Denise Silva
Los Angeles,CA
Summary
Experienced and adaptable Customer Service Professional with over 10 years of customer-facing experience in fast-paced environments, including startup settings. Skilled in effectively addressing diverse customer needs. Proven track record of building trust with customers to promote satisfaction, resolve concerns, and maintain long-term loyalty. Positive and upbeat demeanor enables thriving in high-pressure situations while consistently delivering exceptional service.
Overview
18
18
years of professional experience
Work History
Wholesale Customer Service
Cels Enterprises (Chinese Laundry)
06.2021 - Current
- Manage both major and independent retail accounts (Ross, Nordstrom, Macys, QVC)
- Review wholesale EDI POs for major retailers (confirm style, qty, price, contact information and routing guide are correct for processing)
- Work closely with multiple Sales Rep’s from coast to coast to ensure orders are received in system correctly and in a timely matter
- Resolve any inventory issues
- Work with sales rep and customer to substitute out of stock styles with similar styles ensuring no loss of potential sales dollars
- Partnering with warehouse team to ensure shipments are routed on time, troubleshoot any shipping delays as well has making inventory adjustment in system
- Work with credit department to obtain credit approvals as well as refund.
Accounts Manager
Shaka Wear
01.2021 - 06.2021
- Manage both wholesale and dropship accounts
- Invoice and post daily sale orders placed on dropship
- Increased revenue by cultivating and securing new accounts while providing value-added services to existing clients
- Communicated with clients via email, phone and in person
- Work closely with the warehouse to make sure all orders are picked and packed correctly
- Assessed processes used to send products to customers and discovered more efficient method that was positively received by all involved parties.
Operations Inventory Coordinator
Sole Society Inc.
06.2017 - 08.2020
- Updated inventory daily on e-commerce platform (Magento) as well as dropship partners
- Created UPC's and purchase orders for new product in ERP system
- Imported, invoiced and posted daily sales orders placed on dropship sites (Nordstrom, QVC, DSW)
- Created return orders for RTV'S and in-bound returns
- Participated in yearly physical inventory
- Helped plan and run sample sales
- Kept daily contact with 3pl to ensure that all sales orders shipped on time.
Customer Service Lead/Fraud Specialist
Sole Society Inc.
02.2013 - 06.2017
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity
- Participated in group discussions with team members to develop new ways to combat fraud
- Assisted operators with handling calls and took over escalated concerns to provide skilled solutions
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge
- Evaluated quality of representatives' phone calls monthly to identify areas in need of attention and provided feedback to agents as well as communicated results to upper management.
Customer Satisfaction Specialist
Sole Society Inc.
02.2012 - 02.2013
- Measured and evaluated customer and employee satisfaction to identify areas in need of improvement
- Devised data collection processes and procedures, including surveys, polls and questionnaires
- Assessed consumer needs and buying habits to identify potential markets and product demand variables.
Sales Associate/Key Holder
Motherhood Maternity
11.2006 - 10.2012
- Performed store opening and closing tasks to comply with preset store operations guidelines
- Stocked and merchandised products in compliance with company guidelines to facilitate the customer shopping experience
- Completed monthly floor sets
- Provided customer service to incoming store traffic
- Completed payroll on a weekly basis.
Skills
- Business operations management
- Managing inventory
- Warehouse operations understanding
- Cross-functional collaborations
- E-Commerce experience
- Customer service/call center experience
- Conflict mediation
- Computer skills (Excel, Google Doc, Microsoft Word, Outlook)
- Complaint Handling
- Call center experience
Languages
Spanish
Native or Bilingual
Timeline
Wholesale Customer Service
Cels Enterprises (Chinese Laundry)
06.2021 - Current
Accounts Manager
Shaka Wear
01.2021 - 06.2021
Operations Inventory Coordinator
Sole Society Inc.
06.2017 - 08.2020
Customer Service Lead/Fraud Specialist
Sole Society Inc.
02.2013 - 06.2017
Customer Satisfaction Specialist
Sole Society Inc.
02.2012 - 02.2013
Sales Associate/Key Holder
Motherhood Maternity
11.2006 - 10.2012
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