Erika Ruiz Nava
Downey,CA
Summary
Strategic and results-driven Customer Service Director with 10+ years of progressive leadership experience within the apparel and wholesale industry. Proven track record of leading multi-channel customer service operations, managing major retail accounts, improving customer satisfaction, and optimizing cross-functional processes. Experienced in ERP integrations, 3PL coordination, WMS systems, and high-volume order management. Bilingual in English and Spanish with strong analytical, organizational, and leadership skills.
Overview
20
20
years of professional experience
Work History
Director of Customer Service
Liverpool Los Angeles
01.2015 - Current
- Lead and manage customer service operations supporting 20,000+ clients annually.
- Oversee and develop a team of 8 customer service representatives and account specialists.
- Establish KPIs, performance standards, and departmental service goals.
- Oversee all customer interactions from order placement through post-delivery support.
- Serve as primary escalation point for major retail accounts and complex issues.
- Manage high-value accounts including Scheels, Stitch Fix, Nordstrom, Macy’s, and Wantable.
- Coordinate closely with Sales, Operations, Accounting, IT, and Production teams.
- Collaborate with 3PL partners and oversee shipping through WMS systems.
- Support ERP system integration and system optimization initiatives.
- Monitor call volume, response times, and service levels to ensure operational efficiency.
- Conduct onboarding, performance evaluations, and professional development planning.
- Oversee order processing, inventory distribution, and data entry operations.
- Partner with Accounting to ensure accurate payment processing for domestic and international accounts.
- Utilize Microsoft Office Suite, Adobe Acrobat, A2000, Nu-order and internal software systems for daily operations.
Office Manager
Shlomo & Lynn LLC.
Bell Gardens, CA
01.2012 - 01.2014
- Performed high-volume data entry with strong attention to detail.
- Managed light Accounts Receivable and Accounts Payable functions.
- Processed, packed, and shipped wholesale garment orders.
- Issued invoices and managed collections.
- Maintained warehouse inventory
- Generated production reports and sales reports.
- Coordinated UPS, FedEx, and USPS shipping systems.
- Issued cutting tickets and sewing contracts to contractors.
- Processed PayPal payments and reconciled invoices against purchase orders.
Office Manager
Mynk Inc.
Huntington Park, CA
01.2010 - 01.2012
- Managed payroll processing and weekly employee compensation.
- Oversaw invoicing and payment processing through QuickBooks.
- Created pick tickets and packing slips for shipping department.
- Managed daily office operations independently in a fast-paced environment.
- Maintained financial and administrative records with accuracy.
Customer Service Manager / Shipping Assistant
Pride Jeans Inc.
Vernon, CA
01.2006 - 01.2010
- Provided customer service support in apparel wholesale operations.
- Prepared export and import documentation for goods shipped to Mexico.
- Managed shipping documentation and contractor communication.
- Utilized Apparel Magic, MS Word, and Excel for order processing.
- Scheduled pickups and ensured proper documentation compliance.
Education
High School - College Preparatory Studies
Downey High School
Downey, CA01.2003
Skills
- Customer Service Leadership
- Apparel Wholesale Operations
- Major Retail Account Management
- ERP & WMS Systems Integration
- 3PL & Logistics Coordination
- KPI & Performance Management
- Order Management & Inventory Control
- Process Improvement
- Cross-Functional Collaboration
- Staff Development & Training
- Bilingual: English / Spanish
- Microsoft Outlook, Word, Excel
- Adobe Acrobat
- QuickBooks
- ERP Systems
- WMS Systems
- Apparel MagicAIMS SoftwareA2000
- UPS, FedEx, USPS Shipping Platforms
- Ten Key by Touch
Languages
Spanish
Native or Bilingual
Timeline
Director of Customer Service
Liverpool Los Angeles
01.2015 - Current
Office Manager
Shlomo & Lynn LLC.
01.2012 - 01.2014
Office Manager
Mynk Inc.
01.2010 - 01.2012
Customer Service Manager / Shipping Assistant
Pride Jeans Inc.
01.2006 - 01.2010
High School - College Preparatory Studies
Downey High School