Award-winning customer service leader with a decade of experience improving the customer experience, and implementing strategies for customer onboarding, engagement, support and retention.

San Francisco-Bay Area

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Experience

Depict

Depict

4/2018 - 4/2019

San Francisco

Head of Customer Support

Developed and maintained customer relationships to promote retention and
loyalty to the Depict brand.
Monitored all customer issues and resolved escalations promptly. 
Implemented new tools to measure and strengthen KPI's, and customer feedback.
Created and analyzed weekly reports for the CEO and Depict Leadership Team. 
Tracked and delivered customer feedback to Product Design team for improvement of user experience.
Assisted with creation of the Customer Journey to identify and resolve pain points. 

Modsy

Modsy

6/2017 - 3/2018

San Francisco, CA

Customer Success Manager

Built a new ecommerce CS team that scaled our NPS over 50 points.
Developed training for my team, to improve our metrics, and maintained an average response time of under 2 hours. 
First Modsy employee to head our combined Support Team, consisting of Style, Customer Service, and Order Concierge.
Won Second Place in the Stevie Award's for Customer Service Success.
Created weekly reports for our CEO and Leadership team to recap metrics, escalated issues, and product feedback. 

Gymboree logo

Gymboree Headquarters

4/2017 - 6/2017

San Francisco, CA

Merchandising Coordinator

Analyze department sales trends and top performing styles.
Managed all department samples, and created merchandise SKUs

Sam hubbard

Samuel Hubbard Shoe Inc.

10/2015 - 2/2017

Mill Valley, CA

Customer Success Lead

Managed a team of 5 associates. 
Developed the first Customer Service training guide for the company.
Generated weekly reports for the CEO covering product feedback, consumer trends, and inventory.
Managed Customer Service communications between company headquarters and distribution warehouse.
Lead the team during the 2016 year to win second place in the 2017 entry for Customer Service Department of the Year at the American Business Awards (Stevie Awards).  


Club monaco

Club Monaco

8/2015 - 10/2015

San Jose, CA

Store Manager

Nordrstrom

Nordstrom

8/2009 - 3/2015

San Francisco- Bay Area

Department Manager

Maintained best in class service.
Managed 4 teams, totaling 26 employees, and 2 assistant managers.  
Managed 3.9 million dollar total in combined departments. 
Promoted 6 employees.
Won #1 item sales in our region, and top 10 in the company for best selling item driver during 2013 Anniversary Sale.



Education

Academy of Art University

Fashion Merchandising

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