Cecilia Andrade
North Bergen,United States
Summary
Dynamic Customer Service and Operations Specialist with over 20 years of experience in luxury retail and third-party logistics, specializing in watches and jewelry service operations, key account support, and freight coordination. Proven track record of managing high-volume inquiries while streamlining order and repair workflows to ensure compliance, minimize chargebacks, and consistently meet KPIs and SLAs. Proficient in ERP/WMS tools such as M3, Kering, AS400, WMS, and Cargo Write, recognized as a trusted partner for flagship accounts including Saks, Nordstrom, Bloomingdale's, and Neiman Marcus. Bilingual in English and Spanish, skilled in navigating multicultural environments with a strong work ethic and exceptional communication skills, dedicated to optimizing workflows and driving process improvements for enhanced operational efficiency.
Overview
29
29
years of professional experience
Work History
Watches & Jewelry Operations Specialist / Customer Service
Gucci
07.2022 - 12.2025
- Managed high‑volume inbound customer calls with efficiency and professionalism.
- Served as the primary point of contact for customers and retail store partners.
- Processed timepieces and jewelry for repair daily for both retail and wholesale accounts.
- Prepared and sent repair estimates on a daily basis.
- Processed invoice payments accurately and promptly.
- Entered wholesale orders into internal systems with a high level of accuracy.
- Fulfilled part orders for repair centers across the United States and Canada.
- Maintained detailed records and inventory using M3 and the Kering system.
- Assisted customers with orders, repairs, warranties, and product inquiries while delivering luxury‑level service.
- Tracked timepieces and jewelry throughout the service lifecycle to ensure timely return.
- Collaborated with repair technicians and vendors to provide customers with accurate repair updates.
- Verified order accuracy and entered detailed information into company systems.
- Coordinated international jewelry repair submissions through the Kering system, including shipments to Italy.
- Communicated with stores, service centers, and carriers to manage and track shipments.
- Upheld luxury brand service standards through polished, professional communication.
- Resolved customer concerns calmly and effectively in high‑pressure situations.
- Maintained organized service tickets, repair logs, and shipping documentation to support operational accuracy.
- Ensured an exceptional end‑to‑end customer experience for all service interactions.
Customer Service Specialist
DSV Solutions
10.2021 - 07.2022
- Schedule Freight pick up with Logistic Companies as well as with Freight Companies.
- Distribute workload accordingly to warehouse operations
- Print orders and price tickets from company system (Cargo Write).
- Ensure all routing guides are enforced.
- Weekly conference meeting with the clients
- Completes projects with the requested time frame.
- Answer emails and phone calls on a daily basis.
- Meet the KPI for Retail and Wholesale
- Work under intense pressure to meet shipping deadlines every month.
- Managed customer accounts, updating records and processing transactions efficiently.
- Resolved customer inquiries through multiple communication channels, ensuring high satisfaction levels.
Outbound Customer Service Specialist
FASHION LOGISTICS INC
10.2019 - 02.2020
- Responsible for corresponding with Customer Service for Ermenegildo Zegna to ensure all orders are accurate and shipped on timely basis to avoid extensions and charge back.
- Route shipments for major stores like Saks, Nordstrom, Bloomingdales, NM and more.
- Schedule Freight pick up with Logistic Companies as well as with Freight Companies.
- Prepare documents to ship E-Commerce orders.
- Print orders and price tickets from WMS system.
- Input information in AS400 system.
- Meet customer requirements and resolve any customer issues as needed.
- Maintain files to provide POD’s.
- Ensure all routing guides are enforced.
- Completes projects with the requested time frame.
- Answer emails and phone calls on a daily basis.
- Meet the KPI for Retail and Wholesale
- Work under intense pressure to meet shipping deadlines every month.
Supply Chain Coordinator
MAGGY LONDON INTERNATIONAL
02.2017 - 12.2018
- Assist Warehouse General Manager with routing, tracking and maintain all shipments of sale orders.
- Responsible for corresponding with Customer Service to ensure all details of orders are accurate and shipped on timely basis.
- Prepare routing and Bill of Lading for stores to ship Domestic and International such Saks, Nordstrom, Bloomingdales, NM, Kohls, TJ Maxx, TUIK, Chicos, Marshalls.
- Work directly with carriers to coordinate and arrange pickups.
- Prepare documents to ship E-Commerce orders.
- Keep updated information of internal and external routing requirements to avoid incurring charge backs and extensions on orders.
- Ensure all E-Commerce orders are shipped on a daily basis
- Ship all orders in the system and bill them out.
- Work under intense pressure to meet shipping deadlines every month.
Retail/ Wholesale Logistics / Operations Specialist / Customer Service Specialist
GUCCI
07.1996 - 09.2016
- Coordinate daily shipments, schedule carrier pickups, and track deliveries to ensure orders arrive on time.
- Prepare and review shipping documents (Bills of Lading, manifests, labels, customs paperwork when needed).
- Communicate with carriers, warehouses, and internal teams to resolve delays, shortages, or routing issues.
- Monitor vendor routing guides and enforce compliance to prevent charge backs and shipping penalties.
- Maintain accurate records of shipments, Proof of Delivery (POD), invoices, and inventory movements.
- Analyze delivery problems, identify root causes, and recommend process improvements.
- Support month-end closing by reconciling shipments and documentation with Finance/Accounts Payable.
- Use logistics systems and spreadsheets to track orders, update status, and generate reports.
- Assist with planning, prioritizing, and scheduling outbound freight during peak periods.
- Work under tight deadlines while maintaining accuracy and strong customer service with retail partners.
- Support retail and wholesale operations by coordinating orders, shipments, and communication between stores, warehouses, and customer service teams.
- Key Account Support (Saks, Neiman Marcus, Nordstrom, etc.)
- Help ensure products are delivered accurately and on time, resolve delivery or invoicing issues, and make sure vendors follow routing and compliance guidelines.
- Managed brands such as Gucci, Balenciaga, AMQ, Stella McCartney, YSL, Brioni, BV, and Sergio Rossi.
- Customer Operations Specialist.
- Working as the liaison between stores, customer service, and logistics.
Education
No Degree - Business Administration
Jersey City State College
Jersey City, NJHigh School Diploma -
Dickinson High School
Jersey City, NJ07-1987
Skills
- SAP Excel AS400
- Skilled in logistics management software
- Shipping portal management
- Order fulfillment management
- Proficient in Microsoft Office Suite
- Customer service excellence
- Effective verbal and written communication
- Process optimization
- Interdepartmental communication
- Strategic decision-making
- Effective organizational skills
Languages
Spanish
Native or Bilingual
Timeline
Watches & Jewelry Operations Specialist / Customer Service
Gucci
07.2022 - 12.2025
Customer Service Specialist
DSV Solutions
10.2021 - 07.2022
Outbound Customer Service Specialist
FASHION LOGISTICS INC
10.2019 - 02.2020
Supply Chain Coordinator
MAGGY LONDON INTERNATIONAL
02.2017 - 12.2018
Retail/ Wholesale Logistics / Operations Specialist / Customer Service Specialist
GUCCI
07.1996 - 09.2016
No Degree - Business Administration
Jersey City State College
High School Diploma -
Dickinson High School