Meliza Pena
DIRECTOR OF CUSTOMER SERVICE · Excell / Croscill / Glenoit
Work Experience
DIRECTOR OF CUSTOMER SERVICE
Excell / Croscill / Glenoit2020 – Present
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
SALES OPERATIONS ASSOCIATE
Eileen Fisher2020 – 2020
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
CUSTOMER SERVICE MANAGER
PPI Apparel Group2015 – 2019
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
JUNIOR ACCOUNT EXECUTIVE
Accessory Exchange, LLC2011 – 2014
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
Education
Bachelor Degree in Communications Arts
St. Johns University2007
Bachelor Degree in Communications Arts
