Summary
Overview
Work History
Education
Skills
Timeline
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Janel Gupton

Janel Gupton

Customer Success Manager
Houston,TX

Summary

Dedicated customer support professional with extensive experience in store management and operations. Well-versed in recruiting and developing talent, creating effective customer engagement, and utilizing marketing strategies and commercial information to maximize business. Proactive customer experience advisor, with expertise delivering support services and resolving customer complaints. Trained in support software and deescalation techniques. Demonstrated competencies in operating multi-line chat and email systems, taking orders and updating documentation.

Overview

15
15
years of professional experience

Work History

Customer Support Advisor

Squarespace Scheduling
Remote, TX
02.2022 - 09.2022
  • Managed expected customer interactions of 4.2 per hour during shift.
  • Hit tone and knowledge quality of chat and email percentages at 90% and above.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer chats and emails with minimal wait times.
  • Offered advice and assistance to customers, paying attention to specific needs or wants.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.

Customer Experience Supervisor

Adidas
New York, NY
06.2020 - 07.2020
  • Supervised sales transactions in NY's Flagship location to ensure quick and accurate processing while adhering to cash protection procedures.
  • Handled high-volume paperwork and collaborated with operations and customer service departments to resolve invoicing and shipping problems.
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
  • Assessed caller accounts to determine loyalty program benefits, identify service needs and resolve issues.
  • Maintained 80% or above for customer data capture at closing of each quarter, exceeding expected goal of 60%
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Performed accurate balancing of all receipts and transactions.
  • Compiled complex cash flow reports monthly.
  • Traced back specific cash transactions to origins.

Operations Supervisor

Topshop
New York, NY
12.2017 - 05.2019
  • Reviewed documentation such as invoices and shipping paperwork for accuracy and compliance.
  • Tracked trends and suggested enhancements that would challenge and refine company's product offerings.
  • Reviewed product flow to identify opportunities to maximize sales.
  • Collaborated with visuals and creative teams to ensure that trends met daily and monthly projections and forecasts.
  • Established and maintained 6 vendor partnerships.
  • Managed 40,000 square foot office space employing 100+ employees.
  • Strengthened business by leading implementation of customer first initiative.
  • Maintained comprehensive knowledge of both sales floor and stockroom to better serve customers and meet demanding sales objectives.

Associate Manager of Operations

Ulta Beauty
Houston, TX
09.2016 - 02.2017
  • Led team of 60 in opening of new store.
  • Led weekly shipment processing and placement.
  • Placed orders for store merchandise, marketing, and fixtures.
  • Changed store's marketing weekly to meet company standards.
  • Trained and evaluated staff in knowledge of KPIs.
  • Balanced cash drawers, handled change orders, and counted bank deposits.
  • Planned budgets and authorized payments and merchandise returns.
  • Generated repeat business through exceptional customer service.
  • Cross-trained and coordinated scheduling with team members to ensure seamless service.
  • Operated cash register for cash, check and credit card transactions with 95% accuracy.

Co-Manager

AGACI - Houston Galleria
Houston, TX
09.2015 - 09.2016
  • Executed manager on duty responsibilities efficiently to positively impact business.
  • Tracked and analyzed sales and customer trends in order to maximize sales and revenue while minimizing expenses in two locations
  • Prepared daily work schedules for and assigned tasks to 30+ employees
  • Monitored hourly sales and KPIs (SPH, UPT, DPT)
  • Communicated effectively with associates to coach and develop skill sets.
  • Oversaw loss prevention awareness amongst all team members.
  • Ensured efficient staff development through recruiting and training.
  • Oversaw placement of merchandise based on shop concepts and sell through.
  • Developed and maintained morale for staff through open communication.

Department Team Lead

Urban Outfitters - Houston Galleria
Houston, TX
11.2012 - 09.2015
  • Utilized positive communication skills to cultivate peers teaching peers environment.
  • Engaged with customers closely to ensure enhanced shopping experience.
  • Maintained high-level product knowledge. Received 95% positive marks for conveying product features and benefits, as reported in customer surveys.
  • Analyzed weekly sales in Women's apparel and Women's Accessories departments to create directives for teams.
  • Exhibited strong leadership skills by mentoring sales associates and leading store orientations for new hires.
  • Delegated tasks within departments to meet sales goals and improve business.
  • Merchandized product to abide by company tradition and foster sales based on customer demographics.
  • Frequently aided in morning shipment process.
  • Helped open and close store effectively.

Education

Bachelor of Arts - Creative Writing

University of Houston
Houston, TX
12.2015

Skills

  • Strong verbal communication
  • Staff training and development
  • Client account management
  • Pre-Employment Screening
  • Customer Complaint Resolution
  • Operating Procedures and Policies
  • Reading Technical Manuals
  • Resolving Technical Problems

Timeline

Customer Support Advisor

Squarespace Scheduling
02.2022 - 09.2022

Customer Experience Supervisor

Adidas
06.2020 - 07.2020

Operations Supervisor

Topshop
12.2017 - 05.2019

Associate Manager of Operations

Ulta Beauty
09.2016 - 02.2017

Co-Manager

AGACI - Houston Galleria
09.2015 - 09.2016

Department Team Lead

Urban Outfitters - Houston Galleria
11.2012 - 09.2015

Bachelor of Arts - Creative Writing

University of Houston

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Janel GuptonCustomer Success Manager