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Shopify Plus

Customer Success | Shopify Plus | Wix

Top Management

I am a self-starter with a passion for technology and problem-solving and ready to take on new challenges. I have extensive experience in building and maintaining Shopify and BigCommerce stores and managing websites.

With over a decade of experience in customer service, eCommerce, and retail management, I have developed strong skills in creating and maintaining client relationships, resolving complex issues, and winning customer loyalty. 

I am known for my hands-on approach, always ready to dive in and accomplish any task at hand. I have been referred as a "Swiss Army Knife" for my versatility in seamlessly taking on diverse projects—whether completing them with efficiency or acquiring new skills to ensure successful execution.

• Provided exceptional guest service by warmly welcoming and promptly serving guests.
• Provide top-tier customer service by guiding guests through the Full Swing Golf Pro 2.0 Simulator.
• Demonstrated extensive menu knowledge, memorizing 20+ food items and effectively upselling food and beverages to enhance guest experience.
• Utilize Clover POS system for seamless and accurate order processing, ensuring smooth transactions and quick service.

Server

Laid off due to company restructuring

• Developed and established Newlight Technologies’ customer service department, bringing its three brands together. 
• Implemented a unified helpdesk system (Gorgias) to improve communication across brands, reducing response times by 40% and ensuring smooth customer interactions during the entire lifecycle.
• Established the SOP for the Customer Service Department to define clear expectations and standards for its customer service team.
• Created and managed PDP and PLP data, digital assets, and category directories on Target, Sysco and Syndigo platforms.
• Compiled and analyzed comprehensive weekly KPI reports, based on product sales at Target, consolidating key data onto a unified dashboard for the Chief Commercialization Officer’s review for weekly sales meetings.
• Managed digital ads and campaigns to increase brand awareness, and generate conversations to increase sales through Criteo, Instacart, Meta Ads Manager and affiliate programs for AirCarbon Foodware. Made weekly recommendations on ways to increase sales based on weekly performance data.
• Developed Newlight’s new eCommerce store on Shopify Plus using a headless theme hosted on Webflow. Achieved cost savings of ~$30k by acquiring proficiency in Shopify through self-directed learning.

Customer Success Manager / eCommerce Specialist

• Created and led Privatel’s team of three customer service representatives and 12 service technicians to schedule daily service calls throughout the East Coast.
• Implemented Zendesk to effectively measure, monitor and track customer issues, saving 80% of time and resources from doing it manually.
• Collaborated with the sales team to expand the total number of accounts from 25 TV/Internet/Phone accounts to over 150+ accounts.
• Onboarded new clients from educational institutions and senior living centers after installation of Privatel’s telecommunication services and ensured customer satisfaction moving forward.	
• Led the end-to-end customer lifecycle, from onboarding new clients to providing ongoing support and optimizing product adoption, driving customer satisfaction and long-term partnerships.
• Proactively identified churn risks and mitigated them by developing targeted strategies to address client concerns, improving customer retention and satisfaction.
• Trained all employees on providing technical support for television, internet, and phone issues and created step-by-step instructions for troubleshooting to set CSRs up for success.
• Managed 60+ calls per day, signed up new customers for TV/internet/phone packages and provided technical support via phone and in-person.
• Negotiated costs with vendors to purchase phone/internet modems, DirecTV equipment, and other telecommunication equipment.
• Composed and wrote RFPs for prospective educational institutions for internet and TV services.

Customer Success Manager

• Delivered swift, effective, and precise service in processing teller transactions for all 75K+ members of World Bank. 
• Tactfully suggested appropriate banking products to members such as money management accounts and share certificates. 
• Carefully balanced cash drawer and checks during end-day. Protected company and its members by ensuring security of cash drawers, negotiable instruments, and member information. 
• Improved professionalism of all new account services representatives through training. 
• Selected to become Senior Teller and trained new tellers in best practices regarding banking protocols and customer service.

Account Service Representative

• Merchandised watches, belts, handbags, wallets, and jewelry for Fossil, Michael Kors, DKNY, Diesel, Marc by Marc Jacobs, Skagen, Armani Exchange, Emporio Armani, and Burberry. 
• Organized and maintained merchandise displays in various Macy’s and Lord and Taylor accounts. 
• Confirmed all markdowns, markups, and return to vendor merchandise are correctly completed. Arranged store merchandise racks and displays to advocate and maintain attractive environments. 
• Enabled company product to seller quicker and gain new inventory by negotiating with Merchandising Manager of Macy’s and Lord and Taylor to secure a designated selling position.

Merchandise Coordinator

• Merchandised ladies, men’s, children’s, infants, and accessory departments to maximize sales through attractive setups.
• Set top priorities weekly by vetting daily and weekly store reports. 
• Developed four-week plans and set objectives with Store Management ensuring attainment of deadlines. Maintained current graphics, signage, and associated materials. 
• Awarded Employee of the Month for Sept 2011 for Entrepreneurial Spirit. 
• Coached all new employees on performing job functions related to merchandising the store to improve effectiveness of promotions.

Visual Merchandiser

Christina Brown is a Customer Success at The Golf Bar in Huntington Beach, California.

Christina Brown — Customer Success at The Golf Bar

Christina Brown

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