Gina Kershaw
Cx Manager @gorjana
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WORK HISTORY
Cx Manager @gorjana
Laguna Beach, CA, US
Leading Customer Happiness across both our retail and e-commerce channels. I manage our third-party Customer Care Team, oversee customer escalations, and ensure an exceptional experience at every touchpoint. From optimizing the repair process and training retail teams to driving NPS improvements and streamlining order management, I thrive on turning challenges into lasting customer loyalty. My role bridges communication, systems, and service — always with a customer-first approach.
EDUCATION
University of La Verne
Juris Doctorate J.D., Magna Cum Laude
California State University, Fullerton
Business Administration
University of California, Irvine - The Paul Merage School of Business
Master of Business Administration (M.B.A.)
ABOUT GINA KERSHAW
I’m a JD, MBA with 10+ years of leadership experience in customer experience, retail operations, marketing strategy, and people development. Currently serving as a business partner with the management team at gorjana, I lead Customer Care with a customer-first mindset—overseeing escalations, third-party team management, order management, training, and operational excellence across all sales channels.Throughout my career, I’ve consistently transformed challenges into growth. Whether it was turning around an underperforming store with an 85% sales increase in one year or building high-performing teams with zero turnover, I’m passionate about creating environments where both people and businesses thrive.Core strengths: Customer experience & escalation management Executive leadership & strategic planning Team coaching, training & retention Cross-functional collaboration (marketing, fulfillment, planning, buying, allocation) Retail operations & performance optimization Visual merchandising & immersive brand storytelling
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