Outdoor

Skate

Snow

Surf

Health & Fitness

Customer Service Lead

Customer Service & Support

Sales and customer service pro.  Well rounded, experienced and a "go getter"


Provide exemplary customer service, both over the phone, through virtual chat and e-mail. Analyze consumer trends to mitigate returns and increase revenue.  Researched and implemented a return structure to reduce negative Amazon reviews. Work closely with the e-commerce manager to analyze return data and add key specifications to the site in order to increase sales and reduce returns.  All of this has reduced the return rate by 7%. 

•	Provide outstanding customer service and technical support by managing up to 60 inbound calls, responding to live chats, e-mails and questions on the Amazon platform.  This has contributed to a 40% growth in sales over the last year.
•	Process Amazon returns in a timely manner to decrease A to Z claims by 37%.  This has helped to reduce the number of negative reviews which have had an adverse effect on our Amazon presence.  
•	Initiated a change in the processing and handling of replacement parts.  This resulted in a reduction of small package freight costs by 20%. 
•	Work with the development team to translate consumer feedback into action.  Improved product specifications, made unique attributes more visible and highlighted the function of it for better understanding various e-comm platforms.



Organized and launched the business from the ground up.  Formed an LLC, and organized all documentation, the tax information, EDD filings and Health Department permitting.  Built my restaurant space, by converting a shipping container into a fast casual dining experience.  Developed company branding and menu; hired staff; installed the POS system; performed bookkeeping and payroll; and dealt with staffing issues and scheduling.  Involved in daily food preparation, maintained an A rating from the Health Department Standards and interfaced with customers as owner and operator. 
I worked closely with the investors of the food hall to build and bring the entire food hall to completion. 

•	Interviewed, hired, trained and instilled the vision and company ethos in the staff.  The end product was a cohesive, singularly focused team that produced a fantastic experience both in the work place and for our guests.
•	Provided leadership and guidance to the team.
•	Developed and implemented marketing initiatives to grow the businesses.
•	Created and maintained a social media presence.
•	Ran, maintained payroll and time cards.
•	Ensured that food was properly handled according to health and safety requirements.
•	Prepared food and goods on a daily basis to ensure quality was delivered to our customers.
•	Proactively communicated and implemented marketing initiatives to grow the business.
•	Managed inventory so that we were always stocked and rotated on a FIFO system.
•	Developed systems for safety and optimized productivity.
•	Setup vendors, also paid all invoice and captured the data for my accountant.
•	Worked from open to close everyday to make the business a success by providing outstanding customer service, producing quality food, maintaining a clean and sanitary environment.
•	Dealt with all aspects that made the business functions and delivered an awesome experience.


Owner


Worked with Sales Director to grown and accomplish a three-million-dollar sales target, for this licensed brand.  Lead the sales team for the US and Canadian territory.  Oversaw a team of 13 independent sales representatives who serviced over 200 accounts.  Focused on increasing the bottom line and developing relationships with key accounts and retailers within the territory.  

•	Collaborated with ABC leadership team to develop the national business plan for the US and Canadian markets, to ensure that Arbor attains its sales goals of 3 million dollars and a 33% margin on goods.  This was achieved by creating monthly sales goals by territory and focusing on key account growth.
•	Traveled with, educated, trained and coached Territory Sales Reps to insure that the accounts were well serviced, marketing initiatives were implemented and sales incentives were offered.  This resulted in increased account penetration and laid the foundation for attaining sales goals.
•	Lead the Arbor in-house customer service team to deliver timely and excellent customer service.
•	Ratified SKU count and shared design ideas with the Global Design Team to ensure the brand reflected the market demands, trends and ensured that there was not an over proliferation of SKU’s.


National Sales Manager

Sales Director

Managed a six-million-dollar sales budget and executed sales programs throughout the US and Canadian territories. Worked closely with the Marketing, Sales and Design Team to optimize product development and capture market share. Attended tradeshows and demos to promote the brand, met with key accounts and travelled with Sales Representative team members in their territory. 

•	Provided updates on accounts, advertising/marketing, sales and product forecasts, customer, meetings, market state and competitive set to the parent company on a weekly basis
•	Promoted and sold all Boardworks, licensed brands, product categories to Surf and SUP specialty, paddle sports, outdoor specialty, chain specialty, livery operators and other related channels of distribution within US and Canada.  This increased penetration in key territories and drove sales in a very saturated market, where competitors were suffering and going out of business. 
•	Built and maintained lasting relationships with account senior level management like REI, Scheels, LLbean and West Marine, through constant contact via phone, in person or via e-mail.  These relationships opened the doors to create SMU products that turned into a two-million-dollar revenue stream.
•	Collaborated with sales representative and visited core accounts, to foster great relationships and understand the competitive landscape.  This allowed me to understand the needs and was able to form sales programs that produced incremental growth and maximize sales in their territories.  It was also an avenue to get rid of older inventory. 
•	Managed Customer Service, to ensure that orders were processed and shipped in a timely manner.  The efficiency gave us the ability to get to the retail floor sooner and maximized our selling season and product turns. 


Sales Director

Responsibilities 
•	Work Closely with Rep Teams inside of assigned territory to ensure focus and attention for the brand at all levels 
of retail 
•	Drive sales both thru Rep Teams and direct for XSories in Core, CE, Outdoor, Photo, Specialty and Sporting Good channels 
•	Establish and elevate the XSories brand by marketing with key accounts and being involved in all key events in 
territory  
•	Provide Design and strategic development feedback from the rep and retail level
•	 Identify and execute on new channels of distribution in territory 
•	Provide exceptional customer service and follow up. 
•	Take care of account needs for all XSories accounts in said territory: training, merchandising, assortment planning, advertising support, and store ambassadors, while managing a positive relationship with all accounts in the territory 
•	Attend trade shows and deal with any and all customer service issue, sales reps needs, trade shows, data entry, order processing, prebooks, sales reports.

Key Accounts Manager

Andrew Valentine is a Customer Service Lead at MantelMount in Carlsbad, CA. View their experience, skills and work history on Malakye — the professional…

Andrew Valentine — Customer Service Lead at MantelMount

Andrew Valentine

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