AX
Sebastien Reani
Ecommerce Specialist
Baltimore,MD
Summary
Proactive Ecommerce Specialist with a history of providing advanced Tier 2 customer service support, including handling inquiries related to orders, returns, refunds, JIRA tickets, and promotional codes. As a process improvement advocate, I have led initiatives to identify emerging eCommerce trends, emphasizing quality and efficiency while generating actionable insights. My skills include generating ad hoc reports, resolving payment issues (PayPal, OMS, fraud), and effectively managing high-profile customer matters. I have a track record of cultivating positive online communities on social media platforms, responding promptly to customer sentiment, and resolving inquiries efficiently. Additionally, I am skilled in maintaining professionalism across various communication channels, defusing customer dissatisfaction, and diagnosing and resolving issues by identifying root causes and implementing optimal solutions. My experience also includes managing account and billing matters, upselling orders, troubleshooting, addressing fraud-related issues, and overseeing returns.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Ecommerce Specialist
Pandora Jewelry
Columbia, MD
02.2023 - Current
- Provided advanced support for Tier 2 customer service escalations originating from both the call center and social media channels, encompassing a wide range of inquiries such as order status, returns, refunds, JIRA ticket assistance, and promotional code support
- Spearheaded and championed a process improvement mindset that identifies emerging eCommerce trends, underscores the importance of quality and efficiency, and yields actionable insights for enhancement
- Generated ad hoc reports employing various tools to identify call type trends and patterns, proactively engaging leadership with recommended solutions
- Resolved payment issues, including PayPal, OMS, and fraud-related concerns, including the removal of authorizations and the identification and management of customers engaged in policy abuse
- Assumed responsibility for addressing and managing high-profile customer matters, including those escalated by entities such as the Better Business Bureau or company executives
- Drove initiatives to boost productivity, reduce costs, uphold, or surpass service level expectations, and promote a center of excellence within the organization
- Continuously monitored and reported on team Key Performance Indicators (KPIs), performance metrics, and contact rates to establish and maintain high levels of customer satisfaction and brand loyalty.
Social Media Representative
01.2022 - 02.2023
- Spearheaded the implementation of a process enhancement strategy geared towards identifying eCommerce trends, emphasizing quality and efficiency, and generating actionable insights
- Effectively managed and addressed inbound inquiries originating from various channels to support both internal and external customers
- Meticulously documented all pertinent information related to inquiries, comments, and complaints, while also recording actions taken within the case management system, Salesforce
- Track and document social media issues that necessitate further investigation and follow-up, utilizing an internal tracking system
- Furthermore, analyze these cases to identify recurring issues and develop insightful reports
- Cultivated a positive online presence for our social communities on platforms such as Twitter and Facebook by promptly responding to and engaging with positive sentiment, thereby contributing to enhanced customer satisfaction
- Swiftly and proficiently resolved complaints from both internal and external customers by identifying the root cause of issues, conducting thorough research for alternative solutions, selecting, and explaining the optimal resolution, expediting corrections or adjustments, coordinating with relevant departments, and diligently following up to ensure resolution and satisfaction.
Customer experience associate
10.2018 - 01.2022
- Engaged with customers proactively and maintained a high level of professionalism across diverse communication channels, including phone, chat, and email
- Adaptability to switch between these channels as required is expected
- Skillfully defused and de-escalated situations with dissatisfied customers, diligently exploring all available options to meet their needs and enhance their experience
- Employed effective questioning techniques to pinpoint the underlying reasons behind customer inquiries, facilitating the identification of optimal solutions
- Systematically diagnosed issues by ascertaining their root causes, conducting thorough research to identify alternatives, and presenting the most suitable solution to address the problem
- This includes expediting corrections or adjustments, collaborating with relevant departments, and ensuring resolution and satisfaction through meticulous follow-up with customers
- Tapped into a deep understanding of the company's resources to identify and harness the most appropriate tools and personnel for issue resolution
- Skillfully managed a spectrum of tasks, including handling account and billing matters, executing order upselling, troubleshooting, addressing fraud-related orders, and overseeing returns, all in accordance with the training guidelines and company policies.
Assistant Manager – Photographer – Sales Lead
Glamour Shots
Columbia, MD
07.2008 - 08.2018
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Spearheaded strategic expansion initiatives, meticulously planning and executing strategies to secure the ongoing success of our studio, ensuring a sustainable and profitable future.
- Played a pivotal role in fostering a high-performance culture by delivering constructive performance feedback to all team members and establishing clear timelines for achieving objectives.
- Acted as a mentor and coach for associates, empowering them to cultivate strong customer relationships, offer expert recommendations, and tailor solutions to meet individual client needs.
- Demonstrated expertise in talent acquisition and development by recruiting, training, and nurturing a dynamic sales team. Maintained flexibility in staff adjustments as needed to optimize performance across the market.
- Assumed responsibility for efficiently managing store associate payroll and coordinating associate/client scheduling, ensuring optimal coverage to meet customer demands.
- Leveraged lighting, backgrounds, and portable equipment to deliver comprehensive photography services both within and outside the studio environment, catering to a diverse clientele.
- Led a highly motivated sales team with a hands-on approach, actively driving them towards meeting and surpassing sales quotas. Continuously explored avenues for enhancing employee and location productivity.
- Conducted comprehensive SWOT (Strengths, Weaknesses, Opportunities, and Threats) analyses within the business and market landscape, utilizing insights to strategically position the studio for increased market share and sustained growth.
Education
Bachelor of Science - International Business
Grenoble Ecole De Management
France 01.2023 - 12.2026
Skills
KEY SKILLSStrong interpersonal and written & oral communication skillsKnowledge managementOutstanding service orientationHigh attention to detailProfessional and personableAnalysis skillsPoised under pressureStrong decision-making skillsTECHNICAL PROGRAMSAXSalesforceMicrosoft Office (Word, Excel, Outlook)WMSIBMClutchAterpayAdyenSignifydKlarnaPaypalSynchronyCRMPhotoshop
Inventory coordination
Client Relationship Development
Report preparation
Sales expertise
International sales support
Training development aptitude
Strategic sales knowledge
Ad development
[Software] expertise
Strategic planning
Employee performance evaluations
Recruiting and interviewing
Staff Management
Business administration
Software
Salesforce
Microsoft Office Suite
WMS
IBM
Clutch
Afterpay
Adyen
Signifyd
Klarna
Paypal
CRMs
Photoshop
Timeline
Ecommerce Specialist
Pandora Jewelry
02.2023 - Current
Bachelor of Science - International Business
Grenoble Ecole De Management
01.2023 - 12.2026
Social Media Representative
01.2022 - 02.2023
Customer experience associate
10.2018 - 01.2022
Assistant Manager – Photographer – Sales Lead
Glamour Shots
07.2008 - 08.2018