Summary
Overview
Work History
Education
Skills
Timeline
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Kim Wang

Montclair,NJ

Summary

Experienced Senior E-commerce Operation Coordinator with a proven track record of driving efficiency and optimizing processes within the retail sector. Skilled in goal-oriented leadership, adept problem-solving, and meticulous training of new hires. Recognized for implementing cost-saving initiatives and spearheading the development of standardized operating procedures (SOPs) for industry leader Dior.

Overview

4
4
years of professional experience

Work History

Senior Operations Coordinator

Christian Dior Couture
11.2021 - Current
  • Manage and optimize the ecommerce platform, ensuring a seamless and user-friendly customer experience with negative NPS weekly outreach, FAQ updates and return policy transparency.
  • Developing omni-channel relationships between E-commerce and Boutique by managing the internal retail to online fulfillment.
  • Analyze weekly data for business performance & trends in consumer behavior and monthly business reviews.
  • Participated in UAT testing environment for STMs updates and omnichannel enhancements.
  • Assisted in budget planning for risk mitigation
  • Optimized UPS lost parcels process, leading to 23% reduction in fraudulent activities
  • Conducted cross-functional training between international partners and new hires in after sales, business operation updates and quality issues
  • Analyzing ROI based on repeat orders, retention on RTS and 30% reduction with client escalations for rejected returns
  • Improve current process times and flow by 60% in client repair, order returns and store to web consolidation/transfers.

Senior Client Advisor

Christian Dior Couture
03.2021 - 11.2021
  • Maintained above 85% on monthly KPI scorecards with case management and contact quality with clients
  • Created interpersonal experience with ecommerce clients by weekly clienteling outreach and research consumer insights.
  • Offering support in cross-functional teams when needed in new-hire training or operational needs such as aftersales support or client de-escalations
  • Developed brand voice and guidelines to ensure consistency throughout all omnichannel contacts.

Copywriter & Authentication Lead

The Real Real
07.2020 - 03.2021
  • Boosted campaign performance by developing engaging and persuasive copy for print, digital, and social media platforms.
  • Reviewed and edited final copy for accuracy and to correct grammar errors to 100% SLA.
  • Completed high-risk counterfeit training over course of 2 weeks and began authenticating high-risk fine jewelry and timepiece creations
  • Monitor and detect counterfeit products in the market by conducting research and analysis.

Education

BBA- Global Marketing and Management -

Pace University
New York, NY

Skills

  • PowerBI
  • Cybersource/ CB911
  • Fluent Commerce
  • Foundations
  • Jira
  • SNOW
  • SalesForce
  • Cision

Timeline

Senior Operations Coordinator

Christian Dior Couture
11.2021 - Current

Senior Client Advisor

Christian Dior Couture
03.2021 - 11.2021

Copywriter & Authentication Lead

The Real Real
07.2020 - 03.2021

BBA- Global Marketing and Management -

Pace University

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Kim Wang