Lauren Silva
Rancho Cucamonga,CA
Summary
Customer Service, Retail Operations & Management with Proven success leading the development and profitable growth of high-volume retail operations and Omni channels. Skilled at creating performance-based working conditions that attract top talent and breed teamwork, efficiency, employee engagement, and recognition. Credited with award-winning turnaround management and contributions to top local, regional, and nationally-ranked positions in customer service, inventory control, loss prevention, and overall store and department results.
Overview
25
25
years of professional experience
Work History
Customer Care Manager
Pixi Beauty
Los Angeles, CA
03.2019 - Current
- Manage a global customer service team within the US, UK and Asia
- Maintained Customer Satisfaction by providing problem solving resources and managing staff: in addition to these upholding Pixi's core values.
- Created a seamless brand experiences by ensuring a positive and long-term relationship with our worldwide customers.
- Facilitated growth by engaging with customers to improve the customer service experience within the brand Pixi and Pop
- Introduced Zendesk to the company
- Developed service procedures, policies and standards for Customer Care
- Communicated job expectations by planning, monitoring, appraising, and reviewing job contributions
- Maintained accurate records and documenting all customer interactions for historical feedback
- Achieved customer service objectives by contributing customer service information and recommendations to startegic plans and reviews
- Acted as a role model in regards to customer service standards
- Determined customer service requirements by maintaining contact with customers, visiting operational environments, benchmarking best practices, analyzing information and applications
- Improved customer service quality results by studying, evaluating, and redesigning processes, establishing and communicating service metrics, monitoring, and analyzing results, and implementing change within the team
- Supported customer operational performance by providing help desk resources and technical advice, resolving problems, disseminating advisories, warnings, and new techniques, detecting and diagnosing network problems
- Update job knowledge by participating in educational opportunities, maintain personal networks and participating in professional organization
- Review, approve or deny fraud cases
- Helped build and maintain the technology needed to power the components which enable the user-facing side of Zendesk for agent and customer experience
- Communicate with customers through various channels using Zendesk email, chat and talk
- Communicate with all 3rd parties such as Radial and RSL
- Processed all US Pixi and Pop returns
- Developed and grew the customer service team by providing consistent feedback through touchbases, conference calls and reviews.
- Trained existing and all new hires within the customer service role
- Respond to customer questions or concerns from social media
- Bazaar Voice- Respond to all Target, CVS and Ulta reviews/questions to maintain customer satisfaction
- Okendo- Answer all product question and reviews on the Pixi and Pop website
- SMS Conversation- Provide answers to customers via text, help agents with proper replies and assist with agent feedback regarding interaction
- Provide data reporting to Ecomm team regarding damaged items, returns, promotions, back orders, shipping and all Ecomm related systems and issues
- Update FAQ's on the Pixi Website to be accurate and up to date with the latest information
Store Manager
Sephora
, CA
08.2014 - 01.2019
- Managed multiple store locations in Montclair, Pasadena, and Santa Ana
- Promoted to manage day-to-day operations for a high-volume store and the top-performing store in the district
- Tasked with developing strategies to drive business growth through loyalty programs, events, product knowledge, service, and retail sales
- Forecasted sales and payroll; maintained optimum staffing levels and schedules
- Oversaw all product training while building teams with advanced product knowledge and expertise
- Inherited two low-performing stores based on inventory control and sales results; trained staff on company policies, loss prevention, and customer service delivery, resulting in both stores becoming district leaders and one becoming a top regional and top-10 national performer
- Recognized for building values-based cultures that emphasize expertise, initiative, passion for the client, innovation, teamwork, work-life balance, and respect; increased morale, employee engagement, and bottom-line performance across multiple stores
- Established a in-store social media-based “celebrating women” campaign; helped facilitate a “worst to first” transformation in customer service ranking in the region and top three in the company
- Member of “Star Council”, a select group of top-performing managers from across the country that improved systems, processes, and programs through innovation for the company
- Served as direct point-of-contact for the pilot of Google Express in stores
- Managed reverse logistic by ensuring the timely and compliant processing of RTV’S, transfers, and obsoletes.
Assistant Manager
Sephora
, CA
06.2010 - 08.2014
- Manged multiple store locations in Rancho Cucamonga and Montclair
- Named top Assistance Manager in the region; Selected to accompany Store Managers at special training conferences
- Coached effective upselling and cross-selling methods
- Completed all point-of-sale opening and closing procedures; built relationships with customers and brand partners to increase repeat business
- Ensured the scheduling and completion of accurate cycle counts and compliance with all environmental operation requirements per company standards and policy
- Mentored new consultants; oversaw all product training to build a collaborative customer service team with advanced product knowledge and expertise
- Recruited, interviewed, and attracted top talent while providing succession and development plans.
Lead Manager
Sephora
Rancho Cucamonga, CA
01.2004 - 06.2010
- Charged with staffing, performance management and reviews, coaching, mentoring, salary development and budget allocations
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Managed overstocking, restocking and inventory control procedures during shift.
- Measured team performance and reported metrics to leadership team members
- Promoted brand-exclusive products to increase retail sales
- Managed sales floor to exceed company targets for sales performance, payroll and staffing
- Interviewed and onboarded new employees
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Department Supervisor
KOHL’S
Fontana, CA
01.2002 - 01.2004
Administrative Assistant
MILL MAN STEEL
Fontana, CA
01.2002 - 01.2004
Sales Associate
Victoria’s Secret
Los Angeles, CA
01.2000 - 01.2002
Education
High School Diploma -
Orange High School
Orange, CA06.2000
Skills
- Strategic Planning Staffing/Training Budgeting Team Leadership Sales/Payroll Forecasting Compliance
- Visual Merchandising Inventory Control Loss Prevention Customer Service/Loyalty Culture-Building
- Receiving Reverse Logistics Employee Development Recruiting Budgeting/Cost Controls
- Social Media Platforms
- Call Center Processes
Timeline
Customer Care Manager
Pixi Beauty
03.2019 - Current
Store Manager
Sephora
08.2014 - 01.2019
Assistant Manager
Sephora
06.2010 - 08.2014
Lead Manager
Sephora
01.2004 - 06.2010
Department Supervisor
KOHL’S
01.2002 - 01.2004
Administrative Assistant
MILL MAN STEEL
01.2002 - 01.2004
Sales Associate
Victoria’s Secret
01.2000 - 01.2002
High School Diploma -
Orange High School
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