Summary
Overview
Work History
Education
Skills
Timeline
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Chloe Minch

New York

Summary

Driven and empathetic Customer Experience Manager with a strong foundation in retail and a passion for delivering exceptional service at every touchpoint. Energized by collaboration and the positive momentum of a motivated, kind team. Committed to making a meaningful impact by creating seamless, thoughtful experiences that reflect both brand values and customer needs.

Overview

8
8
years of professional experience

Work History

Multi-Channel Customer Service Manager

Lacoste
01.2025 - Current
  • Manage a third-party customer care provider, overseeing budget, KPIs, and ongoing training to ensure high-quality service delivery
  • On track to achieve a 30% YoY spend reduction by offshoring a portion of the team and optimizing operating hours- all while improving service levels
  • Conduct weekly strategy sessions with the Head of Customer Care at HQ to align on both short and long-term CX goals and implement action plans accordingly
  • Partnered with our chat provider to enhance bot functionality, enabling users to access relevant FAQs with just a few clicks
  • Refreshed all FAQs on the Digital Flagship to ensure content is current, accurate, and aligned with customer needs
  • Create and share engaging content on Yoobic to motivate advisors and reinforce brand and product knowledge
  • Deploy training modules via Yoobic and track completion to ensure consistent learning and performance standards across teams

Omnichannel Operations Coordinator

Lacoste
02.2022 - 12.2024
  • Played a key role on the e-commerce team, ensuring seamless website operations and optimal customer experience
  • Conducted bimonthly testing of new site releases to identify bugs and potential blockers prior to deployment
  • Managed all digital support tickets, driving timely issue resolution and minimizing customer impact
  • Collaborated cross-functionally with technical, operations, and CRM teams across global hubs (including Paris) to align on project execution
  • Led the end-to-end launch of Apple Pay on the digital flagship, including UAT, dry-runs, and release—resulting in it becoming the second most-used payment method after credit cards
  • Developed and implemented new internal processes to streamline bug tracking and ticket creation, enhancing team efficiency and response time

Assistant Store Manager

Lacoste
10.2018 - 02.2022
  • Oversaw day-to-day operations at the Broadway flagship location, ensuring operational efficiency and brand alignment
  • Consistently drove email capture efforts, meeting and exceeding targets set by District leadership
  • Participated in Loss Prevention sessions and co-led in-store training to reinforce safety protocols and operational best practices
  • Maintained visual and merchandising standards in alignment with Yoobic directives and brand guidelines
  • Mentored emerging leaders, supporting their development and playing a key role in internal promotions

Assistant Brand Leader

Free People
05.2017 - 10.2018
  • Hosted curated events in collaboration with product representatives to drive awareness and excitement around new product launches
  • Collaborated with local fitness instructors to host classes at our FP Movement space, culminating in exclusive early access shopping sessions for attendees
  • Partnered with corporate teams to ensure the store received product assortments tailored to the local market demand.
  • Provided leadership support across multiple store locations during periods of transition or staffing gaps


Education

Bachelor of Arts - English

Queens College of The City University of New York
Flushing, NY
05.2019

Skills

  • MS Office
  • Salesforce
  • Jira and Confluence
  • Performance Monitoring and Analytics

Timeline

Multi-Channel Customer Service Manager

Lacoste
01.2025 - Current

Omnichannel Operations Coordinator

Lacoste
02.2022 - 12.2024

Assistant Store Manager

Lacoste
10.2018 - 02.2022

Assistant Brand Leader

Free People
05.2017 - 10.2018

Bachelor of Arts - English

Queens College of The City University of New York

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Chloe Minch