Mónica Chapel
Miami Beach,FL
Summary
Results-driven CRM Operations and Marketing Manager bringing 10+ years of experience in lifecycle marketing, promotion and optimization. Skilled in developing lasting client rapport based on knowledgeable support and consistent service. Proficient in developing and applying advanced strategies to accomplish promotional goals. Demonstrated success in building networks and supporting branding objectives. Continuously proving the ability to multi-task with a sense of urgency in a fast-paced environment while maintaining a strong attention to detail.
Overview
7
7
years of professional experience
Work History
CRM Operations Manager
Privé Porter
Miami, Florida
04.2023 - 11.2024
- Salesforce CRM Optimization
- CRM Integration: Salesforce Shopify Integration, Ebay Integration and Whatsapp Integration
- Provided technical expertise in the design and implementation of automated systems used in the operations department.
- Consolidate all system operations into Salesforce: Inventory, SKU labels, Invoicing and Purchase Order design and development
- Manage customer leads from website to Salesforce for data capture
- Responsible for hiring and managing a Salesforce Development Team
- Collaborate with the web developers and design team, to improve inventory layout, newsletter blog posts and data/lead capture
- Project Management: Oversee the plans and execution of new store location
Regional Operations Manager
The RealReal, Inc.
Miami, FL
03.2019 - 03.2023
- Educate employees on corporate policy and CRM procedures to improve operations outcomes.
- Weekly reporting and process strategy to increase supply value and budget maintenance.
- Improved Zendesk processes to increase our NPS and client support services
- Oversee multi-million dollar inventory control functions and report discrepancies to corporate product partners to increase system functionality within our offices.
- Assessed projects' progress and prioritized tasks to keep project/training team on track.
- Drive performance improvements by collaborating with senior leadership to plan and implement new training initiatives.
- Trained, managed and motivated employees to promote professional skill development.
- Analyze variable data for CRM operations to determine areas for improvement, increased efficiency and expert utilization.
- Developed corporate objectives and strategies collaborating on quality metrics and key
performance indicators (KPI), as well as strategizing with cross-functional teams on improvement measures related to quality. - Spearheaded cross-functional initiative to achieve business goals driving increased revenues and profits.
- Partnered with Retail Operations team to open 13 stores, assisting our Project Manager with remote and on ground support prior and after openings.
Senior Client Manager
The RealReal, Inc.
Miami, FL
07.2017 - 03.2023
- CRM Management: Focused on achieving highest level of expectations to meet client and company satisfaction while providing timely and accurate delivery of client communications.
- Collaborated with sales and other internal partners to provide accurate and effective implementations.
- Valued for input on general operational decisions, goal setting, staff planning and policy development.
- Created presentation materials and trainings that supported sales team members to drive growth and development.
- Evaluated employee progress and compliance while identifying areas for additional coaching by monitoring daily performance.
- Mentored and internally promoted successful company sales and client managementstaff into leadership positions to drive company growth.
- Trained operations/support teams on LCO processes
Office Concierge
The RealReal, Inc.
Miami, FL
09.2017 - 06.2018
- Organize delivery of inbound consignment from the sales and vendor teams, and in-person appointments
- Receive and locate all consignments into our operating system - ensuring all consignments are accurately counted with the correct NPL label or packing list.
- Maintain deadlines in our service level agreements in partnership with the valuation and client manager team.
- Oversee logistics of outbound shipments or transfers to our eCommerce facility or returns to consignors in a timely manner
- Assume responsibility for loss prevention and safety guidelines within the location, including the organization of space.
Education
Associate of Arts - Fashion Design
Miami International University of Art And Design
Miami, FL03.2013
BBA - Marketing
Universidad Sagrado Corazon
San Juan, Puerto Rico08.2004
Skills
- CRM Operating Procedures and Policies
- CRM Marketing Strategies and Campaigns
- Statistics Analysis and Metrics Reporting
- Customer Journey Optimization
- Strategic event planning
- CRM Integration
- Team Recruiting, Onboarding and Training
- Supervisory role background
- Customer and vendor relations
- Knowledge of performance tracking
- Outstanding Communication Skills
- Cross-functional Team Management and Projects
- Project Management 13 Store Openings
Achievements
- Spearheaded new consignment CRM operations process, maximizing productivity and consignor journey
- CRM Segmentation Reporting to strategize event locations and revenue
- Managed 20+ Offsite Events to increase our supply value
- Managed Valuation Managers workflow operations increasing supply value and maintaining service level agreement
- LP Collaboration to establish new processes and decrease shrinkage percentage
- Weekly meetings and process trainings with Sales Team to increase productivity and sales
- Project Management and Retail Ops collaboration to open 13 Brick and Mortar stores
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
CRM Operations Manager
Privé Porter
04.2023 - 11.2024
Regional Operations Manager
The RealReal, Inc.
03.2019 - 03.2023
Office Concierge
The RealReal, Inc.
09.2017 - 06.2018
Senior Client Manager
The RealReal, Inc.
07.2017 - 03.2023
Associate of Arts - Fashion Design
Miami International University of Art And Design
BBA - Marketing
Universidad Sagrado Corazon
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