Customer Service & Operations Professional

Heather Powers

Island Park, NY ***** 516-***-****

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

PROFESSIONAL

SUMMARY

Dedicated Customer Service professional who leans heavy into operational knowledge. Committed to maintaining professional relationships to increase profitability and drive business results, but also has the soft skills to keep the human element. Has the ability to connect with many and understands the need for flexibility in the modern workplace.

HIGHLIGHTS • Customer outreach • Operational improvement

• Team building • Customer service

• Planning and coordination • MS Office

• SAP Literate • EDI experience

• Active listening • Critical thinking

• Data entry

WORK HISTORY CUSTOMER SERVICE EXECUTIVE 11/2022 to CURRENT Puig New York, NY, USA

Manage customer service needs of both the retail and wholesale sides of a niche brand (Byredo)

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• Enter / process / move all POs through the system

• Manage approx. 70 small independent accounts

Review sales reports to enhance sales performance and improve inventory management accuracy

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Participate in weekly volume meeting with my extended team where projected sales numbers and actual sales numbers need to be verified and explained

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• Responsible for troubleshooting EDI errors

SALES OPERATIONS SPECIALIST 04/2015 to 10/2022

Luxottica Port Washington, NY, USA

Managed a high volume portfolio of large national department stores including Nordstrom, Bloomingdale's and Saks Fifth Avenue and Bergdorf Goodman.

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Maintained detailed files and connected with customers daily to understand needs, collect feedback to optimize operations.

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Collaborated with both internal personnel and clientele to improve ship time and fill rate.

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HP

Responded to customer inquiries and delivered appropriate information after carefully researching issues.

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Reviewed sales reports to enhance sales performance and improve inventory management accuracy.

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Participated in weekly volume meeting with my extended team where projected sales numbers and actual sales numbers needed to be verified and explained.

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• Responsible for troubleshooting EDI errors

Evaluated customer account information to assess current issues and determine potential solutions.

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• Reviewed account and service histories to identify trends and issues. SALES OPERATIONS SPECIALIST 01/2011 to 04/2015

Global Brands Group New York, NY, USA

Maintained a varied portfolio of Canadian customers- from large department stores to medium chains to single store operations

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Owned and built specialized business reporting for strategic analysis and internal business review.

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• Checked inventory system to anticipate allocation and delivery needs Communicated directly with all buyers on order status, order maintenance inventory availability and all other portfolio related needs.

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• Managed EDI order flow and resolved any order transmit errors

• Updated GSX catalog with new entries at the beginning of every season

• Attended all market week sales appointments

CUSTOMER SERVICE ASSISTANT SUPERVISOR 10/2007 to 12/2010 Ritani New York, NY, USA

Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.

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Organized effective shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.

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Quickly responded to customers both online and in person to improve company customer service ratings.

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Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.

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Regularly attended trainings and presentations on new products and designs to stay knowledgeable

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• Attended all industry trade shows

EDUCATION AAS Fashion Buying and Merchandising

Nassau Community College, Garden City, NY

PHONE cell, 516-***-****

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