Shay Troisi
Miami,FL
Summary
Results-driven operations and customer experience professional with a strong track record of optimizing workflows, elevating service standards, and driving team performance. Skilled in Salesforce, Gorgias, and Shopify, with a collaborative approach that consistently improves customer satisfaction and streamlines processes. Recognized for analytical thinking, problem-solving, and delivering measurable impact across operations and support. Seeking to contribute to a dynamic organization focused on operational excellence and customer-centric growth.
Overview
8
8
years of professional experience
Work History
Customer Service Manager
The Noli Shop
Miami, Florida
01.2025 - Current
- Oversee customer support operations via Gorgias, managing high volumes of inquiries across multiple channels.
- Resolved escalated complaints involving fulfillment delays, damaged items, and sizing concerns.
- Collaborated with warehouse and operations teams to address inventory and shipping discrepancies.
- Utilized Shopify and Returnly to process refunds, exchanges, and replacement orders efficiently.
- Monitored daily order flow, proactively communicating with customers regarding backorders and stock issues.
- Delivered exceptional support for VIP customers to enhance retention and loyalty.
- Analyzed customer feedback and return data, identifying quality control issues to inform product decisions.
- Maintained positive brand voice in all communications during high-pressure situations.
Customer service, Operations & Logistics
The RealReal
Miami, FL
11.2021 - 12.2024
- Delivered white-glove service to high-value clients, swiftly resolving inquiries regarding orders and returns.
- Guided customers through consignment processes, updating them on item intake and pricing.
- Educated clients on navigating curated collections, utilizing promotions, and managing online accounts.
- Assisted buyers and consignors via phone, email, and chat, ensuring seamless luxury shopping experiences.
- Identified and addressed customer issues promptly to enhance satisfaction and retention.
- Oversaw daily intake and organization of luxury consignment inventory to maintain order.
- Coordinated with authentication and merchandising teams to ensure timely product preparation.
- Performed final quality checks before shipping to align with brand packaging standards.
E-commerce Customer Service
Mansur Gavriel
New York, NY
04.2018 - 03.2020
- Responded to customer queries efficiently across different mediums including electronic mail, phone calls, live chatting services and social networks.
- Addressed logistics and returns problems promptly.
- Analyzed customer feedback data to identify trends in customer concerns or areas for improvement in product offerings or services provided.
- Assisted customers in navigating the company's website for product selection and purchase.
- Tracked shipments and communicated updates to customers regarding delivery status.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Assistant Store Manager
Mansur Gavriel
New York, NY
03.2017 - 04.2018
- Managed day-to-day operations including scheduling shifts, assigning tasks.
- Developed strategies for increasing store profitability by analyzing financial data and implementing cost-saving measures.
- Implemented successful business strategies to increase revenue and target new markets.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Assisted in continuous development of effective store associates to achieve desired sales and results.
- Identified areas of operational inefficiency and implemented solutions to streamline processes.
- Created promotional campaigns to increase brand awareness and attract new customers.
- Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
Sales Supervisor
Marc Jacobs
New York, NY
2015 - 2017
- Managed and enhanced skills of sales members, achieving superior customer service.
- Formulated innovative sales strategies to surpass sales goals.
- Used CRM applications to handle client relations and document sales transactions.
- Managed visual elements to maintain a captivating store environment.
- Achieved recognition for exceptional sales achievements.
Sales Supervisor
Stella McCartney
Miami, fl
2013 - 2015
- Managed and guided team of representatives to meet sales goals.
- Implemented tactics to achieve increased market share and revenue in line with company goals.
- Consistently provided constructive, actionable feedback for motivation.
- Supported team efforts by actively participating in sales initiatives.
- Cultivated a collaborative team environment through emphasis on open communication and teamwork.
Education
BA in Mass Communications and Journalism -
Florida International University
Skills
- Microsoft Office Suite
- Shopify
- Salesforce
- Gorgias
- Outlook
- Netsuite
- Loop
- Slack
Accomplishments
- Expert in identifying and implementing process efficiencies to enhance overall operations.
- Commended for exceptional problem-solving and communication abilities.
- Demonstrated ability to tackle challenges with unwavering determination and achieve tangible results.
- Consistent track record of elevating sales and revenue streams. - Expert in identifying and implementing process efficiencies to enhance overall operations.
- Commended for exceptional problem-solving and communication abilities.
- Demonstrated ability to tackle challenges with unwavering determination and achieve tangible results.
- Expert in identifying and implementing process efficiencies to enhance overall operations.
References
References available upon request.
Timeline
Customer Service Manager
The Noli Shop
01.2025 - Current
Customer service, Operations & Logistics
The RealReal
11.2021 - 12.2024
E-commerce Customer Service
Mansur Gavriel
04.2018 - 03.2020
Assistant Store Manager
Mansur Gavriel
03.2017 - 04.2018
Sales Supervisor
Marc Jacobs
2015 - 2017
Sales Supervisor
Stella McCartney
2013 - 2015
BA in Mass Communications and Journalism -
Florida International University
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