Wazifa Ishmael
Brooklyn,NY
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
21
21
years of professional experience
Work History
Customer Service Manager, E-commerce
Jonathan Adler, LLC
09.2015 - 03.2023
- Experience with - Shopify, NetSuite, Boomea, Demandware, Zendesk, Yotpo, Orbital, Outlook, Slack, Zoom, Hero, etc
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Retained clients by addressing potential cancellations and offering catered solutions and product knowledge to maintain account status.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing and live chat services.
- Utilized reporting to manage open orders, returns, refunds, gift cards, etc., in addition to identifying trends and areas of opportunity in the business and provide possible solutions
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Expanded and trained the team to include an Assistant Manager and 5+ customer service representatives
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Continued increased sales – 1
- 2018 +9% overall (+8% US site, +27% UK site) 2
- 2019 +10 overall (+8% US site, +35 UK site) 3
- 2020 +96% overall (+94% US site, +124% UK site) 4
- 2021 +23% overall (+21% US site, +52% UK site) 5
- 2022 Flat (2% US site, -27% UK site)
Acting Store Manager
Papyrus, SRG Retail
08.2013 - 09.2015
- Customer orders; Assisted clients with personalized orders from several different vendors (Crane,
- Williams Arthur, etc)
- Prepare in-store invoices for client’s orders, process payments and follow up with clients on the status of their order
- Follow up with vendor through email, fax, and telephone on order status, changes, cancellations, etc
- Keep detailed records of client’s orders and transactions to resolve any issues that arise
- Connect with clients to place reorders of business cards, holiday cards, etc
- Created outreach program for Niquea.D and Papyrus brand
- Inventory management; Receive shipments for the Papyrus brand, Niquea.D brand and third- party vendors
- Reporting discrepancies and damaged merchandise
- Merchandise sales floor and windows per company directive while adding elements to make displays inviting to shoppers
- Train and develop team to ensure fluid shopping experience throughout business hours
- Exceeded company plan for 2014, +6.91 Plan and +10.96 LY
- Consistently in the SRG winners circle since May 2014 ending the year in the Silver Winners Circle
- Reduction in inventory loss by .20%
- First location in NY/CT area to achieve company goal in Perks program, consistently in the top 3 locations since the program launched in October 2014
1st Assistant Manager
Aerosoles
04.2012 - 01.2013
- Assisted in the development of 2nd Assistant Managers, Key Holders, team members and new hires
- Processed and fulfilled online orders as well as orders from different Aerosole retail locations throughout the US
- Source merchandise for clients, place store to store orders
- Inventory management; receiving inventory, processing transfer orders and inventory adjustments
- Execution of weekly markdowns, updating displays to enhance the brand
- Generated clientele through outside marketing utilizing the surrounding business, schools, hospitals, etc.
Co-Sales Manager
The Children’s Place
09.2002 - 02.2012
- Managed payroll, monthly budget, scheduling
- Recruited, interviewed, hired and trained new team members
- Assisted in the development of subordinates which resulted in their growth internally
- Directed the execution of markdowns and pricing events ensuring accurate and impactful displays to boost sales
- Direct, plan and execute floor sets, window changes, etc
- While maintaining high levels of visual and merchandising standards
- Maintained a clean, organized and efficient stockroom ensuring high productivity from stock team
- Ensured daily sales goals were made and worked to keep KPIs elevated
Education
Undergrad - Liberal Arts
Brooklyn College
Skills
- Critical Thinking
- Leadership
- Decision Making
- Ability to work under pressure
- Teamwork
- Staff Training
- Verbal and Written Communication
- Client Relations and Retention
- Customer Experience Management
- Employee Coaching and Mentoring
- Customer Relationship Management (CRM) Software
- Staff Management
Timeline
Customer Service Manager, E-commerce
Jonathan Adler, LLC
09.2015 - 03.2023
Acting Store Manager
Papyrus, SRG Retail
08.2013 - 09.2015
1st Assistant Manager
Aerosoles
04.2012 - 01.2013
Co-Sales Manager
The Children’s Place
09.2002 - 02.2012
Undergrad - Liberal Arts
Brooklyn College
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