Jacqueline Labarbera
Astoria,New York
Summary
A results-driven and detail-oriented professional with experience in customer success management, business operations and analytics. Seeking opportunities to use analytical skills and strong people management skills to bring fresh and time effective solutions to the company that will lead to an increase in profitability and growth
Overview
5
5
years of professional experience
Work History
Customer Success Manager
NuORDER
03.2023 - Current
- Assumed the role of primary point of contact for multiple retailer accounts overseeing customer-related matters, proactively identifying their unique needs and values for sustained success.
- Managed Zendesk queue for over 1000 users which entailed communicating with users on topics such as platform questions, platform related issues and training inquiries
- Drove customer product adoption, orchestrating training programs and promoting best practices to ensure a strong adoption rate across buying teams
- Drove the overhaul of NuORDERs University Learning center by creating accessible training videos, help desk articles and FAQ pages
- Monitored and assessed customer progress, aligning their objectives with measurable outcomes and effectively tracking their achievements through quarterly reviews with stakeholders
- Skillfully collected and translated customer feedback into actionable product requirements, driving product improvement and innovation.
- Led renewal discussions with customers, leveraging insights into customer health and activity to consistently meet and surpass renewal targets.
Merchant Initiative Analyst
Saks Fifth Avenue
03.2022 - 01.2023
- Maintain reporting and status updates for more than 30,000+ SKUS between Mens RTW/Shoes/Accessories and Home Categories
- Facilitated monthly project meetings with merchant teams, tracked progress, and followed up on action items to ensure project goals were met
- Utilize JIRA ticketing system to track common issues from merchants and create actionable plans and recommendations to digital team to help mitigate future workflow problems
- Developed and maintained e-learnings
- Trained new assistant buyers and buyers on the lifecycle management process, reporting, dashboards and different systems such as PIM, Salesforce, Tableau and Looker
- Led special projects across Operations (Digital), Fulfillment, Contact Center, Marketing/Limitless, and Tech teams to improve business efficiency by troubleshooting product related issues such as items not being on site, inventory discrepancies and customer facing callouts
- Manage special project workflow's that include reporting enhancements, creation of Style Tracker Report for Holiday 2022, and QC Defect ticketing system.
Associate Planner
J.CREW
06.2021 - 03.2022
- Independently generate and present preseason sales, gross margin and inventory quarterly plans by class and style (200+ SKUs) for Women's Accessories, Jewelry and Footwear Departments by analyzing past quarter results to identify growth, maintaining and diminishing drivers
- Forecast sales, inventory and margin through identifying quarter level trends to later present in monthly OTB meetings to executive leadership
- Drove additional $2 million in Q3/Q4 2021 Women's Accessories sales based on aggressive promotional cadence while still maintaining a healthy margin
- Manage and collaborate weekly markdown and promotional strategies with cross functional merchant teams to best ensure style level sales plans are being met
- Served on multiple committees to help streamline the planning reporting process across the organization.
Assistant Planner
Saks Fifth Avenue
07.2019 - 06.2021
- Manage daily and weekly sales file by analyzing sales trends both in season and last year to help identify areas of business to continue to grow or decline
- Create pre-season sale, gross margin and inventory plans by vendor by store by analyzing prior years/seasons to help identify key drivers and missed opportunities for the upcoming season
- Assist Planner with in season management such as open to buy by recapping monthly sales, margin, receipts, and inventory to help project the remaining months of the season
- Own the responsibility of maintaining monthly markdowns by collaborating with my buying counter parts to help negotiate markdown lists with vendors
- Create pre-market ad hoc reporting to provide to the buying team with depth, breadth and SKU recommendations for future season purchases
- Partner with buying team to reallocate in season inventory to maximize sales trends for certain channels.
Merchant Development Trainee
Saks Fifth Avenue
02.2019 - 07.2019
- Rotated throughout the Saks Fifth Avenue store for a month to gain knowledge of the store operations of the business
- Attended merchant classes each week which included topics such as cost accounting, negation skills and how to prepare an Open to Buy
- Assisted planners and buyers in running weekly reports to help identify trends and key business drivers in the business
- Participated in multiple roundtables lead by senior management
- Presented final business project idea to upper management.
Education
Bachelor of Science Fashion: Business Management: Buying & Planning -
Fashion Institute of Technology
New York, New YorkSkills
- Looker and Tableau Data Software Systems
- Salesforce
- Ticketing Systems- Zendesk
- KPI dashboards and scorecards
- Data Mining and Analytics
- Client Relations
- Training and Mentoring
- Project Management
- Product Management
- Allocating Software-SAS Planning Softwear
- Retail/Cost Accounting
- Proficient in PC/Mac Microsoft Excel, Powerpoint and Word and Google Suite
Timeline
Customer Success Manager
NuORDER
03.2023 - Current
Merchant Initiative Analyst
Saks Fifth Avenue
03.2022 - 01.2023
Associate Planner
J.CREW
06.2021 - 03.2022
Assistant Planner
Saks Fifth Avenue
07.2019 - 06.2021
Merchant Development Trainee
Saks Fifth Avenue
02.2019 - 07.2019
Bachelor of Science Fashion: Business Management: Buying & Planning -
Fashion Institute of Technology
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