Pangian

Account Manager (under Mobius Commerce)- October 2016- Current

• Increased SEO and conversion rates for multiple clients by creating optimizing product listings
• Monitored account health for clients, to significantly reduce reply times to support inquiries (on average by 50%) and creating pro-active content used to reach out to customers for feedback.
• Gather and analyze data for use in reports for sales, advertising and inventory tracking
• Nurture relationships with clients using frequent communication via phone, email and text, including proactive follow-up and project management
• Collaborate with remote team members to increase productivity and encourage continued growth of startup

 Operations Manager- January 2015- October 2016

• Manage daily operations, including direct supervision of customer service and shipping departments (6-9 employees)
• Collaborate with the CEO to increase employees’ skills while integrating new tasks and maintaining current level of productivity
• Increase employee morale using team building activities and regular one on one coaching sessions
• Contribute to continued company growth by managing candidate tracking and on-boarding newly hired staff
• Collaborating with other departments to innovate and document company wide processes
  Position converted to Account Manager with company restructure October 2016

Customer Success Manager- January 2013- January 2015

• Manage daily operations of customer support department (3-6 employees)
• Eliminated excessive hold time for chat and inbound calls
• Resolve escalated customer service issues including troubleshooting account, website or other technical support issues, resolving customer complaints and inventory inquiries
• Collaborate with the CEO to improve customer experience on all platforms including, phone, email chat and retail store interactions
• Improve compliance of policies regarding attendance and department procedures
  Promoted to Operations Manager in January of 2015