Aryshia Kusumo

Monterey Park,CA

Summary

Demonstrated success in leading high-performing teams, cultivating talent, and driving service excellence through effective KPI and SLA management.

years of professional experience

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.

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.

Angl Clothing Company

11.2011 - 11.2012

Fashion Institute of Design and Merchandising

Los Angeles, CA

06.2014

Newbury Park High School

Newbury Park, CA

01.2012

Volunteer, LA Fashion Week — Styling models, assisting with event setup, and guest coordination.