Aryshia Kusumo
Monterey Park
Summary
Demonstrated success in leading high-performing teams, cultivating talent, and driving service excellence through effective KPI and SLA management.
Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
Bellami Hair
10.2015 - Current
- - Directed a team of 15 customer service professionals, fostering a culture of accountability, collaboration, and continuous improvement.
- - Enhanced customer satisfaction scores by implementing targeted training programs and support initiatives aligned with SLA benchmarks.
- - Awarded the BIG Can Do It Award for exemplary leadership and operational excellence.
- - Managed monthly service volumes including 26,000+ orders, 5,786 calls, 9,341 emails, 719 chats, and 1,099 texts.
- - Conducted 2,661+ monthly color consultations, contributing over $234K in revenue.
- - Developed and launched the Color Concierge Program, projected to generate $2.2M in annual revenue.
- - Designed a sales-incentivized support model, resulting in $150K/month in additional sales.
- - Monitored and reported on KPIs to ensure service quality and team performance.
- - Utilized platforms including Salesforce, Shopify, NetSuite, ShipStation, WOS, Globale, Reviews.IO, Trustpilot, Textline, RingCentral, Tulip, Loyalty Lion, LinkedIn Learning, and Olark.
Sales Associate / Key Holder / Trainer
American Apparel
08.2013 - 08.2015
- - Delivered exceptional customer service and consistently ranked as a top seller.
- - Promoted to Key Holder and Trainer, responsible for onboarding and mentoring new staff.
- - Managed store operations including inventory control and visual merchandising.
- - Resolved customer concerns with professionalism and efficiency.
Sales Associate
Angl Clothing Company
11.2011 - 11.2012
- - Achieved top seller status through personalized customer engagement.
- - Designed compelling product displays and maintained brand standards.
Education
Associate of Arts - Visual Communication
Fashion Institute of Design and Merchandising
Los Angeles, CAHigh School Diploma -
Newbury Park High School
Newbury Park, CASkills
- Leadership development
- Customer service expertise
- KPI/SLA oversight
- Operational workflow enhancement
- Conflict management and resolution
- Analytical reporting skills
- Microsoft Office proficiency
- Google Workspace familiarity
- Salesforce, Shopify, NetSuite experience
- Shipping management systems knowledge
- Review platform engagement
- Strong communication skills
- Tech-savvy adaptability
- Customer relationship management
- Project management
- Team leadership
- Customer satisfaction strategies
- Data analysis
- Sales forecasting
- KPI monitoring
- Service level agreements
- Process optimization
- Training program development
- Crisis management
- Effective communication
- Problem solving
- Time management
- Adaptability
- Quality assurance
- Problem-solving
- Decision-making
- Microsoft outlook, word, and Excel
- Service delivery optimization
- Call monitoring
- Process improvement specialist
- Tactful and diplomatic
- Expertise in sales
- Cross-functional collaboration
- Quality assurance controls
- Staff training
- Metric tracking
- Skilled trainer
- Customer service
- Management of remote employees
- Proficient in [software]
- [Software] proficiency or [type] software proficiency
- Issue resolution
- Report preparation
- MS office
- Staff management
- Exceptional interpersonal communication
- Skilled multi-tasker
- Administrative support
- Customer relations
- Customer relationship management software (CRM)
- Product knowledge
- Billing and filing
- Product and service solutions
- Schedule management
- Employee scheduling
- Customer retention
- Turnover minimization
- Positive and constructive feedback
- Research
- Exceptional telephone etiquette
- Complaint resolution
- Excellent time management skills
- Negotiation expert
- Information security
- Performance evaluations
- Client relations and retention
- Staffing coordination
- Relationship building
- Account updates
- Verbal and written communication
- Training and mentoring
- Adherence to high customer service standards
- Cash handling
- Technical support
- Inter-department collaboration
- Account authorizations
- Talent allocation
- Conflict resolution techniques
- Audit support
- Feedback collection
- Team building and leadership
Affiliations
Volunteer, LA Fashion Week — Styling models, assisting with event setup, and guest coordination.
Personal Information
References
Available upon request.
Timeline
Customer Service Manager
Bellami Hair
10.2015 - Current
Sales Associate / Key Holder / Trainer
American Apparel
08.2013 - 08.2015
Sales Associate
Angl Clothing Company
11.2011 - 11.2012
Associate of Arts - Visual Communication
Fashion Institute of Design and Merchandising
High School Diploma -
Newbury Park High School