Victoria Hebner

Manage multiple email accounts & live chat messages Resolve an average of 500 inquiries weekly via email & phone on B2C & B2B sides Ensure the company wins stellar customer service ratings Manage company-wide patterns & provided input on improving internal processes in order to increase customer satisfaction & monetization Main resolution contact for any issue regarding customer service, inventory, purchases, invoices, issues, etc. Facilitate company-wide purchase orders for B2C & B2B (payments, invoices, returns, customer service questions, etc.) Produce reports/spreadsheets for all inventory & purchase orders for B2B side of the business Fulfill & ship orders on a daily basis Onboard new affiliates & manage monthly payouts

Address all customer service emails in a timely fashion Manage upset customers, conflicts, & challenging situations Achieve a customer satisfaction rating of 98% Inform key company members of customer feedback & assist in workflow improvement Ensure customers needs are satisfied & exceded Manage all orders in WordPress & with vendors in Netsuite Input tracking information in backend of website & internal company tracking spreadsheets

Conceptualize, execute, & facilitate the creation of the salon from the ground up Build relationships with customers to ensure their loyalty Deal with & resolve all customer concerns & issues in the most efficient way possible to ensure satisfaction Serve 300+ customers & manage 3+ employees Generate financial reports & check all data for accuracy Run entire facility + hire, fire & train employees to help maintain a well-functioning establishment Order & manage inventory, books & payroll Run day-to-day operations of the business