Sr. Customer Analysis Associate & Retail Operations Assistant Manager

J E S S I C A K I M

Address: **** **** **. ********, ** 11204 - Phone: 215-***-**** - Email: ***********@*****.*** EDUCATION Drexel University, Philadelphia, PA

• Antoinette Westphal College of Media Arts & Design - Bachelor of Design and Merchandising, Class of June 2009 EXPERIENCE Christian Louboutin, Retail Operations Assistant Manager (May 2017-Present)

- Rolled out stock control procedures- performed monthly cycle counts and yearly inventories for all stores within the US and Canada

- Developed and improved all new hire trainings, policy and procedure manuals and operational checklists for all freestanding and concession boutiques

- Co-managed the operations and planning of the US and Canada sample sales. Responsible for all incoming/outgoing stock, maintaining the guest attendance, staffing, invitation blasts and analyzed foot traffic for all sample sales

- Lead pre/post meetings for new freestanding and concession openings. Created training schedules and opening agendas for new teams and all departments involved

- Managed all maintenance requests for our US and Canada stores within the Westcoast. Partnered with our technicians and vendors to ensure all cases are completed in a timely manner and up to the company’s standards

- Increased and maintained the level of accuracy in tracking allowance for all employees within the North America region

- Partnered with the IT teams to launch new software and IT equipment within our region by creating training guides for all freestanding stores on its functionalities and updates

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Christian Louboutin, Senior Customer Analysis Associate (September 2014-May 2017)

- Implemented the launch of Salesforce within the United States, a CRM Solutions System for accurate reporting and case activity. Salesforce is now a leading software with Christian Louboutin globally

- Was a selected key member to roll out and launch a brand-new POS system within our freestanding boutiques and concessions (US and Canada)

- Perform analysis, administration, troubleshooting, testing, software and data environment refreshes as needed

- Solve complex problems and develops innovative solutions related to the CRM platforms utilized by our CSE and Care & Repair departments

- Work closely with our IT department with constructing call plans and telephony porting operations Christian Louboutin, Client Care & Aftersales Coordinator (May 2013-September 2014)

- Launched Christian Louboutin’s first and official Client Care & Aftersales department.

- Answered all calls through the call center & served as a concierge for all Manhattan boutiques

- Reported on all quality and repairs companywide for all US freestanding boutiques

- Documented all incoming/outgoing repairs for clients and employees within the company

- Worked closely with our third-party shoe cobbler, Leather Spa, to keep an organized file of repairs and statuses

- Interacted with clients via social media (Facebook and Twitter) to assist with sales and/or concerns ASM USA INC, Supervisor, Brand Ambassador (March 2012- March 2013)

- Promoted to Supervisor after 2 years of customer service experience within ASM; A high luxury Client Care Center

- Managed multiple brand accounts such as Audemars Piguet, Chloé, Salvatore Ferragamo, Versace, Baccarat and Eres

- Provided staff supervision and guidance, complying with all company policies, procedures and directives

- Monitored the traffic of incoming calls and emails daily for weekly reports

- Created procedure guides for brands so Ambassadors may utilize as references and training purposes

- Ensured that high level of customer service standards was maintained always

- Collaborated with the Account Manager in recruiting new brands by performing Benchmark studies for over 25 different client care centers

[ASM] Chloe & Piaget, Senior Brand Ambassador (March 2011- March 2012)

- Launched Chloé’s official customer service department and served as the main Brand Ambassador for the corporate account Chloé

- Served as a concierge for the Piaget Boutique in New York, along with answering the toll-free customer service number

- Replied to all incoming emails submitted online by clients within 24 hours

- Demonstrated sense of urgency in busy call center and email environment in the luxury retail industry

- Maintained excellent oral and written communication skills with a high level of confidentiality

- Possessed exceptional ability to diffuse customer situations with tact and ease

- Liaison between the marketing offices, repair department and clients

- Prepared and discussed monthly to yearly brand reports with ASM management and ASM offices in France

[ASM] Cartier, Junior Ecommerce Brand Ambassador (August 2010- March 2011)

- Processed online orders through our suggested CRM and e-Commerce program; SAP

- Sustained excellent oral and written communication skills

- Achieved monthly sales goals by placing numerous phone orders daily

- Ranked the highest number of answered emails submitted through the Cartier website from clients Teen VOGUE, Fashion Market Director’s Intern (March 2008-September 2008)

- Assisted the Editor in Chief, Market Director, and Stylists in preparation and execution of photo shoots

- Scheduled fashion appointments with various showrooms for upcoming photo shoots in addition to requesting samples

- Efficiently organized run-throughs for photo shoots based on various Stylist’s and Fashion Editor’s preferences

- Submitted expenses weekly and maintained organized files of all paperwork and approved expenses

- Created inspiration boards for Stylists and Fashion Editors based upon desired themes

- Documented all incoming sample requests as well as outgoing sample returns SKILLS

• Salesforce • New Voice Media • Microsoft Word, Microsoft PowerPoint, Microsoft Excel • Cegid Retail POS software (Front & Back Office)

• Adobe Photoshop • Proficient in ASM’s preferred CRM / e-Commerce program Stock and Price (SAP), WICOM

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