Jaylen Otero
New York,NY
Summary
Adaptable store and service professional with progressive leadership experience in retail operations and customer support. Strengths include CRM software, scheduling, training, and quality control. Proven ability to resolve issues quickly, support staff performance, and maintain efficient, customer-friendly operations.
Overview
7
7
years of professional experience
Work History
Customer Service Representative Team Lead
Merz B. Schwanen
02.2024 - 03.2026
- Resolved complex customer issues with accurate, professional communication across email and phone channels
- Supervised customer service workflows, ensuring timely response to inquiries and order updates
- Trained team members on product knowledge, service standards, and escalation procedures
- Reviewed orders, returns, and shipping exceptions to maintain service accuracy and consistency
Interim Store Manager & Customer Concierge
Merz B. Schwanen
02.2024 - 03.2026
- Oversaw daily store operations, ensuring smooth workflow and customer satisfaction.
- Managed store employees successfully in a fast-paced environment through proactive communication and positive feedback.
- Trained and developed staff on customer service standards and product knowledge.
- Assisted with hiring, training and mentoring new staff members.
- Managed store employees successfully in a fast-paced environment through proactive communication and positive feedback.
Retail Consultant
Aēsop
07.2019 - 03.2023
- Delivered personalized client consultations, recommending skin, hair, and body care aligned with individual needs.
- Placed special orders, submitted online, orders, or contacted other stores to find desired items.
- Promoted sales by setting up displays and organizing and arranging merchandise as a VM Advocate, working in concert with the VM team.
- Processed point-of-sale transactions accurately while supporting seamless checkout experiences.
- Met and exceeded monthly and annual store sales, utilizing MUT and UPT records in order to achieve success.
Education
Associate of Arts - Digital Media
Technical Career Institute
New York, NY06-2017
Skills
- Complaint resolution
- CRM software
- Call center operations
- Operations oversight
- Appointment scheduling
- Calendar scheduling
- Stock management
- Staff onboarding
- Team leadership
- Staff development and training
- Quality control
- Team management
Accomplishments
- Worked closely with Fashion Publications such as GQ Magazine, as well as celebrity stylists. Responsibilities included overseeing brand collaborations, wardrobe sourcing, and crisis + logistics management. Sample tracking and product loans for artists on tour.
Timeline
Customer Service Representative Team Lead
Merz B. Schwanen
02.2024 - 03.2026
Interim Store Manager & Customer Concierge
Merz B. Schwanen
02.2024 - 03.2026
Retail Consultant
Aēsop
07.2019 - 03.2023
Associate of Arts - Digital Media
Technical Career Institute