Fashion

Lifestyle

Outdoor

Surf

Swim

Senior Manager Client Services

Service and Hospitality

To obtain a career in a professional environment that shows my education,experience and background in retail, sales, management and corporate merchandising.

*	$500M luxury re-commerce company that specializes in attainable luxury handbags and accessories.
*	Oversee FASHIONPHILE's Call Center, Personal Shopping Assistants and Fraud Analysts with 3 separate locations, totaling 36 employees across the U.S.
*	Create a positive workplace and culture, congruent with the company's goals by supporting my team with an open door policy, conduct 1:1's bi-weekly, encourage teamwork, collaboration along with fostering career growth and opportunities.
*	Collaborates with other divisions to ensure streamlined connections, operational flows and customer experience is being met. Evaluate staff performance against expectations.
*	Partners with cross functional teams including Tech, Marketing, Human Resources, Finance, and Operations to support and solve technical issues, feature requests, streamlining customers experience and maintain customer retention.
*	Implement department SOP's, policies, procedures and service standards while providing one call resolutions.
*	Maintain a high level of customer satisfaction with a net promoter score of 80% or higher.
*	Created and managed KPI's, quality assurance methods to monitor agent performance resulting in higher quality correspondence through RingCentral and Salesforce.
*	Resolve escalated issues or complaints daily as needed.
*	Address customer complaints via BBB, Qualtrics, social media, and Yelp.
*	Assist in project management by giving program managers step by step guidance to ensure successful implementation.
*	Responsible for employee retention, onboarding new hires, performance evaluations, succession plans, appraisals, schedules and administration policies.
*	Support and administer new hire trainings, cross training and host departmental trainings monthly to ensure alignment with company goals.

SENIOR MANAGER OF CLIENT SERVICES

*	$4M store known for sustainable denim and leading the way for their timeless pieces.
*	Store Director manages three assistants including operations manager, training manager, visual merchandising manager, totaling 20 employees.
*	Delivering excellent customer service by greeting, assisting and aiding in escalation cases.
*	Driving sales results to achieve daily, monthly, and yearly goals. Managing P&L reports, payroll, employee compensation and implementing standardized policies given and are met.
*	Partners with outside vendors and small businesses creating brand awareness, increased monthly sales volume and repeat customers.
*	Standardized the sales floor monthly to adhere to sales changes and ensure curb appeal to drive customer satisfaction.
*	Lead, encouraged and coached the team with service standards, styling tips and personalized connections.
*	Support and administer new hire trainings, cross training, schedules, and performance reviews.

STORE DIRECTOR

*	$2.2M department with an increase of 14% year over year.
*	Planned successful department events and focus days to build business relationships, develop and maintain strong client retention.
*	Responsible for daily, monthly, and yearly deadlines and financial goals.
*	Guaranteed daily and pay period goals are set to the team and met during store-wide sales events.
*	Manage and sustain inventory levels. Communicate with buyers regarding products needed and high-volume selling items.
*	Creatively merchandised the sales floor everyday for a strong visual appearance.
*	Responsible for interviewing, onboarding, exit strategy, and training new hires. Provide performance-based reviews, write team schedules and succession plans.

MANAGER

*	Southern California Manager in charge of the Women's Active Department with 12 stores within the region. Communicated with buyers and other department managers to review their monthly outlook and guarantee interdepartmental goals.
*	Managed and advised department managers on data trends to ensure their business ran effectively.
*	Managed inventory levels to ensure customer demands were met depending on each location.
*	Lead, encouraged and coached the team with service standards, styling tips and personalized connections.
*	Fielded any questions, issues, or concerns from all locations.

INTERIM REGIONAL MANAGER

Find out detailed information about Jessica Christie, Senior Manager Client Services in Escondido, California

Jessica Christie: Senior Manager Client Services in Escondido, California

Jessica Christie

FASHIONPHILE

MADEWELL

WOMENS ACTIVE

NORDSTROM

CAL STATE