Melissa Fischer
Jersey City,NJ
Summary
Versatile professional skilled in account management, marketing, and cross-departmental collaboration. Leveraged strong relationship-building abilities to achieve exceptional client retention and sales outcomes. Proficient in analyzing consumer behaviors and delivering training to enhance team performance and customer satisfaction.
Overview
14
14
years of professional experience
Work History
Coordinator, Digital Experience, ADX
Shiseido Americas
New York, NY
11.2021 - Current
- Supported projects by creating marketing presentations that analyzed competition and consumer behavior for Digital Experience (ADX) department
- Act as liaison between Marketing, IT, and E-Commerce departments to test web promotions during development stages within testing environments prior to launch
- Train Call Center staff on resolving escalations for multiple brands by writing and publishing SFSC knowledgebase articles regarding CRM promotions and SOPs on OMS systems
- Collaborate with project managers and third-party vendors when implementing new programs
- Compiled and analyzed forecast and actual sales reports for five US and CA brands to inform strategic decision-making
- Conduct weekly Quality Assurance reviews and provide feedback and scores to Call Center Leads
- Assist in Workforce Management planning and monitoring for the company call center
- Review NARS Pro application submissions to either accept or deny artists into the program
- Processed backorder and return exceptions within the Order Management System to ensure accurate inventory levels.
- Generated and tested JIRA tickets for brand websites and marketing promotions to ensure timely resolution of issues
E-Commerce Coordinator
Tory Burch
Jersey City, NJ
10.2018 - 10.2021
- Exceeded both service and sales KPIs defined by the E-Commerce Department
- Supported all channels of communication within E-Commerce platform
- Developed strategies to retain clients, renew accounts, and achieve sales goals
- Managed client relationships and de-escalated issues for improved customer satisfaction
- Communicated resolutions and reviewed accounts to sell effectively to new or existing clients
- Ability to sell inventory best equipped to customer needs using product knowledge and feedback
- Supported Culture Committee goals by collaborating with team members to enhance workplace culture. and reviewed applications for the Tory Burch Foundation
Institutional Account Manager
The Princeton Review
Edison, NJ
05.2017 - 10.2018
- Served as main contact for program inquiries across Northeast territories, enhancing client communication
- Supported school administrators and districts, fostering strong relationships to facilitate program implementation
- Coordinated with clients to create customized schedules and assign to the appropriate program
- Conducted implementation meetings to schools regarding program design alongside sales team
- Maintained positive connection with existing programs and held a 90% retention rate for accounts
- Developed and presented final reports highlighting score improvements and demonstrating product effectiveness
Client Services Coordinator
The Princeton Review
Edison, NJ
10.2013 - 05.2017
- Assisted clients in identifying programs that aligned with their educational goals, enhancing their opportunities for success.
- Addressed program logistics inquiries related to scheduling, staffing, materials, and reports, ensuring client clarity and satisfaction.
- Gathered and organized information for the Legal Department to facilitate contract creation, supporting compliance and operational efficiency.
Operations Assistant
The Princeton Review
Edison, NJ
10.2012 - 10.2013
- Managed small group courses by creating and coordinating custom schedules to meet client needs
- Facilitated honors program by issuing course details and evaluating qualifying scores, supporting academic excellence
- Communicated course enrollment information to clients, ensuring clarity and accuracy
Education
Master of Science - Business of Fashion
Rutgers University - Rutgers Business School
Newark, NJ10-2022
Bachelor of Arts - Communication Studies, Italian Studies
College of Charleston
Charleston, SC05-2012
Skills
- Marketing
- Account Management
- Salesforce
- OMS
- JIRA
- Microsoft Office: Outlook
- Excel
- PowerPoint
- MS WORD
- Collaboration
- Cross-functional collaboration
- Relationship management
- Communication skills
Skill Areas
- Account Management
- Collaboration
- Marketing
- Building and Maintaining Relationships
- Written and Verbal Communication Skills
- Cross Functional Teams
Timeline
Coordinator, Digital Experience, ADX
Shiseido Americas
11.2021 - Current
E-Commerce Coordinator
Tory Burch
10.2018 - 10.2021
Institutional Account Manager
The Princeton Review
05.2017 - 10.2018
Client Services Coordinator
The Princeton Review
10.2013 - 05.2017
Operations Assistant
The Princeton Review
10.2012 - 10.2013
Master of Science - Business of Fashion
Rutgers University - Rutgers Business School
Bachelor of Arts - Communication Studies, Italian Studies
College of Charleston