Wendy Feldman: in Garden City, ID

Vince LLC – Los Angeles, CA 2015 – 2023 Manager - Order Management (November 2017 – 2023) • Assessed and helped resolve customer service challenges and order management issues. • Led wholesale and retail order management activities. • Helped determine staffing needs and approached other teams for interim support. • Built trust within Order Management team and helped coach new customer service staff. • Partnered with IT team to develop OM system improvements. • Developed SOP program for cross training. • Collaborated with sales managers to ensure orders are processed in a timely fashion. Client Service Manager - E-Commerce (August 2015 – November 2017) • Inspired vision of one call, one e-mail resolution. • Fostered an environment of trust, open feedback, and partnership. • Helped leadership assemble top talent to start up a new Client Services Center. • Instrumental in helping leadership align talent to job roles. • Partnered with new hired staff to create our vision, mission, and guiding principles. • Set ground rules for tackling each task and workload distribution. • Helped construct KPIs used to measure the effectiveness of the team in driving revenue through the customer service function. • Trained the team on all platforms used to support service levels.

Direct and lead team of 15, including Allocation Management, Sales order entry, Sales Operations Coordinators to support Major and Independent Accounts. Identified voids in service levels and hiring of key positions. Mentored and trained managers to support team. Focused on improvements to service areas to support company changes and challenges with the diversity of products. Add speed to market to improve the service experience for the customer. Business modifications to ensure the support of the One for One Movement. Support Project management of 3 PL change. Utilized key personnel for implementation and organize the sales support. All hands on deck protocol for user acceptance training, and go live. Set policy and procedure for returns process. Successfully partnered with IT team to engage with web based platform for sales order entry by sales personnel and accounts. Immediate impact to reduce headcount for redundant order entry function. Concentrated effort on personnel condition through coaching and having the staff in the right roles to support their success. Developing and retaining quality personnel through many cultural changes

Lead and direct all day to day operation functions within the contact center to ensure effective quality service delivery to our customers and business partners. Instrumental in departmental restructuring to properly align talent to job roles. Demonstrate passion and enthusiasm for Customers and impact to the organization.

Lead the development of customer service processes, policies and procedures to deliver significantly improved customer satisfaction and sale growth. Partnered with business unit heads, functional leaders and internal department managers including distribution, manufacturing, collections, credit and billing to influence and achieve customer service excellence. Consistently achieved shipping goals, on-time shipping and high fill-rate. Developed scheduling and specific adherence procedures that increased call center efficiency and productivity.

Returned to company to reorganize the Customer Service Department as mandated by the Company’s president, realigning department goals and objectives to improve efficiencies and profits, resulting in record sales numbers. Improved staff development through proactive training and employee development. Improved efficiencies and reduced overtime, resulting in significant cost savings to the organization.