Jessica Christie: Senior Manager Client Services in Escondido, California

* $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.

* $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.

* $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.