Maria Georgis

I’ve led transformative initiatives to elevate the customer experience and unify communication across all touchpoints — from our Help Center and Stylist Chat to appointment booking and on-site widgets. Most recently, I oversaw the migration from Zendesk to Gorgias, where I built AI-driven workflows that reduced response times and streamlined operations. My focus has always been on delivering empathetic, consistent, and high-touch service — personally managing client interactions across email, chat, internal systems, and social platforms to ensure every customer feels valued. I also maintain SLA compliance with global retail partners such as Farfetch, Amazon, Moda Operandi, OLIVELA, and INSEAM by designing customized order and return workflows that balance efficiency with brand integrity. I partner closely with executives to provide actionable insights into KPIs, SLAs, chargebacks, fraud cases, and customer satisfaction through clear, data-informed reporting. ✨ Key Highlights • Shortened fulfillment times by redesigning domestic and international logistics strategies. • Delivered transparency through weekly reporting on KPIs and open orders. • Upheld luxury brand standards by overseeing packaging distribution across DTC, retail, and warehouse channels. • Increased system reliability and efficiency by supporting Shopify, Loop, Apparel Magic, PowerHouse, Globale, Logic Broker, Fabric, Mirakl, Klaviyo, and Fredonomics. • Boosted online conversion rates by identifying site issues, improving UX flows, and introducing Wishlist and flexible payment options. • Protected revenue through proactive fraud mitigation and chargeback management. • Strengthened product quality and customer trust by partnering with Production on fast issue resolution.

I thrived at the intersection of retail operations, customer experience, and brand storytelling. I grew seasonal sales and strengthened customer loyalty through immersive in-store activations — from festive holiday hot chocolate queues to springtime bellinis. I amplified the VIP and retail client experience by delivering thoughtful, high-touch service across text, email, and phone channels. Behind the scenes, I ensured operational accuracy by managing vendor POs, Shopify uploads, iFlow transfers, and inventory audits — securing stock integrity and minimizing loss. When I transferred operations to NYC as a keyholder, I played a pivotal role in expanding the retail footprint and stabilizing day-to-day operations. ✨ Key Highlights • Tripled NYC store revenue by rebranding the in-store experience, restructuring staff, and hosting high-traffic events. • Reduced excess stock by 50% by relocating underperforming inventory and optimizing assortments. • Built and led a high-performing team of seven across retail, fulfillment, and customer service. • Maintained sales and service during COVID by fulfilling high-volume jewelry orders with a lean team. •Attained 95% of self-set weekly sales targets, consistently exceeding goals during peak periods and maintaining strong performance during slower weeks. • Earned recognition for versatility and curiosity, consistently entrusted with responsibilities beyond my formal role.

I delivered white-glove experiences for VIP clientele by curating personalized showroom interactions, private drop-offs, and bespoke service touchpoints. I enhanced customer satisfaction and convenience by introducing premium services such as gift wrapping, home delivery, and curbside pickup. To strengthen relationships with high-end clients, I provided proactive outreach on new arrivals and exclusive stock updates. ✨ Key Highlights • Maximized brand presentation and sales readiness by overseeing daily showroom operations, visual merchandising, and inventory restocking. • Reinforced brand prestige and exclusivity by coordinating private events and personalized client experiences. • Increased brand loyalty and retention by setting elevated service standards aligned with the expectations of ultra-luxury clientele. • Enhanced brand visibility and reputation in the niche luxury market by delivering consistently memorable experiences.

I amplified global fulfillment accuracy and customer satisfaction by managing two 3PL partners and enforcing SLA compliance across markets. I reduced international delivery issues and customer complaints by leading the transition from an underperforming French warehouse to a high-performing Belgian facility. Through consistent reporting and cross-functional collaboration, I provided leadership with actionable insights to optimize DTC operations and strengthen fulfillment performance. ✨ Key Highlights • Maintained a 24-hour customer response standard while personally resolving up to 300 daily inquiries from international and domestic customers. • Strengthened retail and e-commerce performance by partnering with 10+ global store managers to resolve escalated service and fulfillment issues. • Safeguarded revenue and customer trust by stabilizing global operations throughout the warehouse transition. • Enhanced sales conversion and customer retention by improving the company’s capability to serve both DTC and retail channels efficiently.