Sandra Garaventa

Created policies and procedures to run an efficient office environment, from ordering supplies for the entire company in three locations: CA, VA, and HI, to researching, selecting, and implementing new company VOIP phones post-pandemic, when most of the company's employees transitioned to remote work. Approved credit memos for customer service representatives. Responsible for supervising and approving employee hours for multiple departments, adhering to CA law. Made travel arrangements, hotel accommodations and restaurant reservations, for sales associates, technicians and management/owners attending four to five separate trade shows each year.

Created departmental policies and procedures. Used customer service analytics reports (Zendesk and Netsuite) to make actionable recommendations. Calm interactions in escalated customer situations. Managed team of customer service reps with strong interpersonal skills. Demonstrated strong problem solving and analytic skills. Communicated efficiently and effectively with customers, colleagues and management, with the goal of achieving customer satisfaction and brand loyalty based on superior quality products and a superior support team.

Engaged with customers in the sale of Coach products, driving business through sales strategies, clienteling, sourcing new customers, and maintaining ongoing, productive relationships with customers. Maintained a well-organized sales floor and ensured efficient operations from product representation to point of sale.

Sales support to nine in house sales reps. Timely and accurate entry of sales orders from sales reps, emails, phone orders and fax. Process between 60-100 orders daily in SAP and work closely with accounting on accounts with credit holds. Work closely with sales team on customer orders, verification and finalization. Communicate daily with three warehouses on the timely and accurate delivery of product. Answer phones, direct calls to reps, assess and route customer service issues to the appropriate department for resolution. Create and process all orders for special order accounts.