Summary
Overview
Work History
Education
Skills
Work Availability
Work Preference
Timeline
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Dana Stern

Oakland,USA

Summary

Customer Experience Enthusiast with 6+ Years' Experience in Retail|Highly Successful in the Art of Customer Escalations|Customer Relationship Management

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

11
11
years of professional experience

Work History

Manager, Client Services

SERENA & LILY
03.2022 - Current
  • Reduce client churn rate through effective relationship management and identifying and addressing client concerns in a timely manner.
  • Maximize satisfaction of top clients by implementing a streamlined delivery process, resulting in repeat business.
  • Successfully resolve 100% of challenging issues as the designated escalation contact, maintaining brand reputation and customer loyalty.
  • Architect Standard Operating Procedures and training program to enable team to serve high value clients.
  • Establish direct channels between brand teams to fast track client issues.

Customer Care Lead

SERENA & LILY
09.2020 - 03.2022
  • Managed and coached 13 Customer Care associates.
  • Trained new associates on processes, platforms, and applications to ensure better customer satisfaction.
  • Increased customer retention and customer satisfaction by 20% utilizing NetSuite and Zendesk tools.
  • Mentored new hires, fostering a supportive team environment that encouraged personal growth and professional development.

Customer Experience Manager

CUYANA
10.2018 - 03.2020
  • Coached and developed new Customer Experience Associates, resulting in a significant increase in customer retention rates.

Customer Experience Associate

CUYANA
10.2018 - 03.2019
  • Increased customer satisfaction by 20% through Kustomer training, effectively resolving issues online and in-store.
  • Employed active listening skills to accurately understand customer concerns and address them effectively.
  • Maintained an up-to-date knowledge of company offerings in order to provide relevant recommendations based on client needs.

Stylist

STITCH FIX
03.2014 - 05.2017
  • Consistently met and exceeded weekly styling goals by effectively managing and styling 50 STITCH FIX clients, resulting in a positive impact on the company's revenue and growth.
  • Maintained up-to-date knowledge of fashion trends and industry news, ensuring relevant styling suggestions for clients.
  • Provided excellent customer service by attentively listening to client needs and addressing concerns promptly.

Lead Stylist/Supervisor

STITCH FIX
03.2014 - 05.2017
  • Led a team of 55 remote stylists while also styling clients, driving a 50% increase in customer satisfaction and a 25% boost in revenue.
  • Assisted in the implementation of a new training program resulting in increased customer satisfaction scores and a 20% increase in repeat business.
  • Coached and created specific improvement plans for underperforming stylists.
  • Supported expansion of the business including co-leading the Maternity Team.

Education

Bachelor Of Science - Communications, Broadcasting & Film

Boston University
Boston, MA

Skills

  • Client Development
  • CRM
  • Customer Experience
  • Customer retention
  • Customer Satisfaction
  • Customer Service
  • E-commerce
  • Key Performance Indicators
  • Logistics
  • NetSuite ERP
  • Onboarding
  • Problem Solving
  • Senior Management
  • Start Ups
  • Supervision
  • Team Leadership
  • Verbal and written communication
  • Runner Enthusiast

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

RemoteHybrid

Important To Me

Career advancementWork-life balanceWork from home optionCompany Culture

Timeline

Manager, Client Services

SERENA & LILY
03.2022 - Current

Customer Care Lead

SERENA & LILY
09.2020 - 03.2022

Customer Experience Associate

CUYANA
10.2018 - 03.2019

Customer Experience Manager

CUYANA
10.2018 - 03.2020

Stylist

STITCH FIX
03.2014 - 05.2017

Lead Stylist/Supervisor

STITCH FIX
03.2014 - 05.2017

Bachelor Of Science - Communications, Broadcasting & Film

Boston University

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Dana Stern