Meliza Pena
DIRECTOR OF CUSTOMER SERVICE
United States
Skills
No information
Interests
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Industries
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Trajectory
Sep 2020 — Now
DIRECTOR OF CUSTOMER SERVICE · Excell / Croscill / Glenoit
Oversee the customer service teams training, performance and efficiency • Work alongside all retail and digital
accounts to ensure each gets serviced with the highest level of customer service • Handle all escalated customer
service online ticket issues • Work closely with sales executives to understand each retail account's specific needs
and prepare for any special buying programs • Communicate closely with the warehouse in fulfilling all account's
special requirements and ensure all purchase orders are getting prioritized as needed • Coordinate with logistics
team to track incoming containers and ensure the arrivals of merchandise aligns with the customer's required ship
window • Run weekly reports to ensure pick demands get processed and purchase orders get shipped on time
Jan 2020 — Jul 2020
SALES OPERATIONS ASSOCIATE · Eileen Fisher
Provide operational support and service for key wholesale accounts • Support Sales team by overseeing operational
aspects of department, catalog, and liquidation, and specialty store accounts • Support operational duties related to Enterprise Resource Planning (ERP), including entering and maintaining orders, research and processing of return
authorizations, etc. • Electronic Date Interchange (EDI) responsibilities; review accounts' monthly transmission
requirements based on products, events, advertised styles, etc. • Responsible for running daily departmental reports and taking action as needed
Jun 2015 — Dec 2019
CUSTOMER SERVICE MANAGER · PPI Apparel Group
Responsible for customer service, staff development, and overseeing workflow and escalating customer needs •
Provided department insight related to the customer experience and communicating information to appropriate
departments • Served as first point of contact for Account Executives for account management inquiries • Supported
Sales Operations (purchase order maintenance, track EDI orders, work with all buyer needs: excel spreadsheets, tickets) • Worked closely with warehouse to track orders and guarantee timely and accurate processing of orders to avoid chargebacks • Ran daily inventory reports • Worked with production team on new product developments •
Established plans and strategies to expand the client base per team
Sep 2011 — Aug 2014
JUNIOR ACCOUNT EXECUTIVE · Accessory Exchange, LLC
Managed several accounts nationwide, as well as in Latin America, while representing multiple lines such as Olivia
and Joy, Cynthia Rowley and XOXO Handbags • Worked closely with design and production team in decision
making and new sourcing ideas, materials and costs • Collaborated with design team to merchandise market week
showrooms and assisted in preparing exclusive market week showrooms • Acquired new accounts, recovered and sustained inactive accounts, and helped to expand business in existing accounts
Activity
Education history
St. Johns University
Bachelor Degree in Communications Arts
