Summary
Overview
Work History
Skills
Accomplishments
Work Availability
Timeline
Hi, I’m

April Watson

New York,United States

Summary

Highly adaptable and results-oriented professional with a proven track record in optimizing digital customer experiences, enhancing operational efficiency, and driving strategic engagement to meet and exceed business objectives. With a wealth of expertise to elevate customer satisfaction from various industries. Eager to contribute to delivering unparalleled digital customer care experiences and enhancing overall brand satisfaction.

Overview

11
years of professional experience

Work History

Thinx Inc.

Senior CX Associate, Digital Product Specialist
10.2020 - Current

Job overview

  • Customer Complaint Monitoring: Actively monitored and addressed key consumer complaints related to digital experience, encompassing site functionality, launch processes, and consumer engagement emails, by liaising with relevant teams.
  • Feedback Loop Establishment: Established effective feedback loops with Omni/PHL agents and fellow CX Specialists to capture valuable insights into common customer complaints, identifying opportunities for enhancing customers' on-site digital experience.
  • Digital Systems Optimization: Conducted comprehensive reviews of CX digital systems such as Aftership, Mechanic, Loop, and Richpanel to pinpoint opportunities for feature optimization, aimed at reducing customer pain points, enhancing operational efficiency, and delivering more personalized customer communications.
  • User Research Implementation: Collaborated with UX Researchers to implement user research findings into various consumer touchpoints, including FAQs, Richpanel, and Loop, among others.
  • Content Management: Worked closely with Copy, Product, and Web Ops teams to maintain organized records of cross-functional assets and copy across various platforms and management systems, ensuring accessibility and efficiency.
  • Communication and Optimization: Delivered regular communication updates and succinct optimization reports summarizing key findings.
  • User-Centric Product Introductions: Successfully introduced and guided clients through digital products by incorporating product knowledge into user-friendly copy, effectively minimizing customer pain points.
  • Training and Upsell Process Development: Developed comprehensive customer service training programs and upsell processes by optimizing internal product guides, contributing to improved team performance and sales.
  • Collaborative Product Launch: Worked closely with Copy, Digital, and Brand teams to emphasize value propositions and mitigate cannibalization
  • Customized Marketing Materials: Created tailored marketing materials for wholesale partners, increasing product awareness and enhancing partner education.

David James. Salon + Gallery

Salon Coordinator
09.2018 - 03.2020

Job overview

  • Client Relationship Building: Fostered personal relationships to boost client loyalty and retention, ensuring long-term customer satisfaction.
  • Efficient Scheduling: Optimized master calendar to reduce turnaround time and maximize scheduling capacity, improving operational efficiency.
  • Revenue Growth: Implemented effective sales strategies and operational policies to increase salon revenue.
  • Inventory Management: Managed inventory by tracking weekly sell-throughs and proactively addressing underperforming products.
  • Vendor Relations: Corresponded with vendors and brand representatives to place product and supply orders, reducing expenses through negotiated vendor returns and cost-saving measures.
  • Financial Oversight: Oversaw and handled business finances, cash flow, overall business transactions, banking, and accounting procedures to ensure financial stability and compliance.

Azalea Boutique Inc.

E-commerce & Operations Coordinator
11.2015 - 09.2018

Job overview

  • Enhanced Customer Experience: Improved on-site messaging and FAQs to provide more relevant answers, reducing common pain points and enhancing overall customer experience.
  • Efficiency Standardization: Developed standardized operating procedures for customer service and fulfillment personnel to maintain efficiency in a fast-paced environment.
  • Order Processing Automation: Collaborated with Web Developers to automate order processing, resulting in significantly reduced turnaround times.
  • Inventory Management: Maintained inventory accuracy by conducting routine audits, ensuring all available styles were displayed for purchase, and tracking inventory quantities in our warehouse management system.
  • Brand Site Management: Managed multiple brand sites and monitored customer experience conversion rates, ensuring optimal performance.
  • Fraud Prevention: Collaborated with IT to investigate and prevent fraudulent orders from processing to safeguard against potential losses.
  • Vendor Coordination: Coordinated with vendors to efficiently replace damaged or defective products, ensuring customer satisfaction and minimizing disruptions.
  • Shipment Accuracy: Prepared and verified outbound shipments for accuracy by reviewing order slips, picking products, and staging merchandise for shipping.
  • Receiving and Storage: Received products at various virtual locations, verified quantities, and organized storage to maintain efficient operations.
  • Supply Inventory Management: Monitored packaging supply inventory and proactively requisitioned materials to prevent shortages and maintain smooth operations.

Crossroads Trading Co.

Key Holder/Head Buyer
02.2013 - 11.2015

Job overview

  • Inventory Management and Analysis: Evaluated stock levels, customer sales data, industry trends, and competitor activity to make informed decisions regarding inventory development.
  • Team Leadership and Training: Trained and supervised new employees to apply best buying and pricing practices, ensuring consistent inventory management and achievement of operational and sales targets.
  • Stock Handling and Data Entry: Received and processed new stock, entered values into our management system, and labeled units with identifying information, including purchase date and category.
  • Inventory Records Management: Maintained accurate and detailed records for inventory management, including updating consignment accounts.
  • Supply Chain Coordination: Addressed shortages in available goods by requesting merchandise from wholesalers based on space, demand, and pricing considerations.
  • Merchandising Expertise: Received new merchandise, arranged products on sales floor, and organized back-stocked inventory by vendor and style name, ensuring a well-structured store layout.
  • Task Delegation and Supervision: Efficiently assigned daily tasks based on store needs and employee’s skill sets, and monitored associates during high-traffic periods to optimize store operations.
  • Client Relationship Building: Fostered long-term client loyalty and consistently achieved or exceeded sales targets through strategic engagement and relationship-building.
  • Inventory Maintenance: Conducted regular departmental walk-throughs to identify shortages, cleaning needs, and replenishment requirements to maintain stock supply.
  • Operational Optimization: Introduced new procedures and streamlined daily operations to enhance overall store performance, contributing to increased efficiency.

Skills

  • Customer-Centric Focus: Keen understanding of leveraging customer needs to address key consumer complaints while fostering personal relationships and promoting long-term client loyalty
  • Operational Excellence: Expert in streamlining operations, implementing efficient procedures, and collaborating with cross-functional teams to enhance inventory management, reduce turnaround times, and ensure optimal performance
  • Strategic Engagement: Effectively communicates product knowledge and value propositions to consistently drive sales growth and exceed targets through upselling and relationship-building strategies
  • Digital Expertise: Deep understanding of digital systems, leveraging user research findings to optimize features, improve content management, and provide relevant answers to frequently asked questions, ultimately reducing customer pain points and enhancing personalization
  • Team Leadership: Experience in training and supervising teams has contributed to maintaining consistent inventory and operational standards, ensuring that colleagues are well-equipped to meet operational and sales targets

Accomplishments

Accomplishments
  • April, you’ve done an excellent job of demonstrating that you are a true subject matter expert. You have continuously identified new opportunities to expand your work, and have demonstrated your ability to hit the ground running with tasks, particularly your commitment to working proactively and independently. Lucy Boswell -Manager, CX
  • April has so many incredible ideas and insights and is also incredibly well-versed in the information on our site and our retailer sites. She is highly diligent in catching areas that our cross-functional partners may have overlooked and continuously catches the team up on what needs to be updated, changed, or improved. Alice Warren -VP, Consumer Intelligence
  • It cannot be overstated that April is consistently thinking strategically about everything she comes across, whether it falls within the scope of her work or not. April is committed to seeking improvements, for everything from customer touchpoints on the site to marketing campaigns to internal backend processes. April consistently demonstrates that she is not content to simply continue doing something the way it’s been done in the past (or watch something being done the way it’s been done in the past), but rather is always seeking ways to improve and grow. Alice Warren -VP, Consumer Intelligence
  • April has powered through her OKRs with exceptional efficiency and autonomy. She has mastered her own work, and on top of that she has also proven that she pays attention to and thinks strategically about things that are outside the scope of her own work. She is an invaluable member of our team – thank you, April! Alice Warren -VP, Consumer Intelligence
Availability
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Timeline

Senior CX Associate, Digital Product Specialist
Thinx Inc.
10.2020 - Current
Salon Coordinator
David James. Salon + Gallery
09.2018 - 03.2020
E-commerce & Operations Coordinator
Azalea Boutique Inc.
11.2015 - 09.2018
Key Holder/Head Buyer
Crossroads Trading Co.
02.2013 - 11.2015

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April Watson