New York, New York, United States
Empathetic & customer obsessed. I love solving big problems, advocating for change, and turning customer feedback into innovation.
• Collaborated with cross-functional partners in Engineering, Product Development, Marketing, & Supply Chain, flagging trends and strategizing to improve processes – passionately advocating on behalf of customer feedback • Provided highly personalized support to customers via phone, email, chat & SMS re. subscription management, order placement, product info; resulting in lucrative and loyal relationships, retention & increased subscribers • Consistently met all productivity goals and exceeded expectations for quality and customer satisfaction
• Resolved high volume of diverse messages per day, including return/exchange requests, product questions, and complex personal inquiries ranging from sizing and styles to sustainability and healthy environmental practices • Consistently received 5-star reviews on customer surveys; noted friendly, inclusive, and knowledgeable • Identified trends & customer pain points in real time, collaborating cross-functionally to resolve issues and improve processes • Led initiative to track social media feedback to gain further insight into customer mindset on product launches, changes in company policy, overall satisfaction; created documentation to learn from and improve experience
• Collaborated and strategized directly with CEO & Founder on improving Social, Site, and CX approach • Supervised community outreach via Instagram with focus on building brand relationships and customer retention, communicating with customers resulting in dozens of 5-star product reviews
• Empowered customers to find voice through beauty by offering product advice and application demonstrations • Curated a positive on-brand atmosphere in busy NYC flagship store serving ~2000 customers daily • Maintained expert knowledge on extensive catalogue of product information including ingredients and formula, proper usage and benefits, application and care; all paired with individual approach to customers’ needs