Christine Carpini
Panama City
Summary
Experienced Customer Service Manager with over 10 years of expertise in leading teams and delivering outstanding customer service. Possesses strong organizational and problem-solving skills, along with exceptional verbal and written communication abilities. Proven track record of driving KPI's and performance goals. Adept at collaborating with others. A self-starter with the ability to multitask effectively. Committed to driving customer satisfaction and continuously improving processes.
Overview
21
21
years of professional experience
Work History
General Manager
Trulieve
04.2024 - Current
- Managed budget implementations, employee reviews, training, and schedules.
- Built a diverse team, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and peers.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Maximized operational excellence mentoring my team on best practices, and company procedures.
Field Operations Manager
PetIQ
03.2019 - 09.2022
- Acted as single point of contact for high level implementation lifecycle management on 126 simultaneously assigned customer accounts .
- Established performance and service goals, held team of 58 associates accountable for individual performance.
- Audited customer support procedures and collaborated regionally to promote operational excellence in all offices.
- Created and validated order details for sold products and services. Provided timely responses to customers and service inquiries.
- Negotiated veterinary contracts with 68 veterinarians on monthly basis for continued collaboration.
- Pro-actively managed and trained team to ensure customer’s service needs are met to highest levels of customer satisfaction and expectations.
- Served as conduit and escalation point for exception problem management of customer troubles and issues.
- Developed, forecasted, and monitored client revenue trends against forecasted revenue and remediated risks using plethora of software platforms.
Store Manager
Micheal Kors
09.2017 - 02.2019
- Built customer relationships, implemented new programs that increased revenue potentials and minimized churn rates.
- Analyzed customer data to improve customer experience.
- Established clear client and employee retention goals.
- Processed milestones for clients and employees to work toward.
- Promote value of the product with presentations and planned events.
- Upsold services and products with brand image
- Promoted value through customer experience.
- Created training courses and educational materials.
- Reviewed, de-escalated customer complaints and concerns to improve customer experience.
- Analyzed trends and conducted research to determine seasonal merchandise direction.
- Coordinated and directed buying team, enforcing compliance with company standards.
Store Manager
Brooks Brothers
05.2014 - 09.2017
- Resolved performance issues using best practices and support resources while creating new, innovative solutions to meet changing needs of clients
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels. Bringing business from 3.5 million per year to 4.3 million per year.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Achieved ranking in company top 5 for employee satisfaction survey.
- Wrote and administered yearly reviews, succession plans and corrective actions.
- Managed client expectations, communication, and performance metrics.
Area Sales Manager
Pacific Sunwear Of California Inc
04.2012 - 07.2013
- Developed and implemented key account strategies and programs to optimize revenue contribution and return on investment.
- Conducted analysis to address product planning which led to stores properly allocated yielding 5%-8% comp increases for each location.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Maintained and managed customer files and databases.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Planned and managed monthly floorsets and planograms for all overseen locations.
Associate Sales Manager
Coach
03.2004 - 04.2012
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Evaluated performance against goals and implemented appropriate development plans.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Created a visual floorset strategy that reduced total payroll hours later becoming companywide policy.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Created strategic plans for merchandising that reduced payroll 23% monthly, eventually becoming companywide policy.
- Mentored and supported team of 88 employees to create strong workplace culture, increasing our customer surveys from 70% satisfaction to 98% satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate products and services.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
Education
Business Administration And Management
Rutgers, The State University of New Jersey
New Brunswick, NJCertification - Design
National Kitchen And Bath Association
Bethlehem, PA05.2002
Skills
- Customer Service
- Project Management
- Merchandising
- Organization
- Leadership
- Business Development
- Technology Proficient
- Marketing
- Time Management
- Flexibility
- Positive Attitude
- Critical Thinking
Additional Information
Highly proficient in the following platforms:
-MS Excel
-MS Office
-NetSuite
-ADP
-Concur
-Expensify
-Monday
-Workday
-Hubspot
-Salesforce
-Sharepoint
-Powerpoint
-Sisense
-SalesEdge
Timeline
General Manager
Trulieve
04.2024 - Current
Field Operations Manager
PetIQ
03.2019 - 09.2022
Store Manager
Micheal Kors
09.2017 - 02.2019
Store Manager
Brooks Brothers
05.2014 - 09.2017
Area Sales Manager
Pacific Sunwear Of California Inc
04.2012 - 07.2013
Associate Sales Manager
Coach
03.2004 - 04.2012
Business Administration And Management
Rutgers, The State University of New Jersey
Certification - Design
National Kitchen And Bath Association
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