MIA CASTELLUCCI

• Led bicoastal Customer Experience and Logistics departments, managing a team of three, including the Logistics Lead, to deliver exceptional service across luxury wine sales, fulfillment, and private storage operation.
• Implemented SLAs and achieved performance goals by streamlining operations with scripts and automation tools.
• Drafted and rolled out comprehensive SOPs during a full system go-live, standardizing processes and driving team adoption.
• Interviewed, onboarded, and trained new Customer Experience team members, cultivating a high performing, service driven team focused on quality and productivity.
• Directed global logistics and inventory management, including international imports (air and ocean freight) and nationwide shipping operations.
• Collaborated cross-functionally with sales, warehouse, finance and logistics teams while reporting directly to C-suite leadership to ensure a seamless, white-glove client experience

Key Achievement:

• Increased a key revenue stream by 90% year over year, despite a 30% decline in shipping and sales volume, through process standardization and operational efficiency improvements.
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.

• Managed diverse portfolio of accounts, expertly guiding clients through entire label printing process, from initial inquiry to final delivery, ensuring deadlines are met and quality standards are upheld.
• Facilitated cross-functional collaboration with executive leadership, procurement, quality, and production teams, ensuring alignment with client expectations to boost overall customer satisfaction and project success.
• Participated in various Kaizen initiatives, including front-end process mapping, label improvement, and gemba walks.
• Root Cause Analysis
• Drove process improvements using data analytics to refine tooling, artwork, and technology, leading to smoother production runs, a decrease in rework, and advancing toward 100% efficiency in all jobs.
• Maintained accurate records of client interactions, orders, and project status via Salesforce.
• Led weekly production meetings to deliver order status updates while aligning with clients on forecasting needs.

Key Achievement:

• Cut lead times from PO receipt to press by 75% (8 weeks to 2 weeks) through front-end process mapping and effective change management with senior colleagues.

• Guided clients from initial project inquiries through entire printing process including sourcing materials, ordering materials and tooling, initiating proofing requests, ensuring proof accuracy, conducting contract review and following project through to completion
• Hosted press checks for clients printing new label designs or colors not previously printed, ensuring color match to desired target and accuracy with embellishments such as hot foil stamping, emboss, deboss, or poly emboss, among many others.
• Provided professional advice and guidance to clients on materials, printing techniques, and embellishments to best showcase their wine brand.
• Handled label and quantity revisions with meticulous attention to detail.
• Plant improved from negative revenue to over 500k per month since onboarding
• Maintain client records within ERP system
• Addressed all incoming complaints by actively participating in quality investigations, and guiding resolution processes to proper and satisfactory closure

• Dedicated Customer Service Representative for all brands under corporate entity
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Managed all clubs and inventory ensuring timely release
• Manage all International orders
• Coordinated and managed all active orders including, SKU swaps, date changes, redirects, address changes, warehouse flips, holds, cancellations, replacements, and carrier updates
• Order & account management pertaining to mis-ships, short ships, claims, carrier issues and inventory
• Giving rate quotes, processing data files, and generating labels
• Developed and updated databases to handle customer data.

• Managed all customer relations including product and shipping issues
• Maintained all wholesale accounts and coordinated with sales representatives to meet all client needs
• Answered busy phones and emails
• Assisted marketing department with various campaigns and new product launches
• EDI via SPS Commerce for big box stores like SteinMart, Nordstrom, and Target
• Resolved concerns with products or services to help with retention and drive sales.

• Managed all daily operations in order to provide support for two physicians
• Cared for and processed up to 60 patients per day
• Implemented effective electronic filing systems
• Hired and trained new employees
• Coordinated travel arrangements when necessary