Madeleine Krs
Summary
At H&M, I have demonstrated first-contact resolution and significantly elevated customer satisfaction. I love our customers and have a deep understanding of both the operational and technical facets within the fashion industry. I have a deep passion for foreign languages and wish I could learn them all, although I just B2 level Spanish to start. I thrive in fast paced environments, and feel the most myself identifying opportunities to drive continuous improvement in a way that is strategic but most importantly, simple.
Overview
7
7
years of professional experience
Work History
Multimarket Customer Service Agent
H&M
09.2024 - Current
- Driving first contact resolution with exceptional customer service.
- Tracking relevant time spent on with contact
- Monitoring customer interactions on a monthly basis to ensure the highest level of service.
- Maintaining updates on products, services, and promotions for US and Canada markets.
- defining product specs for any garment specific questions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
AI Consultant
Joy Helps
11.2023 - 02.2024
- Driving the development of an intuitive, conversational-based AI.
- Quantified technical feedback from pilot partnerships.
- Identifying powerful use-cases and enabling wellness-focused solutions.
- Mapped out strategic product roadmap.
- Lead the UX/UI design using Figma
Strategic Account Representative
SMS Assist
03.2019 - 03.2023
- Managed the logistic needs of 40 retail locations
- Understand client facilities budget to determine appropriate spending
- Conduct detailed reports outlining updates on existing projects to meet budgetary expectation
- Develop and maintain positive vendor relations to ensure superior customer satisfaction
- Receive and handle customer and client email requests for services
- Manage real-time inquiries while keeping track of and responding to commitments to follow up with customer/vendor inquiries
- Identify, research and resolve customer issues using the company’s web-based systems and databases
- Handle client escalations and resolve them in real time with vendors
- Maintain constant communication with SMEs to justify quote approvals
- Interpreted financial data to identify trends and opportunities.
Operations Specialist
SMS Assist
01.2018 - 03.2019
- Performed research projects for future proposals.
- Edited and reviewed case studies
- Oversaw production of creative briefs
- Focused specifically on research and strategic planning
- Created and managed project plans, timelines and budgets.
Education
Bachelor of Arts - Theatre
Radford Univeristy
Radford04-2017
Languages
Spanish
Limited Working
Timeline
Multimarket Customer Service Agent
H&M
09.2024 - Current
AI Consultant
Joy Helps
11.2023 - 02.2024
Strategic Account Representative
SMS Assist
03.2019 - 03.2023
Operations Specialist
SMS Assist
01.2018 - 03.2019
Bachelor of Arts - Theatre
Radford Univeristy
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