Stephanie Wilson
Washington
Summary
Customer experience and community-focused professional with 6+ years of experience across retail and digital channels, specializing in product education, clienteling, and customer advocacy. Skilled at translating customer needs into personalized recommendations, resolving complex issues with efficiency, and delivering high-quality, brand-aligned experiences. Experienced in developing resources, optimizing workflows, and leveraging customer insights to improve service quality and operational consistency.
Overview
4
4
years of professional experience
Work History
Community Engagement Lead (Keyholder)
Glossier
02.2024 - Current
- Ranked top 5 company-wide in sales performance, generating $755K+ in revenue across tenure
- Led clienteling strategy by developing outreach templates and coaching team members on post-visit digital engagement, strengthening customer relationships and driving repeat loyalty
- Conceptualized and executed community-driven in-store events, including education-focused “GRWM” experiences that increased engagement and positioned the store as a destination for beauty discovery
- Partnered with store leadership to analyze KPIs and implement targeted sales strategies, driving a 4% increase in AOV through team coaching, product education, and customer experience optimization
Retail Digital Editor (Gteam)
Glossier
01.2025 - 02.2026
- Delivered high-volume, multi-channel customer experience across live chat, email, and social platforms, resolving 30+ inquiries per hour while maintaining a focus on skincare troubleshooting, order support, and personalized recommendations
- Engaged with the digital community across Instagram, TikTok, Facebook, and Twitter, blending real-time support with brand voice to foster loyalty and enhance the online experience
- Developed and optimized FAQ templates and response macros, contributing to scalable CX systems and consistent brand storytelling across digital channels
- Provided tailored skincare and makeup education, translating product knowledge into accessible routines that informed purchasing decisions and improved customer confidence
Editor (Sales Associate)
Glossier
07.2022 - 01.2024
- Recognized as a top-performing Editor for exceeding sales and customer satisfaction KPIs in a high-volume retail environment
- Delivered personalized skincare consultations and product education, bridging brand knowledge with individual customer needs to drive conversion and long-term loyalty
- Managed order, shipment, and product troubleshooting inquiries, ensuring seamless resolution while maintaining workflow efficiency and a high-quality customer experience
Education
Associate of Arts - General Studies
Howard County Community College
Skills
- Customer Support Tools: Gorgias, Shopify
- Order Management & Troubleshooting
- Product Knowledge & Education
- Customer Insights & Feedback Analysis
- Cross-Functional Collaboration
- UGC Curation & Community Engagement
Timeline
Retail Digital Editor (Gteam)
Glossier
01.2025 - 02.2026
Community Engagement Lead (Keyholder)
Glossier
02.2024 - Current
Editor (Sales Associate)
Glossier
07.2022 - 01.2024
Associate of Arts - General Studies
Howard County Community College