Holly Wood: in Aliso Viejo, CA

- Developed and implemented policies - Led employee training and development - Partnered with the management team to align customer service department policies and systems with the company objectives - Oversaw customer issues and ensured effective and long-term problem resolutions - Monitored programs and procedures to ensure on-time delivery and customer satisfaction - Maintained in-depth working knowledge of company systems and processes - Set performance standards to meet service goals of company - Coached customer service team in order to achieve high performance - Structured the training agenda for department members - Measured customer service reps performance and made employment decisions - Provided feedback to operations team to ensure all customers have accurate and timely information on order status and/or changes - Assisted customer service reps, sales reps, and distributors in trouble shooting orders and issues that required special handling - Responded to customer inquires and problem solving in a professional and effective fashion - Acted as a resource in resolving customer issues brought to the department by utilizing company processes, negotiating and selling skills

- Handled customer service for key accounts such as: Nordstrom, Macys, Pac Sun, Zumiez, CCS, Nexcom, Zappos, Eastbay, Bob’s Stores, and Ross - Managed the life cycle of key accounts from order entry to delivery and special make-up requests - Oversaw vendor compliance including communication with internal logistics and production departments to coordinate specific customer requirements such as pre-ticketing, carton labeling, and ASN approvals to prevent chargebacks - Maintained daily communication with buyers regarding revisions, samples, shipping status, ATS inquiry, reorders, and all other inquiries