Jennifer Lange
Brooklyn,NY
Summary
Diligent [Desired Position] with solid background in managing customer service teams and optimizing customer satisfaction. Spearheaded initiatives that improved service quality and response times. Demonstrated leadership and conflict resolution skills in high-pressure environments.
Overview
19
19
years of professional experience
Work History
Customer Service Manager
Wagwear
01.2023 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Improved team efficiency by implementing new training procedures and streamlining work processes.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Mentored junior staff members to improve their knowledge of company policies, products, and services.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
E-Commerce Fulfillment Manager
Wagwear
10.2020 - 01.2023
- Responsible for a team of four employees
- Trained employees to handle high-volume work loads during seasonal rushes.
- Collaborated with cross-functional teams to optimize supply chain efficiency and reduce lead times.
- Reduced shipping errors, resulting in fewer returns and exchanges.
- Oversaw yearly sales growth from 1 to 4 million
- Acquired new account with Madewell
- Kept an up-to-date inventory of merchandise in a 3,000 sq ft warehouse
- Communicated with our production team to ensure products were manufactured and shipped on time
- Picked- and-packed orders using the Shopify- Plus platform
- Streamlined fulfillment processes for faster delivery times and increased customer satisfaction.
- Maintained open lines of communication between departments to ensure smooth workflow transitions from incoming orders through final shipment stages.
Inventory Assistant
Catbird
11.2018 - 09.2020
- Received and allocated merchandise to appropriate location
- Check quantity, accuracy, and quality including stock with expiration dates of incoming inventory focusing on consistent and top quality
- Perform daily cycle counts to ensure accurate stock levels and bi-annual physical inventory counts
- Investigate stock discrepancies through reporting and cross-referencing sheets
- Work with the team to ensure inventory accuracy
- Communicated low-stock, reorder and purchase order issues
- Communicated quality problems in a clear, concise way to appropriate team members on next steps
- Assisted in solving order management issues including working in conjunction with the Outbound team to fulfill orders
- RTW designer inventory
- Process damaged stock due to quality and for any other unsellable related issues
- Process warehouse transfers and stock movements
Showroom Sales
Phillips Collection
07.2016 - 07.2017
- Demonstrated customer service skills by greeting customers, answering questions about the collection, writing quotes, providing tear sheets
- Received calls daily, answering questions and educating customers on the collection
- Followed up with interior designers in regard to quotes and translated quotes to purchase orders
- Cultivated and maintained contact with industry leaders in various sectors including interior design, contracting, and hospitality
- Quickly and efficiently learned in house proprietary database
- Communicated efficiently and expediently any needs that arose in the NYC showroom to Corporate Headquarters in High Point, NC
- Team player: responsible for numerous special projects assigned by upper management
Showroom Manager
Ugo Cacciatori
11.2008 - 10.2009
- Responsible for the North American wholesales and distribution of luxury Italian jewelry line
- Scheduled showroom appointments for existing clients as well as researched and marketed potential new clients
- Maintained New York showroom including bi-yearly inventory reports, visual merchandising, communication with Italian team regarding clients orders, re-orders, and return authorizations
- Communicated with and organized press-pulls for celebrity stylists as well as fashion editors making sure brand exposure was strategically on-point
- Oversaw daily showroom operations
Showroom Sales Associate
Apropo Studio
01.2008 - 11.2008
- Responsible for meeting bi-yearly sales budget of wholesales for high traffic multi-brand accessories showroom
- Fostered relationships with existing clients as well as built new relationships
- Organized and maintained showroom collateral including look-books, color cards, pricing lists, and line-sheets
- Communicated with designers and production teams on matters regarding orders, fitting issues, and return authorizations
Events Manager
Kiki De Montparnasse
09.2006 - 09.2008
- Managed the orchestration of on-and -off site events including set-up, coordination, team workflow, and implementation
- Worked closely with talent and hosts to streamline event content to be stimulating, cultural, interactive, and on-brand
- Managed partnerships and sponsorships related to all food, beverage, and décor
- Coordinated event collateral including invitations, store signage, e-vites, and e-mail blasts
Education
Licensure - Real Estate Salesperson
01.2015
B.A. - Communication Studies
University of Kansas
Lawrence, KS01.2000
Timeline
Customer Service Manager
Wagwear
01.2023 - Current
E-Commerce Fulfillment Manager
Wagwear
10.2020 - 01.2023
Inventory Assistant
Catbird
11.2018 - 09.2020
Showroom Sales
Phillips Collection
07.2016 - 07.2017
Showroom Manager
Ugo Cacciatori
11.2008 - 10.2009
Showroom Sales Associate
Apropo Studio
01.2008 - 11.2008
Events Manager
Kiki De Montparnasse
09.2006 - 09.2008
B.A. - Communication Studies
University of Kansas