Diana Beltran

Analyzed and reported on end consumer inquiry information to identify key business opportunities. Reports: Inquiry & KPI, Refunds, WISMO, Promotional updates and Social Media. * Responsible for North America customer service team of four that provided great business etiquette and enthusiasm when interacting with end consumers by phone, email, chat, and on social media in Salesforce. * Lead NA ECS team in maintaining defined department KPIs for end consumer inquiries in all channels. * Ensured communication channel coverage is maximized to minimize response time. * Maintained a fluid feedback loop of customer experience opportunities. * Monitored social media platform, Hootsuite, to provide timely responses via comments & DM's on social posts. * Monitored review platform, TurnTo, and worked with customers that rated experiences under 3 stars. * Assisted marketing & design team with promo orders for team riders, special events and campaign shoots.

* Managed staff & inventory for two boutique-style stores that sold premium watches, soft goods & accessories. * Maintained financial objectives by creating and managing store business plans that drove performance and maximized business opportunities. * Organized & participated in community events that promoted sales and local brand awareness. E.g., Regulus Hunt, Encinitas Street Fair, Sun Diego x Nixon & Culture x Nixon custom booths, 4th Street & Cal Berkeley events. * Collaborated with the design team to produced marketing, promotional, and social media content needs. * Managed social media account; interacted with our following & provided customer service assistance. * Created product content for Instagram posts & stories 3x a week. Built Instagram following to 4K in 1 year. * Collaborated & scouted local "influencers" to help promote brand awareness within local the community. * Collaborated with the marketing team to develop and execute social media campaigns & activations to support the launch of new seasons, products and promotional sales. E.g., First Responders Day, Regulus Hunt.

* Supervised boutique-style store that sells premium handbags, watches, soft goods & accessories. * Built clientele and created customer loyalty by building relationships with shoppers. * Merchandised store based on monthly promotions and best-selling items to increase sales.

* Accomplished sales goals in accordance with the store's daily and monthly sales goals. * Performed opening & closing cash-handling procedures in the retail store.