Customer Service & Returns Specialist

Subhanga Gautam

**** ***** ***, **** *****, TX **179

**************@*****.***

PROFESSIONAL EXPERIENCE

Richemont North America – Fort Worth, TX

Customer Coordinator March 2022 – Present

●Managed all aspects of the returns process for a high-end luxury brand, ensuring timely and accurate processing of customer returns and exchanges.

●Utilized SAP for transaction processing, ensuring all returns, credits, and adjustments were accurately reflected in the system.

●Communicated with customers to resolve issues related to returns, providing exceptional service to maintain brand reputation.

●Collaborated with management to identify and resolve customer service and operational challenges, improving the overall returns process.

●Reconciled discrepancies between physical returns and financial reports, working closely with the finance department to ensure accurate financial reporting.

●Provided regular updates to senior management on return trends, discrepancies, and corrective actions taken.

●Worked closely with the warehouse team to ensure returns were handled efficiently and in accordance with company policies.

●Generated detailed reports for the finance department, ensuring accurate tracking of return transactions and inventory adjustments.

MontBlanc – Fort Worth, TX

Customer Administrator March 2022 – May 2022

●Managed luxury brand after-sales email box and customer communications.

●Handled inbound calls from boutiques and provided support as needed, ensuring resolution of inquiries.

●Delivered first-contact resolution, building lasting relationships with customers.

●Generated detailed reports for customers, contractors, and management through internal systems, ensuring the accuracy and timeliness of data.

Bender’s Grocery & Grill – Fort Worth, TX

Retail Store Manager April 2017 – December 2020

●Led sales operations, fostering an engaging and interactive environment for both customers and associates.

●Directed and supervised daily activities of management, sales, and stock teams, ensuring smooth store operations.

●Ensured high levels of customer satisfaction through excellent service and adherence to store policies.

●Managed store administration, including inventory, visual merchandising, and compliance with company standards.

●Led the execution of company initiatives to exceed sales and profitability goals.

●Conducted personnel performance appraisals to assess training needs, build career paths, and maintain team morale.

●Handled customer and staff complaints and grievances, resolving issues efficiently.

SKILLS

●SAP: Working knowledge of SAP for transaction processing, returns management, and financial reporting.

●Microsoft Office: Proficient in Microsoft Excel (pivot tables, data analysis), Word, Outlook, and Teams.

●Customer Service: Strong communication and interpersonal skills with a focus on customer satisfaction and relationship-building.

●Reporting: Experience generating detailed and accurate reports for customers, management, and financial teams.

●Problem-Solving: Excellent at identifying and resolving discrepancies and operational challenges.

●Time Management: Efficient at managing multiple tasks, deadlines, and high-volume workflows.

●Leadership: Proven ability to lead and motivate teams while fostering a positive work environment.

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