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Customer Success Manager

Top Management

I am a self-starter with a passion for technology and problem-solving and ready to take on new challenges. I have extensive experience in building and maintaining Shopify and BigCommerce stores and managing websites.

With over a decade of experience in customer service, eCommerce, and retail management, I have developed strong skills in creating and maintaining client relationships, resolving complex issues, and winning customer loyalty. 

I am known for my hands-on approach, always ready to dive in and accomplish any task at hand. I have been referred as a "Swiss Army Knife" for my versatility in seamlessly taking on diverse projects—whether completing them with efficiency or acquiring new skills to ensure successful execution.

• Create a positive guest experience by teaching how to use the Full Swing Golf Pro 2.0 Simulator.
• Provide excellent customer service by greeting and seating guests, taking orders accurately and cleaning their golf clubs.
• Deliver food and beverages to tables, ensuring timely and efficient service.
• Utilize Clover POS system for order processing.
• Maintain a clean and organized dining and service area, adhering to health and safety standards.
• Upsell food and drink recommendations to enhance guest experiences.

Server

Laid off due to company restructuring
• Developed and established Newlight Technologies’ customer service department, bringing its three brands (AirCarbon, Restore Foodware & Covalent Fashion) together.
• Implemented a new customer service helpdesk (Gorgias) to consolidate and streamline incoming emails and social media from all three brands onto one dashboard, saving 40% in time and resources.
• Established the Standard Operating Procedures (SOP) for the Customer Service Department to define clear expectations and standards for its customer service team.
• Created and managed PDP and PLP data, digital assets, and category directories on Target, Sysco and Syndigo platforms.
• Managed Newlight’s AirCarbon Foodware product launches into Target, Gelson’s, and major food distributors such as Sysco, US Foods, PFG and Shamrock Foods.
• Compiled and analyzed comprehensive weekly KPI reports, based on product sales at Target, consolidating key data onto a unified dashboard for the Chief Commercialization Officer’s review for weekly sales meetings.
• Managed digital ads and campaigns to increase brand awareness, and generate conversations to increase sales through Criteo, Instacart, Meta Ads Manager and affiliate programs for AirCarbon Foodware. Made weekly recommendations to the Director of Marketing on ways to increase sales based on weekly performance data. • Took on the responsibility of overseeing the existing eCommerce store on BigCommerce while spearheading the creation of a new store on Shopify Plus for Newlight’s rebrand.
• Developed Newlight’s new eCommerce store on Shopify Plus using a headless theme hosted on Webflow. Achieved cost savings of ~$30k by acquiring proficiency in Shopify through self-directed learning.
• Independently acquired the skills in HTML/CSS/JavaScript to manage Newlight’s three brand websites, resulting in significant cost savings rather than hiring a freelance web designer.

Customer Success Manager / eCommerce Specialist

• Created and led Privatel’s team of three customer service representatives and 12 service technicians to schedule daily service calls throughout the East Coast.
• Implemented a new customer service engagement software (Zendesk) to effectively measure, monitor and track customer issues, saving 80% in time and resources from doing this manually.
• Worked with the sales team to expand the total number of accounts from 25 TV/Internet/Phone accounts to over 150+ accounts.
• Developed trusting relationships with Administrators and Sales Directors of 18 senior living centers and their residents for Privatel’s services and owned these accounts.
• Onboarded new clients from their respective business (educational institutions and senior living centers) after installation of Privatel’s telecommunication services and ensured customer satisfaction moving forward.
• Trained all employees on providing technical support for television, internet, and phone issues and created step-by-step instructions for troubleshooting to set CSRs up for success.
• Managed 60+ calls per day, signed up new customers for TV/internet/phone packages and provided technical support via phone and in-person.
• Negotiated costs with vendors to purchase phone/internet modems, DirecTV equipment, and other telecommunication equipment.
• Composed and wrote RFPs for prospective educational institutions for internet and TV services.

Delivered swift, effective, and precise service in processing teller transactions for all 75K+ members of World Bank. Tactfully suggest appropriate banking products to members such as money management accounts and share certificates. Carefully balanced cash drawer and checks during end-day. Protected company and its members by ensuring security of cash drawers, negotiable instruments, and member information. 

• Improved professionalism of all new account services representatives through training. 
• Selected to become Senior Teller and trained new tellers in best practices regarding banking protocols and customer service.

Account Service Representative

Merchandised watches, belts, handbags, wallets, and jewelry for Fossil, Michael Kors, DKNY, Diesel, Marc by Marc Jacobs, Skagen, Armani Exchange, Emporio Armani, and Burberry. Organized and maintained merchandise displays in various Macy’s accounts. Confirmed all markdowns, markups, and return to vendor merchandise are correctly completed. Arranged store merchandise racks and displays to advocate and maintain attractive environments. 

• Enabled company product to seller quicker and gain new inventory by negotiating with Merchandising Manager of Macy’s to secure a designated selling position.

Merchandise Coordinator

Merchandised ladies, men’s, children’s, infants, and accessory departments to maximize sales through attractive setups. Set top urgencies weekly by vetting daily and weekly store reports. Developed four-week plans and set objectives with Store Management Team ensuring attainment of deadlines. Maintained current graphics, signage, and associated materials. 

• Awarded Employee of the Month for Sept 2011 for Entrepreneurial Spirit. 
• Coached all new employees on performing job functions related to merchandising the store to improve effectiveness of promotions.

Visual Merchandiser

Find out detailed information about Christina Brown, Customer Success Manager in Huntington Beach, California

Christina Brown: Customer Success Manager in Huntington Beach, California

Christina Brown

Virginia Commonwealth University