Robert Sergi

• Developed custom website and lead the design of a D2C web store using WordPress, WooCommerce (CMS) and WPBakery Page Builder with a third-party web developer. Developed unique category trees for products
• Maintain and update the website and store including new pages, product changes, new products, price changes, inventory control, updating web pages and other webmaster duties
• Developed system to organized web store warehouse and complete full inventory count once a year
• Develop, maintain, and execute shipping, FAQs, packing, return, refund and exchange policies and procedures (Using USPS, UPS and ShipStation)
• Maintain proper product levels and inventory control for merchandise and organized backroom to facilitate effective ordering and stock rotation
• Optimized e-commerce fulfillment strategy to minimize costs while maximizing profits and customer satisfaction
• Monthly and yearly sales reporting
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Answer customer emails and call
• Develop new products
• Work with suppliers to compare rates and order product
• Create and update product labels using BarTender
• Establish quality controls for web products
• Manage sales and discounts
• Implemented ticket system (FreshDesk) to streamline Customer service
• Review, pack, and ship orders
• Aid the Finance Department regarding web sales
• ERP system (Priority) for inventory control and ordering new product
• Review web customer surveys, 99% positive customer satisfaction
• Train customer service to web store procedures
• Website maintenance with third party development
• Assist IT Manager with general IT duties: troubleshooting issues and helpdesk
• Write and aid with SOPs, WIs and ISO Procedures
• Share Document Control Coordinator duties with ISO MS Manager
• Developing training program for employees
• Issue corrective actions and aid in maintaining a non-conformances log

General customer service, key holder, answering phones. Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions. Provided positive first impressions to welcome existing, new and potential customers. Daily unit checks including sweeping and cleaning. Using a cash register. Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Engaged with customers to build rapport and loyalty. Helped customers locate products. Prepared merchandise for sales floor by pricing or tagging. Stocking and inventory control of the warehouse. Provided positive first impressions to welcome existing, new and potential customers. Increased sales by offering advice on purchases and promoting additional products. Using a cash register. Keeping the store neat and clean. Merchandising. Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise. Shipping merchandise. Answered customer questions about sizing, accessories and merchandise care.

Preparing for the Overnight, checking in families, helping teachers when needed, preparing snack, helping families set up for bed time, being available all night in case of emergencies, selling t-shirts, and seeing people off in the morning.