Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Chloe Minch

New York,NY

Summary

Dynamic Multichannel Customer Service Manager at Lacoste with a proven track record of enhancing customer satisfaction and reducing costs through strategic initiatives. Skilled in Salesforce and data analysis, I excel in leading cross-functional projects and optimizing processes, driving impactful results in customer experience and operational efficiency.

Overview

8
8
years of professional experience

Work History

Multichannel Customer Service Manager, NORAM

Lacoste
01.2025 - Current
  • Achieved a 30% annual cost reduction in outsourced customer service operations through strategic vendor renegotiation and process optimization."
  • Directed key North American CX projects, such as 'Chat to Store' and 'Pay by Link,' ensuring seamless execution and cross-functional alignment
  • Contributed to the development of a customer survey used to enhance and measure CSAT performance
  • Increased customer satisfaction scores by redesigning the escalation and feedback process.
  • Implemented new training programs that reduced onboarding time and improved agent performance.
  • Partnered with product and sales teams to relay customer feedback and improve offerings.

Omnichannel Operations Coordinator

Lacoste
02.2022 - 01.2025
  • Managed NORAM code releases, ensuring seamless website functionality and zero disruption to customer experience during deployments.
  • Conducted end-to-end testing of new product launches, payment methods, and order management system integrations to guarantee operational readiness.
  • Automated and analyzed performance reports to monitor key omnichannel initiatives, including Ship from Store, Ship to Store, and Order from Store, driving data-informed decisions.
  • Acted as a key liaison between store operations and digital teams, ensuring alignment on omnichannel strategies and seamless execution of ecommerce initiatives.

Assistant Store Manager

Lacoste
10.2018 - 02.2022
  • Oversaw operations at a high-profile flagship location in downtown Manhattan, ensuring a seamless customer experience and operational excellence.
  • Led corporate and international team visits, conducting walk-throughs and discussing key business strategies and performance insights.
  • Cultivated strong customer relationships by promptly addressing service inquiries and resolving issues, contributing to enhanced customer loyalty.
  • Coached and mentored sales associates on product knowledge, sales incentives, and advanced selling techniques, resulting in a notable increase in customer satisfaction scores.

Assistant Brand Leader

Free People
08.2017 - 10.2018
  • Coordinated events for the Free People-owned pop-up "FP Movement," driving brand engagement and customer interaction.
  • Educated customers on beauty and wellness products, hosting private classes in collaboration with key vendors to enhance product knowledge and experience.
  • Managed daily operations, ensuring smooth execution of all activities and a high-quality customer experience.
  • Recruited, interviewed, and trained both full-time and part-time staff, fostering a knowledgeable team aligned with brand standards and values.

Education

Bachelor of Arts - English Language And Literature

Queens College
Flushing, NY
05-2019

Skills

  • CRM: Salesforce
  • Tools: Microsoft Office, Jira, Confluence
  • Reporting: Excel (PivotTables, VLOOKUP), Tableau, Power BI
  • Exceptional interpersonal communication
  • Team building
  • Inter-department collaboration

Languages

French
Limited Working

Timeline

Multichannel Customer Service Manager, NORAM

Lacoste
01.2025 - Current

Omnichannel Operations Coordinator

Lacoste
02.2022 - 01.2025

Assistant Store Manager

Lacoste
10.2018 - 02.2022

Assistant Brand Leader

Free People
08.2017 - 10.2018

Bachelor of Arts - English Language And Literature

Queens College

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Chloe Minch