Meliza Pena

Oversee the customer service teams training, performance and efficiency • Work alongside all retail and digital accounts to ensure each gets serviced with the highest level of customer service • Handle all escalated customer service online ticket issues • Work closely with sales executives to understand each retail account's specific needs and prepare for any special buying programs • Communicate closely with the warehouse in fulfilling all account's special requirements and ensure all purchase orders are getting prioritized as needed • Coordinate with logistics team to track incoming containers and ensure the arrivals of merchandise aligns with the customer's required ship window • Run weekly reports to ensure pick demands get processed and purchase orders get shipped on time

Provide operational support and service for key wholesale accounts • Support Sales team by overseeing operational aspects of department, catalog, and liquidation, and specialty store accounts • Support operational duties related to Enterprise Resource Planning (ERP), including entering and maintaining orders, research and processing of return authorizations, etc. • Electronic Date Interchange (EDI) responsibilities; review accounts' monthly transmission requirements based on products, events, advertised styles, etc. • Responsible for running daily departmental reports and taking action as needed

Responsible for customer service, staff development, and overseeing workflow and escalating customer needs • Provided department insight related to the customer experience and communicating information to appropriate departments • Served as first point of contact for Account Executives for account management inquiries • Supported Sales Operations (purchase order maintenance, track EDI orders, work with all buyer needs: excel spreadsheets, tickets) • Worked closely with warehouse to track orders and guarantee timely and accurate processing of orders to avoid chargebacks • Ran daily inventory reports • Worked with production team on new product developments • Established plans and strategies to expand the client base per team

Managed several accounts nationwide, as well as in Latin America, while representing multiple lines such as Olivia and Joy, Cynthia Rowley and XOXO Handbags • Worked closely with design and production team in decision making and new sourcing ideas, materials and costs • Collaborated with design team to merchandise market week showrooms and assisted in preparing exclusive market week showrooms • Acquired new accounts, recovered and sustained inactive accounts, and helped to expand business in existing accounts