Dorrie Agolla
Jersey City,NJ
Summary
Experienced luxury customer service specialist with a proven track record of delivering impactful support and fostering client satisfaction. Demonstrated expertise in client relations, high quality standards, efficient inventory management, and effective inbound/outbound logistics. Strong problem-solving skills, conflict resolution abilities, and excellent communication. Focus on collaborating with team members and adapting to changing needs. Adept in sales and productivity management, building a loyal client base, generating revenue, and consistently exceeding goals. Practical knowledge in strategic planning and execution of daily service/stock needs and goals across multiple platforms. Reliable and results-driven professional committed to elevating and enhancing customer experiences.
Overview
14
14
years of professional experience
Work History
SR. Premier Sales and Customer Service Consultant
Yoox Net A Porter Group
03.2019 - 10.2024
- Deliver exceptional, personalized service to high-end clientele in a luxury retail ecommerce environment, fostering long-term relationships and driving client loyalty.
- Consistently achieve and exceed individual and site sales targets through expert product knowledge, upselling, and a consultative sales approach.
- Represent the brand with sophistication and professionalism, maintaining visual merchandising standards and upholding the highest level of client service.
- Collaborate with management and visual teams to execute seasonal campaigns and product launches, enhancing in-store experience and client engagement.
- Oversee end-to-end logistics operations for high-value luxury goods, ensuring seamless, secure, and timely delivery while maintaining brand standards and client expectations.
- Manage inventory control, warehousing, packaging, and distribution for luxury products, prioritizing accuracy, discretion, and quality assurance at every step.
- Coordinate with global shipping partners, customs brokers, and internal stakeholders to streamline international and domestic logistics processes.
- Develop and implement white-glove logistics solutions tailored to VIP clients, including same-day delivery, private courier services, and bespoke packaging.
- Monitor KPIs, analyze supply chain data, and introduce continuous improvements to optimize efficiency and reduce transit times without compromising care.
- Ensure compliance with industry regulations and brand-specific protocols for handling sensitive or limited-edition inventory.
Sales and Service Representative
American Express
01.2018 - 01.2019
- Remotely reached daily servicing & sales targets by displaying expert product knowledge, utilizing company resources, and increasing units per interaction through in/outbound phone, text chat, and email. Rogatory QA monitoring meeting compliance for all state and federal guide. Fulfilled direct contact center servicing and sales needs.
Phone Banking Team Lead Manager (HELOC Loan Originator)
Wells Fargo
01.2011 - 01.2017
- Managed teams of up to 35 members. Mentored sales and quality assurance metrics and KPI’s for daily to quarterly productivity. Team building with coaching and training around in/outbound account management with sales referrals. Financial analysis to structure and process personal and secured lending including HELOC/auto lending. HR training, monitoring, and reporting.
Education
Business Management & Marketing
Lehigh CC
01.2013
Diploma - undefined
Dieruff HS
Skills
- Ecommerce Expertise
- Microsoft Office proficiency
- Email management expertise
- Salesforce administration
- Telecommunications expertise
- Inventory management
- Team management
- Analytical proficiency with detail orientation
- Effective verbal and written communication
- Proficient at prioritizing client needs while managing tasks
- Logistics center management
- Telecommunications expertise
- Effective complaint resolution
- Inventory management
- Luxury inbound/outbound call handling expertise
- ZenDesk
- POS system knowledge/training
Timeline
SR. Premier Sales and Customer Service Consultant
Yoox Net A Porter Group
03.2019 - 10.2024
Sales and Service Representative
American Express
01.2018 - 01.2019
Phone Banking Team Lead Manager (HELOC Loan Originator)
Wells Fargo
01.2011 - 01.2017
Diploma - undefined
Dieruff HS
Business Management & Marketing
Lehigh CC
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