• Major: Global Fashion Supply Chain Management

MASTERS OF PROFESSIONAL STUDIES MAY 2021 LIM COLLEGE

• Major: Management/ Retail Management

• Minor: Fashion Merchandising

BACHELOR OF BUSINESS ADMINISTRATION DECEMEBER 2018 LIM COLLEGE

• Major: Management

• Minor: Fashion Merchandising

ASSOCIATE OF SCIENCE DECEMEBER 2018 CUNY-BRONX COMMUNITY COLLEGE

• Major: Business Administration/ Management

Skills & Abilities

• Proficient in Microsoft Office Suite: Word, Excel, Power Point

• Proficient in Instagram, Snap Chat, LinkedIn, Facebook

• Programs: Magento, Retail Pro, Authorize.net, Shopify, Google Analytics, Zendesk, Real Story, ShipHero, Salesforce, SAP Fiori

• Working knowledge of Spanish

Experience

CRM & ECOMMERCE MANAGER REMY-CONTREAU: LOUIS XIII MARCH 2022 – PRESENT

• Monitor all aspects of service delivery and ensure that all customer communication, from whichever source, is consistent with the customer contact strategy and aligned with the global brand guidelines and local market and targets specifications.

• Actively plan, carry out, test & continuously improve CRM programs (end clients & on-trade), database, journeys, e-mails, templates, social CRM initiatives and campaigns (SFSC, SFMC, …).

• Project roadmaps and ongoing activity in line with global business goals and requirements (including E- business).

• Provide analysis & reporting, make recommendations based on these results.

• Develop segmentation & personalization initiatives to increase loyalty & acquire new clients. Use Social Listening as a tool to better understand clients and customize journeys/experiences. 2

• Develop necessary processes and flows for all “direct” sales to be accessible & analyzed via Salesforce.

• Build core CRM skills and competencies within the LOUIS XIII Americas community, provide input to the E-Commerce team (local and global), and more largely within the RC Group.

• Optimize Customer Service / Conciergerie through increased 360 data and traceability.

• Research and recommend new innovative and strategic CRM opportunities, for instance innovative digital experiences, for both end clients and Trade partners, notably via connected decanter, QR codes, …

• Analyze customer incident data and establish benchmarks, then communicate with customer, in a formal, regular manner findings and proposed improvements.

• Developed customer databases and work closely with the global team to optimize and strengthen the global Salesforce CRM database and the various tools available to the team.

• Provide the LOUIS XIII Private Client Directors with tips, tools and templates to cultivate regular communications, relevant with the clients’ and customers’ profiles, location, consumption occasions and time of the year.

• Ensure work team stability by developing and maintaining team building exercises.

• Communicate effectively with Brand Ambassadors and Private Client Directors to ensure awareness, endorsement, and execution of LOUIS XIII customer service strategy as it evolves.

• Develop a customer segmentation plan and manage opportunities to provide incremental resources to customer base.

• Execute software implementation with Project Management Team for customer service and workflow management software support.

ECOMMERCE MANAGER MAISON PSYCHÉ/ REMY-CONTREAU NOVEMBER 2022 – PRESENT

• Ensure a seamless and positive shopping experience for customers from browsing to checkout

• Implement features to enhance user experience, such as personalized recommendations and easy navigation

• Maintain the online product catalog, including adding new products, updating existing product information, and ensuring accurate descriptions and images.

• Monitor inventory levels and coordinate with the supply chain team to ensure stock availability CUSTOMER EXPERIENCE MANAGER SOLID & STRIPED NOVEMBER 2020 – MARCH 2023

• Oversee the hiring, orienting, and training of organization’s customer experience team

• Define and implement standards/procedures for ensuring optimal customer experience

• Implementation of Zendesk Talk and Chat

• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications

• Input, process, and track orders with an awareness of deadlines

• Utilize social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries

• Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company

• Liaise with the production and creative departments to ensure delivery of high quality products and services along with customer feedback

• Documenting processes and logging technical issues, as well as customer compliments and complaints

• Establish communication mediums through which customers can readily contact the company and vice versa

• Analyzing customer feedback on product ranges and new releases, as well as preparing reports

• Oversee the restructuring of an organization into a customer-focused establishment 3

• Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service

• Conduct studies and research to discover new techniques necessary for improving customer experience

• Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills

• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations

• Attend seminars, workshops, and conferences to improve on existing job knowledge or learning of new platforms

CUSTOMER SERVICE MANAGER/ECOMMERCE ROLLER RABBIT MARCH 2019 – FEBRUARY 2021

• Managing all customer service channel

• Work with 3PL to ensure the timely flow of product from the warehouse to customers in accordance with SLA (inventory management, fulfillment & returns)

• Work with the integrations of the customer support software to implement/ maintain timely customer care services thorough email, telephone & automated response bots

• Respond to customer concerns & queries to ensure optimal response times, customer satisfaction and increase sales conversions

• Manage the customer service representative abroad/remote

• Manage the business communications with updated written customer communications (FAQs, policies, shipping, returns & exchanges information and resource materials)

• Create customer segmentation and personalization initiatives to create a personalized shopping experience onsite- based on location, gender, order history etc.

• Establish coordination between online and in-store communications to ensure alignment between customer care initiatives

• Coordinate with store partners for an affirmed manual for customer care practices as a business

• Draft reporting from customer service system to understand and make adjustments based on customer concerns

• Site reporting based on consumer behavior to understand bounce rates, drop offs, time on site, conversion activity and other engagement metrics using Zendesk, Google Analytics, Magento, & Real Story reporting platforms

• Site merchandising, product uploads, reporting/ analysis and daily QA& AB testing across devices and browsers for linking and usability

• Input, process, and track orders with an awareness of deadlines ECOMMERCE OP/CUSTOMER SERVICE MANAGER MISHA NONOO SEPTEMBER 2018 – MARCH 2019- 2020

• Managing all customer service channels

• Responsible for daily communication between all customer service channels and overseas factory partners

• Liaise with E-commerce and manufacture partners for any issues concerning orders

• Direct to Consumer, On-demand

• Inventory control

• End to end fulfillment

• Issue refunds, store-credits, exchanges

• Develop and convey product knowledge

4

• Demonstrate a professional demeanor while providing exceptional service to the Misha Nonoo clientele via email and social media channels

• Communicate promptly with online clients regarding any changes in information, product availability to their order (waitlist, backorder, or personalization details)

• Coordinate with manufacture partners regarding order issues and priority shipments

• Coordinate drop shipments

• Input, process, and track orders with an awareness of deadlines

• Responsible for conveying a consistent brand image that attracts customers by encouraging sales on the Web

• Compile and Communicate daily sales on spreadsheets

• Troubleshoot and resolve customer issues and complaints with utmost of care and professionalism and escalate when necessary

• Communicate waitlist/client request manufacture partners

• Maintain online image catalogue and copy

• E-commerce, from compiling products to packing of products ECOMMERCE CUSTOMER SERVICE MGR/ WEEB MERCHANDISER CALYPSO ST. BARTHS JULY 2016 – JUNE 2018

• Follow customer service policies and procedures to ensure customer satisfaction with elevated customer service

• Provide support to over 50 stores

• Issue refunds, store-credits, exchanges

• Maintain awareness of all sales and promotions; Develop and convey product knowledge

• Order management, with a focus on providing sales and customer service to clients via phone and email

• Input, process, and track orders with an awareness of deadlines

• Troubleshoot and resolve customer issues and complaints with utmost of care

• Control and manage E-commerce image catalogue; from compiling products to packing of products

• Prep for retail, corporate meetings by binding retail presentations, pamphlets, etc. SALES INTERN CHRISTIAN LOUBOUTIN BEAUTÉ SEPTEMBER 2017 – JANUARY 2018

• Assist and support the Directors of Sales for the Americas and International

• Communicate daily sales of North America and International markets to directors

• Synchronization of category selling materials: lips, eye, and nail

• Update sales reports for products in selling category: Lip, nail, and eye

• Own tracking of sales planning metrics

• Compiling, entering, and analyzing sales data including reports distribution to retailers

• Maintain integrity of field based documents for brand success

• Support market prep

• Account launch pre-meeting calls, sales meeting prep SALES ASSISTANT/VISUAL MERCHANDISER CALYSO ST BARTH APRIL 2015 – JULY 2016

• Processed new sales leads; Managed the correspondence between sales team and their clients

• Managed stock awareness in all categories to maximize selling potential

• Provided data and reports to help the sales team; Keeping track of sales targets

• Store operations; shipping, receiving, and transfers 5

• Coordinate visual standards within flagship store; Supported Visual director and coordinator with weekly floor sets and refresh

• Monitored visual standards execution in stores and ensure consistency and effectiveness is maintained and that aesthetic standards are achieved in line with Calypso St. Barth identity

• Visual operations, special window dressing, window installations and in-store private events ACTING ASST. MANGER TRUE RELIGION BRAND JEANS SEPTEMBER 2009 – JUNE 2015

• Operated cash wrap and POS system

• Managed inventory daily and facilitated replenishment

• Team building and direct product training within retail districts; Communicated with teams through the Manager on Duty the day’s goals such as Plan, LY’s, and Conversion expectations

• Successfully clientele and cultivated an in demand and growing client base both internationally and domestically

• Consistently assisted personal clients with on trend products, events, and promotions through consistent communication and follow-up

• Developed Loss Prevention training with management to roll out to current and future team members to prevent internal and external shrink

DESIGNER SALES CONSULTANT SAKS FIFTH AVENUE SEPTEMBER 2007 – SEPTEMBER 2009

• Consistently informed clients of upcoming arrivals as well as current alterations to existing clients

• Consistently assisted personal clients with trend products, events, and promotions through consistent communication and follow-up

• Consistently made communication through email and telephone to stay in contact with personal clients as well as upper management regarding needs of business such as product, clients’ needs, and overall profit margins on specific designer merchandise

• Clientele using CC ambassador

• Properly executed policy and procedures regarding Loss Prevention within my departments in working with LP teams

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