CC

Christine Carpini

Professional Summary

Experienced Customer Service Manager with over 10 years of expertise in leading teams and delivering outstanding customer service. Possesses strong organizational and problem-solving skills, along with exceptional verbal and written communication abilities. Proven track record of driving KPI's and performance goals. Adept at collaborating with others. A self- starter with the ability to multitask effectively. Committed to driving customer satisfaction and continuously improving processes. Work History

PetIQ - Field Operations Manager

Cinnaminson NJ

03/2019 - 09/2022

Micheal Kors - Store Manager

Blackwood, NJ

09/2017 - 02/2019

Acted as single point of contact for high level implementation lifecycle management on 126 simultaneously assigned customer accounts .

●

Established performance and service goals, held team of 58 associates accountable for individual performance.

●

Audited customer support procedures and collaborated regionally to promote operational excellence in all offices.

●

Created and validated order details for sold products and services. Provided timely responses to customers and service inquiries.

●

Negotiated veterinary contracts with 68 veterinarians on monthly basis for continued collaboration.

●

Pro-actively managed and trained team to ensure customer's service needs are met to highest levels of customer satisfaction and expectations.

●

Served as conduit and escalation point for exception problem management of customer troubles and issues.

●

Developed, forecasted, and monitored client revenue trends against forecasted revenue and remediated risks using plethora of software platforms.

●

Built customer relationships, implemented new programs that increased revenue potentials and minimized churn rates.

●

adz6zf@r.postjobfree.com

609-***-****

Panama City, FL 32401

Skills

● Customer Service

● Project Management

● Merchandising

● Organization

● Leadership

● Business Development

● Technology Proficient

● Marketing

● Time Management

● Flexibility

● Positive Attitude

● Critical Thinking

Education

Rutgers, The State University of New

Jersey

New Brunswick, NJ

Business Administration And

Management

05/2002

National Kitchen And Bath Association

Bethlehem, PA

Certification: Design

Brooks Brothers - Store Manager

Atlantic City, NJ

05/2014 - 09/2017

Pacific Sunwear Of California Inc - Area Sales Manager New Jersey

04/2012 - 07/2013

Coach - Associate Sales Manager

Freehold, NJ

● Analyzed customer data to improve customer experience.

● Established clear client and employee retention goals.

● Processed milestones for clients and employees to work toward.

● Promote value of the product with presentations and planned events.

● Upsold services and products with brand image

● Promoted value through customer experience.

● Created training courses and educational materials. Reviewed, de-escalated customer complaints and concerns to improve customer experience.

●

Analyzed trends and conducted research to determine seasonal merchandise direction.

●

Coordinated and directed buying team, enforcing compliance with company standards.

●

Resolved performance issues using best practices and support resources while creating new, innovative solutions to meet changing needs of clients

●

Reviewed performance data to monitor and measure productivity, goal progress and activity levels. Bringing business from 3.5 million per year to 4.3 million per year.

●

Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.

●

● Achieved ranking in company top 5 for employee satisfaction survey. Wrote and administered yearly reviews, succession plans and corrective actions.

●

● Managed client expectations, communication, and performance metrics. Developed and implemented key account strategies and programs to optimize revenue contribution and return on investment.

●

Conducted analysis to address product planning which led to stores properly allocated yielding 5%-8% comp increases for each location.

●

Reinforced established quality control standards and followed procedures for optimal customer interactions.

●

● Maintained and managed customer files and databases. Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

●

Analyzed customer data to identify trends and develop strategies to improve customer success metrics.

●

Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

●

Planned and managed monthly floorsets and planograms for all overseen locations.

●

03/2004 - 04/2012

Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

●

Evaluated performance against goals and implemented appropriate development plans.

●

Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.

●

Created a visual floorset strategy that reduced total payroll hours later becoming companywide policy.

●

Compiled and analyzed data to determine approaches to improve sales and performance.

●

Created strategic plans for merchandising that reduced payroll 23% monthly, eventually becoming companywide policy.

●

Mentored and supported team of 88 employees to create strong workplace culture, increasing our customer surveys from 70% satisfaction to 98% satisfaction.

●

Maintained relationships with customers and found new ones by identifying needs and offering appropriate products and services.

●

Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.

●

Additional Information

Highly proficient in the following platforms:

-MS Excel

-MS Office

-NetSuite

-ADP

-Concur

-Expensify

-Monday

-Workday

-Hubspot

-Salesforce

-Sharepoint

-Powerpoint

-Sisense

-SalesEdge

Contact this candidate