ANTONELLA DE ROSE
Metuchen,NJ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Years of work experience in both Canada and the US, in fields such as fashion, retail sales, manufacturing/wholesale, medical office management, education, non-profit outreach, marketing, distribution center, E-commerce and hospitality. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
27
27
years of professional experience
Work History
E-Commerce Customer Experience Specialist
Europerfumes
12.2020 - 09.2023
- Provide customer service for 9 niche perfume brands via e-mail, SMS and phone
- Apply critical thinking to all situations
- Place, adjust and create customer orders as necessary
- Liaise with warehouse, and shipping carriers to resolve any order or stock issues
- Issue all refunds in Shopify and create credit memos in Peachtree
- Track stock availability through SKU inventory for each brand
- Resolve all quality assurance and shipping issues
- Responsible for promotional code creation and testing on Shopify
- Ensure site front end UX quality & accuracy for all nine brands - photography, product information and other content is accurate and up to date
- Assist with site testing, and troubleshooting
- Ensure cross functionality with marketing and operations team for all promotional emails, and SMS campaigns, as well as updates when needed
- Engage customers on FB, IG and SMS for all brands and respond to questions pertaining to products, promotions, issues, and orders
- Participate in semi-weekly meetings with entire team for updates on upcoming marketing projects, company plans, and new product launches
- Provide feedback/suggestions to improve customer service practices
- Platforms used: Zendesk, Webex, Peachtree, Groove Packer, Remote desktop, Prestashop, Shopify, Klaviyo, IG, Facebook, Google sheets, Hootsuite, Attentive.
Food Demo Specialist/Hostess/Catering Assistant
Loi Estiatorio/Loi Dips, site
10.2017 - 09.2019
- Prepare and pack demo bags, drive to various Whole Foods locations in NJ and NYC, set up and do food demos. Increased sales by 10%.
- Set up presentation of table with marketing, business cards, and dips for customers to try, direct them to product in store, give them recipe recommendations on how to best use of dips, give them ingredient information, answer any questions pertaining to products or restaurant/chef
- Help at restaurant with catering and special functions.
- Hostess, waitress, food prep, food arrangement and presentation.
Team Lead for Canadian Customer Service
UNIQLO
08.2018 - 07.2019
- Oversee management of Canadian call center customer service team
- Establish clear, effective and acceptable unscripted responses for Call Center team when communicating with customers
- Encourage, coach, and motivate team while ensuring daily operations and quality goals are met
- Handle 50% of calls from French customers
- Respond to customer inquiries and complaints and manage call escalations to Sr. Manager.
- Level
- Monitor calls to ensure quality assurance of service and support
- Update team on new online sales/deals/promotions of week/month
- Strive for first call resolution
- Cooperate with Fulfillments centers in Toronto and UNIQLO stores across Canada for items to be picked and delivered to customers in timely manner
- Use CRM (salesforce.com) to accurately record interactions and better support customers
- Rectify customer errors, for Canadian market, whatever that may be, and ensure customer retention
- Enter daily reports regarding customer issues to be handled for management in Toronto.
Substitute Teacher
Edison School Board
04.2013 - 06.2014
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
Freelance Marketing Assistant
MASSMEDIAJOBS
01.2009 - 08.2011
- Create and manage email marketing
- Create press kits
- Write Press Releases
- Create copywriting campaigns for clients
- Create ad descriptions and web content for clients
- Follow up on all email client requests
- Assist in creation and execution of all Social Media marketing campaigns to promote services and recruit new leads/clients.
- Contributed to weekly team meetings, brainstorming sessions and staff appraisals.
- Maintained documentation, detailing assignments, in-progress work and completed project milestones.
- Proofread marketing collateral ahead of printing to eliminate errors.
Administrative Assistant
CLERI Models
01.2009 - 10.2009
- Greet potential new models, comp cards, model info, go sees, phone calls, filing, billing, etc.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Created and maintained databases to track and record customer data.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Established administrative work procedures to track staff's daily tasks.
Coordinator
The Songs of Love Foundation
10.2006 - 10.2008
- Reach out to hospitals across the US & Canada to promote our free services for critically and terminally ill children
- Handle song request phone calls and follow-ups
- Open, sort and distribute incoming correspondence, including faxes and e-mail
- Communicate with Parents, Child Specialists, Nurses, Art Therapists, Music Therapists, and Teachers to promote our services
- Edit lyrics for French, Italian, English and Greek songs
- Organize and make all travel arrangements for the Foundation's President and team
- Prepare for crowd participation events held at various venues across the us
- Create and issue Press Releases and email blasts
- Take part in conferences across the country to promote our services to hospices, hospitals, clinics, social workers, and child psychologists.
Office Manager
UNITED DENTAL ASSOCIATES
05.2002 - 10.2007
- Greet patients, answer phone calls, and schedule appointments, verify insurance, obtain pre-authorizations, EOB, collect payments, review payment options, and communicate treatment plans to patients
- Design, implement and establish all office standards and procedures
- Follow up on all aspects related to insurance payments and collections
- Liaise with other medical offices, hospitals and legal offices
- Schedule surgical patients at Mount Sinai Hospital (NYC)
- Prepare patients for surgery by giving them pre-operative instructions and post-operative medical care instructions
- Deal with patient pharmacy prescriptions as required
- Update organizational memberships
- Created, maintained and updated filing systems for paper and electronic documents
- Coordinated special projects and managed schedules
Waitress/Bartender
11.2001 - 05.2002
- Greeted new customers, discussed specials, and took drink orders.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Trained new waitstaff on proper food handling, customer service and safety procedures.
- Informed customers about daily and seasonal specials.
- Bussed tables during busy periods to assist staff and quickly turn over tables.
- Upsold appetizers, drinks and desserts to increase restaurant profits.
- Met with chef to review daily specials and menu changes.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Collaborated with kitchen staff to facilitate prompt and accurate food preparation.
Administrative Assistant
John Ryder
09.2001 - 05.2002
Administrative Assistant
Melody Weir Designs
11.1999 - 08.2001
PRADA Specialist
HOLT RENFREW
12.1996 - 08.1999
Education
Generative AI For Digital -
LinkedIn Learning
LinkedIn11.2023
Certification - Certifications
Skillsoft
Online10.2023
Bachelor of Arts - Humanities
Thomas Edison University
Trenton, NJ10.2010
Associate of Arts - Social Sciences And Greek
Dawson College
Montreal, Quebec, CanadaSome College (No Degree) - Fashion Design And Merchandising
Collège LaSalle, Montréal
Montreal, CanadaSkills
- Fluent in French, Greek and Italian
- Customer experience management
- Shipping management
- Data Entry
- Inventory coordination
- Problem-Solving
- Flexible and Adaptable
- Attention to Detail
- Decision-Making
- Planning and Coordination
- Teamwork and Collaboration
- Good Telephone Etiquette
- Training and Development
- Google Workspace
- Critical Thinking
- Cultural Awareness
Timeline
E-Commerce Customer Experience Specialist
Europerfumes
12.2020 - 09.2023
Team Lead for Canadian Customer Service
UNIQLO
08.2018 - 07.2019
Food Demo Specialist/Hostess/Catering Assistant
Loi Estiatorio/Loi Dips, site
10.2017 - 09.2019
Substitute Teacher
Edison School Board
04.2013 - 06.2014
Freelance Marketing Assistant
MASSMEDIAJOBS
01.2009 - 08.2011
Administrative Assistant
CLERI Models
01.2009 - 10.2009
Coordinator
The Songs of Love Foundation
10.2006 - 10.2008
Office Manager
UNITED DENTAL ASSOCIATES
05.2002 - 10.2007
Waitress/Bartender
11.2001 - 05.2002
Administrative Assistant
John Ryder
09.2001 - 05.2002
Administrative Assistant
Melody Weir Designs
11.1999 - 08.2001
PRADA Specialist
HOLT RENFREW
12.1996 - 08.1999
Generative AI For Digital -
LinkedIn Learning
Certification - Certifications
Skillsoft
Bachelor of Arts - Humanities
Thomas Edison University
Associate of Arts - Social Sciences And Greek
Dawson College
Some College (No Degree) - Fashion Design And Merchandising
Collège LaSalle, Montréal
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