Operations Manager Care Specialist

Jazmine Newton

Brooklyn, NY • +1-347-***-**** • **************@*****.*** • linkedin.com/in/jazmine-newton-08b547193

Operations Manager

A seasoned Operations Management expert with over three years of experience in managing and leading process improvements. Skilled at building strong relationships in client-facing roles with both internal and external stakeholders. Excels in clear communication and collaboration with cross-functional teams. Highly organized with experience independently analyzing key performance metrics to drive success.

WORK EXPERIENCE

Gucci • Jersey City, NJ, USA 04/2017 - Present

Lead Product Care Specialist

Delivers exceptional service by handling complex inquiries and escalations via phone, chat, and email, providing expert guidance on product features and solutions, contributing to a 15% increase in overall customer satisfaction.

Organizes meetings and resources to onboard team members for the Product Care Team and Store Teams across the US and Canada for the internal ticketing system; Improved member interactions by regularly reviewing work and providing coaching and support to help team members grow and deliver better service.

Leads and mentors a team of 11 specialists in fostering cross-functional collaboration with Client Solutions, Vendors, Wholesalers, and the Sales team; monitors team performance and sets KPIs to track productivity driving a 10% improvement in operational performance within the After Sales department.

Acts as an expert on internal ticket system and entire product assortment, serves as the primary point of contact for technical issues and ticket management for team success and as a go-to expert for a range of operational issues.

Identifies and qualifies project milestones and pain points, translating that into clear, actionable feedback and proactively adjusting plans to ensure alignment with organizational objectives.

Product Care Specialist

Provided timely responses to 200+ tickets and client inquiries weekly (via phone, email, and social media) to ensure completion and maintained a 2-day SLA for over 2 years.

Developed and launched the eyewear category within the After Care function, overseeing initial evaluation, ongoing monitoring, and follow-up processes to ensure quality and customer satisfaction.

Discovered inefficiencies within the current project management process, resulting in a 10% decrease in project completion time by optimizing workflow.

Client Service Specialist

Provided customer fulfillment services to approximately 55 clients daily by checking order statuses and assisting with returns, repairs, and escalations.

Assisted VIP customers with navigating the company’s ecommerce platform and website troubleshooting; weekly sale goal of $3000.

PROFESSIONAL SKILLS

Project Management (JIRA), Salesforce Proficiency, Written & Verbal Communication (Microsoft Teams, Slack), Technical Troubleshooting, Training and Development, Microsoft Office Proficiency, Vendor Management, Customer Support, Creating Data Visualization, Basic Spanish, Beginner SQL

EDUCATION

Associates Of Applied Science Fashion Business Management

Fashion Institute of Technology • New York, NY • GPA: 3.67 • 01/2015 - 12/2017

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