Karla Ruvalcaba

• Orchestrates cross-functional collaboration between gallery teams, local warehouses, and bi-coastal distribution centers to meet high-impact client deadlines and preserve visual integrity during delivery. • Serves as a strategic liaison between design, operations, and client services, ensuring every delivery enhanced the brand’s visual narrative. • Conceptualized and launched the “Client Services Form,” a gallery-wide solution to streamline cross-departmental communication for service issues such as product replacements, furniture medic visits, and order modifications. • Assists elevated in-home delivery experiences, ensuring each touchpoint aligned with brand aesthetics and premium service standards. • Acts as the primary point of escalation for complex service challenges, providing decisive guidance and solutions that protected the brand experience and reinforced customer loyalty.

• Focused on creating a positive Client Experience by training and educating team members to elevate service. • Leads and supervises Client Services team to ensure clients needs are met via phone, email or in person. • Oversees Client Swatch Outreach and Client Delivery Hold Outreach, duties include ensuring clients are contacted to increase and drive revenue for Gallery.

• Assist all U.S. Regional Install Leaders on day of installs to ensure smooth and efficient delivery. • Study and examine install guide before day of delivery to guarantee delivery team unload truck chronologically. • Guide and assist delivery team on where each item would land in home in a organized manner. • Lead start-to-finish delivery experience in partnership with the Regional Install Leader. • Certify quality of product being delivered with through inspection when unloaded from truck. • Instantly process returns/exchanges via SalesForce to guarantee client’s satisfaction.

• Lead the full-cycle delivery experience; steward of product as it enters the client’s home. • Interacted & provided leadership to the delivery team and partners to ensure quality on all standards and processes. • Provided coaching and feedback to delivery team when needed to create strong partnerships. • Deep understanding of company policies, process and products in order to provide solutions in-real time to clients, delivery teams and partners.

• Communicated and implemented the global visual merchandising strategy, tailoring it to store needs based on space, product mix, customer profile, and local climate. • Identified and supported the development of potential high-performing visual team members in collaboration with the Regional Visual Merchandising Manager. • Regularly analyzed sales data and KPIs to inform design priorities and optimize product placement and display strategy. • Led the planning, execution, and adaptation of visual merchandising concepts, ensuring alignment with sales goals and customer experience standards. • Played a key role in new store openings, executing high-impact visual setups and mentoring new staff in brand standards and display execution. (Miami Design District and World Trade Center locations) • Fostered an environment of open communication, motivation, and collaboration among team members, consistently modeling company values and standards.

• Responsible for implementing and maintaining visual displays across the store ensuring all departments are merchandised to standard. • Planned and installed window displays including application of vinyl’s, mannequin styling and prop building. • Followed directives from London Office with ability to adapt to own location. • Oversaw furniture layout changes in compliance with visual updates, seasonal transitions, safety regulations, and promotional events. • Ensured and trained sales staff had knowledge of visual display standards.