Customer Service Data Entry
Resume:
Janelle Morgan
***********@*****.***
SUMMARY
Experienced Client Service Supervisor with seven plus years of providing management and customer service in retail luxury and the hospitality industry. Expert in high-level communications, administrative and experience creation, detailed project management, on-boarding new hires and relationship building within the retail luxury and hospitality industry.
EDUCATION
BA Business, Healthcare Administration
St Joseph’s College, Graduated: 2022
WORK EXPERIENCE
ESW
Client Success Manager East Rutherford, NJ
April 2022- August 2022
Develop, maintain, and manage the individual project plan for each client engagement, providing a framework for the proactive and successful management of issues, risks and deliverables.
Manage client expectations, drive client deliverables, and exercise scope control to ensure the project completes on schedule.
Provide crisp and accurate internal reporting of project timelines, completion forecasts, time tracking, and other items as identified.
Provide consultative expertise to the client, including guiding clients through key decisions and trade-offs to maintain project scope and timeline.
Effectively communicate with internal/external project team and stakeholders during monthly business reviews.
delivered software solutions to customers as part of a consulting or professional services organization.
Optimize and make sure the client is using the software according to our best practices.
Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions
Manage a portfolio of accounts with a focus on renewals and upsells conversations.
Work closely with our customers with the drive to help them change their workplace and achieve their business goals
Advocate in during collaborative conversations about the product with our Product, Development, Marketing, and Sales teams
Protect existing revenue streams, identify opportunities and risks.
Assess client health and develop strategies to mitigate churn.
Meet net retention with NPS/ KPIs through data-driven analysis, planning, and execution
Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy
Neiman Marcus
Client Relationship and Development Sales Manager Short Hills, NJ Nov 2021- April 2022
Leverages available reports to ensure team of Associates is achieving overall Client Development and selling KPIs in a fast-growing agile demanding store.
Manage the use of all client relationship resources like training tools, SOP’s, etc. to provide personal assistance to customers.
Implements company initiatives of Customer Cultivation, Omni Selling Tools and Omni Selling and Service
Create and Facilitate group trainings between advisors Group Sales Manager and the Market / Metro Manager
Performs detailed action plans for the store handed down by the Market / Metro Managers while maintaining the ability to learn and utilize various software programs and updates provided by corporate.
Provide monthly qualitative and quantitative business reports as stipulated by the Corporate Team
Develop events/incentives that will continue to grow customer base, with particular emphasis placed on building local market
Maintain the highest degree of customer service every day while cultivating customers and advisors Passion for luxury product with an appreciation for design and craftsmanship of all Luxury items.
Assist sales associates with various customer service issues and providing the best solutions for client retention.
Empower associates to make decisions in the best interest of providing exceptional customer service by serving as a proactive mentor and problem solver
Scales and ensures that in-store roles of the Client Development team are clearly defined and have clear measurements of success
Provides feedback to the Managers and Directors on how initiatives are progressing to monitor performance of team members and identifies opportunities
Coaches and mentors’ advisors on best practices (e.g., building relationships, personalized communication, product knowledge)
Works with Associates to create and track detailed personal goals and action plans in partnership with Groups Sales Manager
Cultivate the dynamic culture of a common vision that promotes leadership that collaborates with employee knowledge to create development
Meet sales goals set forth by the Corporate Merchandising and Director of Stores.
Create PowerPoint presentations and make edits for Presentations on Strategy and innovation provided by stakeholders.
Kering Signature New York, NY Oct 2019 – Nov 2021
Client Service Supervisor
●Creating 50+ templates and macros for the client service team to use for all seven brands that we currently service, for a faster and uniform response time when assisting clients via all platforms.
●Managing the client service team of 15 advisors in providing potential solutions and maintaining high-quality service of 98% call rate average.
●Partnering with boutiques and store operations to ensure positive client experiences both in-store and online and work directly with shipper to create and follow-up on claims
●Verifying customer orders and liaise with logistics and corporate contacts and managing ongoing customer relationships utilizing our CRM tools.
ASM-Gucci New York, NY Jul 2018 - Nov 2019
Client Experience Manager
●Provided support and regular feedback to a team of 30 Client Advisors to ensure their development is ongoing and their motivation and sense of engagement daily.
●Participated in attracting, recruiting and onboarding a high performing team.
●Deescalated phone calls and listened to each client advisor's feedback to improve the client’s experience.
●Supported opening and closing of the client service department as Manager on Duty providing leadership and guidance to all Client Advisors on shift.
Starbucks New York, NY Feb 2015 - Oct 2018
Assistant Store Manager
●Demonstrated integrity, honesty, and knowledge that promote the culture, values and mission of Starbucks.
●Assisted and supervised a team of 20 employees to create and maintain the Starbucks Experience for our customers and partners.
●Responded to immediate store needs by utilizing external resources such as Partner & Asset Protection, Partner Resources and Food & Beverage.
●Supported store operations by recognizing and reinforcing individual and team accomplishments through existing organizational tools and making recommendations to store managers on new, creative, and impactful methods of recognition.
Brooklyn Perinatal Network Brooklyn, NY Aug 2010 - Nov 2011
Executive Assistant to Vice President
●Served as the primary point of contact for internal and external constituencies on all matters pertaining to the Office of the Vice President and provided high-level administrative support.
●Aligned organizational objectives with the company's mission, increasing revenue by 25%, and profit and business growth by collaboratively developing integrated strategies.
●Collaborated with the Human Resources department to implement employee health policies in place and focused on maintaining a healthy work environment for all employees.
●Arranged travel accommodations, including flights, hotels, and cars or drivers and all related documentation.
SKILLS
Proficient using Microsoft Office Applications like PowerPoint and Excel, Leadership skills, Organizational skills, Time Management, Client Experience, Coaching and Development, Communication, Project Management, Teamwork/Collaboration, Decision Making, CRM, Data Entry, and Administrative, Self-starter, SaaS, Salesforce, Power Point, Detail Oriented, Excellent interpersonal skills, Attention to detail, Okta Verify, Ad Hoc project management.
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