Claudia Hinds

• Responsible for training and onboarding national and international team members
• Responsible for resolving all escalated customer enquiries
• Aid Customer Service Manager in daily, weekly, monthly and quarterly reporting
• Provide outstanding level of customer service to all enquiries via email, phone, live chat, social media and review platforms
• Provide customers with individualized styling and fitting advice
• Ensuring all customer queries are actioned and in alignment with key KPI’S
• Ensuring all customer service is in line with MESHKI tone of voice
• Liaise with key stakeholders in various departments such as Logistics, Warehouse, Design and E-Commerce

Key Achievements

• March 2024 company wide MVP
• Nominated for Online Retail Industry Awards for Customer Service Team Excellence
• Developed a thorough Customer Service handbook that refined and updated Customer Service processes
• Being a primary point of contact for a rapidly expanding Customer Service Team, tasked with overseeing and guiding their initial interactions with customers
• Working to cultivate a company culture centered around providing a highly personalized experience to our customer

● Solely managing 8 brands within the Fashion and Lifestyle industry.
● Managing supplier relationships with weekly and monthly supplier meetings and reporting.
● Strong emphasis on phone sales, where daily KPI’s and budgets are met.
● Welcoming clients into the showroom and manage in person and zoom showings.
● Meeting monthly budget expectations for brands.
● Training retailers and their staff on product knowledge.
● Cross selling all brands throughout the agency and being a brand manager for multiple brands.
● Assisting client and customer enquiries with a 24-hour response time.
● Identifying areas of growth for the business, brands and clients and sharing ideas with the business directors.
● Help and develop brand sales strategy and new innovative ways of selling and managing brands wholesale sales.
● Having strong product knowledge and understanding of the brands working with.

● Executing an exceptional customer service strategy, ensuring SLAs are achieved.
● Being an ambassador for the brand and implementing the brand's tone of voice.
● Acting as a product expert for customers, providing styling advice
and offering personal shopping experience for VIP customers.
● Providing insights to other teams including Marketing, Design and Warehouse based on feedback received from customers and
how we can improve to better their experience.
● Working closely with the Warehouse Team to inspire them with the company's service vision, setting clear objectives, and motivating
them to achieve key KPIs.
● Assess daily/weekly service levels and quality of service; implement
service improvement strategies and sales targets conversions.
● Provide weekly customer feedback reports.
● Manage customer related costs of credits and refunds.
● Providing support to Online Dispatch Coordinator as needed infunctions such as order pick/pack, QC of returns and stock-take
● Managing all incoming exchanges/returns and assessing refunds where appropriate.
● Act as liaison and point of contact for other departments to
ensure a customer focused approach to business initiatives.
● Responding to customer enquiries via email and phone.
● Security and fraud management.

● Client relationship management - managing 5 Major accounts in the Events and Marketing Industry and Art Galleries
● Implementing plans for the delivery of campaigns for key account customers
● Driver management - managing the daily schedule for deliveries and collections using Verizon driver management software and coordinating schedule to the driver
● Driving sales and reaching monthly target of 120K
● Invoicing account customers monthly
● Supplying quotes and bookings for key account customers and new customers regarding packaging and freight costs nationally and internationally
● Outbound sales calls to potential clients
● Customer Service via phone and email
● Client facing communication and skills

● Managing gifting and marketing campaigns for Salesforce and Zoom
● Gaining new account customers and developing relationships
● Maintaining a clear understanding of Air and Sea Freight rules and regulations and staying up to date with changes and delays due to COVID-19 in order to report to clients

● Front of house / reception management
● Client liaison
● Personal assistant to Customer Support Manager
● Assistance with creative flair for presentations to new and existing clients
● Supporting the Customer Services Manager with B2B and B2C
● Working with Vogue Australia with regards to PR
● Developing and executing contractual obligations for Influencers
● Working with Channel 10 on ‘The Bachelor’
● Visual Marketing for Karl Lagerfeld and Brando Shoes

● Maintain customer service levels within the Procore Business Model.
● Assist the leadership team utilising the Procore systems and tools
● Client liaison and stakeholder relationships
● Responding to enquiries utilising social media as well as phone and email
● Inherent understanding of company technology, products and services.
● Obtained experience in Industry Standards and New technologies.
● In depth understanding of Corporate Culture and ethical
standards.

Produced sales reports, collaborated closely with the Finance Department on refunds, managed annual warehouse sales, assessed weekly promotions analytics for reports to E-commerce and Sales Manager.

Handled complaint management and reporting while utilizing Zendesk to accurately record customer contact. Also conducted outbound customer contact through Talk Desk.

Managed a team of up to 10 employees in sales, merchandising, and customer service. Oversaw roster management, cash handling and banking responsibilities, inventory control, and budget planning.

Processed and fulfilled customer orders, efficiently managing inventory and ensuring timely delivery.

Promoted to Assistant Manager and consistently exceeded sales targets while achieving all KPIs.