ARLENE MERCADO

Perform brand audits, in-depth analysis on opportunities to increase sales and profitability within the brand. This includes category market share, growth opportunities within a specified niche, profitability analysis, Amazon account audit, and content analysis. Provide reports based on this information, and meet with the brand team to relay the information. In some cases, I will work with the brand teams to implement the strategies and train in certain areas.

• Directed team in enhancing visibility through efficient management and listing strategies.
• Identified actionable insights by reviewing performance analytics, market behavior, and pricing dynamics.
• Coordinated with suppliers to negotiate competitive pricing on goods.
• Increased sales conversions by refining PPC methods.
• Tracked customer feedback to identify areas for enhancement.
• Tracked costs and expenses and assessed closely against original project budget.
• Tracked project progress and metrics to measure success against established goals.
• Resolved conflicts between stakeholders by providing effective solutions that meet everyone's needs.
• Kept project teams on-task with proactive control of budgets, schedules and scopes.

• Assessed customer creditworthiness based on financial reports, payment histories and other sources of information.
• Created websites and catalogs online to increase sales.
• Proficient in establishing strong connections with customers through exceptional communicative and interpersonal skills.
• Negotiated procurement of U.S. and overseas furniture suppliers.

• Utilize CRM tools to track customer interactions, ensuring accurate and timely responses.
• Handle 100+ daily customer inquiries, resolving issues to enhance satisfaction and retention.
• Achieved a top 5% performance rating for customer service excellence and efficiency.
• Collaborate with the team to streamline processes, reducing the average call handling time by 2 minutes.
• Identify and escalate complex issues, contributing to improved resolution strategies.
• Worked with multiple clients, including AT&T Sales, H&R Block, Xbox, and BBVA Bank, adapting to diverse customer service needs and protocols.