Director of Customer Relations

Effy Jewelry

Executive Director, Guest Relations and Shipping & Receiving

Leading People Operations to achieve retention of top talent and establishing SOP's for Customer Relations team resulting in reduced customer return levels and increased customer satisfaction for global business operations across 100+ retail boutiques.

• Direct, motivate and supervise call center and logistics team.
• Develop productivity standards to ensure superior service levels, spearhead and manage process improvements including incoming calls, shipping, receiving and data management.  
• Project and analyze manpower requirements to ensure proper staffing with a proven ability to manage inbound and outbound logistics.  
• Provides coaching, leadership and support to managers and employees regarding Human Resources policies, procedures, programs, questions and concerns.  
• Leads and manages all employment practices which include recruitment, orientation, professional development of employees, promotions, and transfers.

Senior Director, Customer Relations and Human Resources

Promoted to manage all aspects of operations for Fine Jewelry Complex and merchandise control  – handling and display of goods, shortage control, price accuracy, shipping / receiving, and complex outsourced repair and special order processes.  Serve as direct point of contact uniting vendors, buyers, and distribution center, and track / report sales trends to buyers, vendors and senior management.  Oversee security including diamond testing, weekly counts, key control, and annual inventory management.  Oversee event planning / event management for special events with vendors and in-house PR.  Shared responsibility to manage, train and coach 33 sales associates and operations assistants.  Additionally, oversee operations for ecommerce channel – fulfillment, shipment and processing of Omni channel presence, FineJewelry.com, and Buy Online / Pickup in Store (BOPS) and guide personal shopping on international fine jewelry selections.

•	Consistently exceeded aggressive shortage goals coming under reserve 2010-2016
•	Successfully managed and organized renovation of both David Yurman Boutique  and Fine Jewelry on the Balcony without interruption to operations
•	Selected to manage projects in other areas – Cosmetics Inventory, Cosmetics Reorganization, Handbag Repair process and setup for Chanel Message Mode

Bloomingdale's

Operations & Logistics Manager, Fine Jewelry Complex, Flagship Store

Promoted to analyze fine jewelry market, assess and anticipate sales trends and advise buyers for $5 million jewelry boutique.  Managed team of 10.  Major thrust of role included serving as principal contact with vendor and buying team, purchasing, and merchandising, with additional strong focus on operations – logistics, expansions, renovations, inventory management, and loss prevention.

•	Achieved or exceeded aggressive sales plan every full year in position 
•	Grew business 66% (from $3 million to $5 million) in four years
•	Based on record-breaking inventory accuracy, selected to travel to eight branches (NJ, Philadelphia, Chestnut Hill, White Plains) to execute yearly inventories
•	Chosen to oversee new department openings in two Atlanta stores
•	Managed execution of renovations in Chestnut Hill, White Plains, and Bergen

Selling Manager – David Yurman Boutique, Flagship Store

Managed launch of new department – hired and trained staff of 12 at Willowbrook location as well as team of 10 new hires for Bridgewater location.  

•	Coordinated special events that grew sales volumes in advance of plan
•	Designed and managed merchandising of displays acclaimed for elegance 
•	Consistently exceeded sales plan, so selected to train other regions

Fine Jewelry Manager

Managed day-to-day operations of $2 million store including sales, sales training, events, and inventory control.  Coordinated staff schedules and responsibilities of 7 employees to maximize sales.  Worked directly with vendors on special orders / consignment merchandise to meet customer needs.

•	Planned promotional events recognized for stimulating store and product buzz, expanding product base into professional community, and increasing revenues
•	Previous experience includes Bloomingdales Management Training Program and managing a Kay Jewelers at Menlo Park Mall

Andrea Minichini