E-Commerce Customer Relations

LARA KAY

Ellicott City, MD *****

410-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

Customer-focused professional with 20+ years of experience in customer relations, product education, and operational excellence. Adept at resolving customer inquiries, optimizing client experiences, and driving brand engagement through strong communication and problem-solving skills. Skilled in e-commerce platforms, CRM tools, and process improvements to enhance customer satisfaction and business growth. Passionate about delivering seamless service and building long-term client relationships through empathy, expertise, and strategic execution.

SKILLS

• Customer Support & Issue Resolution • Product Education & Customer Training

• Client Relationship Management • Customer Experience Optimization

• Cross-Functional Team Leadership • Conflict Resolution & Problem-Solving

• E-Commerce & Order Fulfillment • Supply Chain & Inventory Control

• Process Improvement & Workflow Optimization • Project Management & Organizational Development

• Strategic Planning & Execution • Digital Marketing & Brand Growth E-Commerce Platforms & SaaS Tools (BigCommerce, Shopify, PayPal EPOS, Square)

• CRM & Customer Engagement Tools (HubSpot, Monday.com, Agile, Zendesk)

•

WORK HISTORY

CUSTOMER RELATIONS & PRODUCT EDUCATION MANAGER 06/2015 to Current 4Mundo Eco Vegan Haircare - Owings Mills, MD

Provided in-depth customer education on eco-vegan hair care, ingredients, and product benefits, ensuring customer confidence and satisfaction.

•

Resolved customer concerns and provided post-sale support, addressing product inquiries, shipping issues, and troubleshooting usage concerns.

•

• Managed order fulfillment and direct-to-consumer sales, ensuring timely and accurate product delivery.

• Developed and executed marketing strategies, improving customer engagement and increasing brand awareness.

• Collaborated with salons, spas, and retailers to expand the brand and provide professional product training.

• Handled customer communication via phone, email, and online channels, strengthening customer loyalty and retention. CLIENT RELATIONS & PRODUCT DEVELOPMENT MANAGER 11/2009 to 05/2015 Mundo Botanica Custom Formulation & Manufacturing - Baltimore, MD

• Collaborated closely with clients (salons, spas, and private brands) to create custom formulations tailored to their needs. Developed and manufactured organic personal care products, ensuring compliance with clean beauty standards and customer specifications.

•

Guided customers through product development, from ingredient selection to packaging design, ensuring a high-quality final product.

•

• Provided expert consultations on ingredients and product efficacy, educating clients on organic formulation and market positioning.

• Worked directly with customers to resolve product concerns, troubleshoot formulations, and ensure satisfaction.

• Managed order fulfillment, customer inquiries, and post-sale support, ensuring a seamless B2B and B2C customer experience. CUSTOMER RELATIONS & E-COMMERCE MANAGER 06/2001 to 10/2009 Grrroom Dog Canine Aromtherapy Products - Guttenburg, NJ

• Managed all customer interactions, ensuring a seamless online shopping experience from inquiry to post-purchase support. Built and managed the company's online store, handling web development, payment processing, and customer service for thousands of clients.

•

• Provided expert guidance and product recommendations to customers, fostering strong relationships and high retention rates. Organized and participated in trade shows, delivering product demonstrations and engaging with customers to drive sales and brand loyalty.

•

Developed international partnerships, successfully exporting products to Japan while managing logistics, compliance, and customer expectations.

•

• Handled escalated customer concerns, resolving issues related to product satisfaction, shipping logistics, and order processing. EDUCATION

University of Maryland Global Campus - Hyattsville, MD Bachelor of Science Psychology (In Progress)

Contact this candidate