Victoria Allard: Customer Service Manager in Irvine, CA

• Manages a team of customer service representatives within a call center whose duties include: International and domestic dealer services, quality control and inspections, returns, trunk shows, gown on loan, web order maintenance, sales rep support, and production liaison • Continually coaches and mentors employees and developed new call quality standards and call monitoring standards for staff • Runs and manages reports on service levels and representative errors to deliver to CEO weekly • Manages and monitors call volume and staffing needs and hires or removes employees based on service level requirements • Handles all escalations from accounts in a timely and courteous manner while developing long standing relationships with all partners • Works hand in hand with Director of Sales and Director of Operations on all aspects of the business including sales territory mapping, account conflicts, sales representative issues and process improvement • Developed and delivered the traini

Report to the Director of Sales and manage domestic and Latin America accounts, rep agencies, and sales representatives totaling $1.5 million in business Work with marketing, planning, purchasing, and accounting to ensure smooth product launches Increase brand awareness by attending domestic and international tradeshows to seek out future business and further establish relationships with existing accounts Streamline sales process by reducing sales cycle Create Spiffs, monitor MDF, and propose sales initiatives to grow existing business

? While reporting directly to the National Sales Manager my duties include: managing daily sales reports, inventory feeds, sample assortment, as well as web sales and support. ? Assist in management of all outside sales representatives including Sport, Sun Specialty, and Optical specific representatives ? Work directly with accounting and sales representatives to initiate sales programs, discounts, credit holds, open orders, back orders and ensuring all orders are entered into the system properly and shipped on time ? Assist product line director, operations, and marketing to maintain smooth product releases while updating order forms, inventory feeds, and managing inventory control with the distribution center and other regions ? Manage and help create the web sales platform for Arnette.com by maintaining the product selection and order entry ? Assisted in implementing full automation of the Arnette.com site by working directly with IT, Electronic Data Interchange, and vendors to launch the platform ? Manage other direct web platforms such as Promotive.com ensuring sales goals are met including administrative privileges and product assortment management ? Work closely with Electronic Data Interchange, compliance, and key account management to prevent chargebacks as well as other tactical duties to support sales. ? Assist product and training team with sales presentations when needed ? Make outbound sales calls and cold calls to all regions assisting representatives in account maintenance and sales

? Helped support phone representatives who received inbound calls from accounts and consumers during challenging situations ? Organized and compiled data for customer service representatives on a weekly and monthly basis to evaluate and coach performances ? Served as a point of contact to relay pertinent information and updates to the customer service representatives ? Worked directly with Operations, Sales Representatives and Sales Support to follow through with account inquiries and escalations ? Helped Supervisors and Managers with account escalations ? Managed email inbox for sales representative escalations and questions ? Worked directly with the optical lab to help the flow of escalated orders ? Managed the daily work, break, and lunch schedules for a customer service team ? Assisted supervisor with monthly one on one’s, call monitors, and desk sides ? Assisted with optical calls when phone representatives needed support with escalations