Kimberly Mazza: Senior Customer Service Manager @ Bollé Brands | Customer Service Expert in San Marcos, California

Lead the customer service team of supervisors and associates of our Wholesale, Consumer, RX and Safety Divisions. The team addresses the problems or concerns of our customers, sales representatives and business owners. Create and Implement Customer Service policy recommendations that align with the strategic direction of the brand. Oversee day to day activities of department function, including providing input for budgeting and strategic planning. Create a unified Customer Service team through effective communication, team building, motivation and recognition. Develop and document procedures to improve response times and customer satisfaction, and review/refine them on a regular basis. Identify and implement process improvements in Customer Service. Work with other departments on improvement projects in their areas that encourage cross-functional efficiencies. Provide back-up assistance to sales support and warranty processing. Work with shipping department to resolve shipment issues and ensure orders are shipped correctly and on time. Assess and fulfill the training needs of the Customer Service team. Handle the more complex customer issues as well as escalated customer calls as needed.

Oversee day to day activities of department function, including providing input for budgeting and strategic planning. • Provide leadership and guidance for the team o Build a diverse, well-balanced team with the right talent/skills to increase overall effectiveness. o Foster open communication, respect & recognition. • Effectively supervise employees (including but not limited to hiring, coaching, disciplining, and evaluating). o Clarify expectations and hold employees accountable for achieving results. o Provide on-going and timely feedback and coaching to lead employees on a path toward success o Complete goal setting and performance evaluations for employees on time. • Establish or refine internal processes and procedures with the goal to increase efficiencies within the department, and to increase customer satisfaction levels. • Provide and Maintain high client service levels, by ensuring Client Services department are addressing all requests in a timely matter by efficiently submitting/processing sales order entry. Effectively handle and resolve complex customer complaints. Collect and analyze all relevant information to improve how inquiries and complaints are addressed. • Maintain various excel reports for client order and compliance management, support to all affiliate accounts,and return order management. • Communicate EDI requirements and needs to IT or through 3rd party vendor. • Responsible for continually expanding Client Services knowledge on product training (across all business lines),product specific uses, and supplier circumstances. • Manage any backorders, credit holds, communicating inventory discrepancies, chargebacks, and open order management reports. • Implement policy changes that could lower company warranty expenses, increase efficiencies and/or overall customer satisfaction, in line with individual business line objectives. • Generate Key Performance indicators (KPIs) reports, to ensure overall company’s operational achievements.

As the Senior Client Service Administrator, I provide relationship management as well as compliance and client services to my team. I work closely with the Chief Compliance Officer to ensure that the firm and its employees stay compliant with the SEC and FINRA's rules and regulations. Additionally, I work with Charles Schwab to set up client accounts, Orion to process billing and audit client accounts, and National Compliance Services for compliance needs. I am also responsible for creating the firm's policies & procedures and ensure they're implemented and followed. _______ Securities offered through M.S. Howells & Co. Member FINRA/SIPC. Advisory services offered through Koa Wealth Management. M.S. Howells & Co. is not affiliated with Koa Wealth Management. Koa Wealth Management, LLC is a registered investment advisor. Please visit our website for important disclosures: http://www.koawealth.com/disclosure/.

Data Synchronization- Establishing data consistency between two or more databases

Global Sales Analysis-Rolling Forecasts, Funnel reviews,etc Meet with department supervisors to determine progress and keep apprised of all changes in departmental schedules. Ensures that materials are available in the supply chain and that inventory is maintained at acceptable levels Monitor and adjust master schedule based on production and sales performance Analyze customer orders, market forecasts, and trend analysis to determine shipping and inventory needs Resolve problems plus enhance improvements associated with inventory flow plus production control Identify and escalate potential shortage issues Identify materials with no further use, recommend disposition. Interface with the Logistics team to help ensure on-time delivery Monitor the Sales and Operations Planning process Publish and perform root cause analyses on key metrics including Customer Service Level, Actual vs. Scheduled Productions and Master Schedule Stability Manage frame contract demand for US entity; work in collaboration with Global Supply Chain Support New Product Introduction and coordinate new product sample allocation Strive for overall order-book integrity. Provide support for 7+ key account managers Developed several inside sales processes. (Demo Inventory, Credit Card Process, Dist Reg Process) System implementation, process, impacts & roll outs within sales and distribution. Training new Account Managers on the ERP/CRM systems Maintain & combine multiple spreadsheets used for Sales Forecast CRM Management Weekly Sales & Operations meetings with Directors Creation of presentations for misc. departments Investigate and resolve any sales order or invoice discrepancies. Monitoring and training ISA team members on new & existing processes. Daily/weekly reports to inform key account managers on status of orders Coordinating with subsidiaries on issues regarding customer shipments Customer loaner database management RMA management QA-revenue impacts, customer supplier surveys.

Enter customers’ orders into SAP Running daily reports to support sales Communicate with sales managers regarding sales orders changes and delivery status. Customer Master Data Maintained & combined multiple spreadsheets used for Sales Forecast Assisted the GM & FM with required office & management tasks. AR/AP Collections/Dunning HR duties- Assisted with the on-boarding process for new hires Reconciliation of Credit Cards & Bank Statements Maintained Credit Database ERP Sales Tax management Multi-Line phones Assisted in the transition from Quickbooks to SAP Create & update company templates. Office supply purchasing

Developed & maintained multiple spreadsheets for management Data entry of air samples Maintained online database for Customer Access Accounts Receivable/Accounts Payable Credit Card & Bank Reconciliation Created Invoices Created & maintained proposals for Clients Ensured accuracy of Quickbooks information Permit applications with the SCAQMD Preserved Technicians Training Documents Processed SBA Certifications Created & Maintained Delta/Shell Training Logs Network folder trees (Paperless Filing) "End of Month” billing & billing summaries.

Receiving & inspection all glass deliveries to ensure quality standards Prepare estimates & invoices Maintained QuickBooks Accounts and ensure accuracy of Quickbooks information Accounts Payable & Receivables Scheduling of all Installations & Estimates Purchasing of all inventory for the Shop & Office- including custom orders/designs Maintained relationships with vendors to keep our costs down