Tasnuva Awal

Deliver responsive support to customers across all platforms including email, socials, and web reviews. Provide expert knowledge on the product line, and production process, plus care and proper use suggestions. Work to reduce response time while increasing customer engagement and overall customer experience. Ensure customer-related issues, feedback, and data are tracked and consolidated in the CSS system, efficiently communicated to all relevant team members, and resolved in a prompt and friendly manner. Analyze both quantitative metrics and qualitative feedback (internal and external) to support department goals and measure success against defined KPI metrics. Collaborative project management that facilitates customer engagement and supports sales goals such as new customer acquisition, return customer investments, etc. Assist in any new hire onboarding and training, as needed

Responsible for customer inquiries through Zendesk, Stamped, SMS, Instagram. Collaborated with E-commerce and Operations to foster relationships with prospects and customers. Maintained a CSAT of 100%, with a response rate of 1.5 hour max. Worked alongside CSX Lead to write out KPI weekly & monthly reports that spoke to customer feedback and build acquisition.

Navigated customers through the Kinn shopping experience, managing CX tickets daily through Gorgias, Live Chat, and Phone Calls. Built CX driven KPI Metrics, to help achieve attainable goals. Worked closely with OPs, Design & Fulfillment team to streamline the inventory process, and ensure customer orders were processed within a timely manner. Drove an influx of in person & digital styling appointments, bringing in an estimated revenue worth $15k within the beginning of Q4.

Assisted in launching the first West Coast showroom; promoted to Keyholder within the first 4 months. Guiding customers through in person styling, live chat, phone, and email to problem solve and enhance the customer experience journey. Establishing daily performance goals, exceeding monthly revenue targets over 30%. Strategized KPI metrics: achieving an AOV of $255 and UPT at 1.84 for quarterly goals.

Provided detailed customer service for luxury clientele. Engaged and fostered new sales through phone/email follow-up and customer outreach. Knowledgable with all seasonal flowers and bouquet curation.

Responsible for buying in high-end designer clothing from everyday clients and acquiring knowledge of all current fashion trends. Oversaw the visual layout of the store, finding approachable ways to market Wasteland’s brand. Provided styling and retail assistance to customers.