Kelly Cooper

Experience

1. Customer Experience Manager

   Poncho

   Jun 2020 — Present

   Manage CX team and the overall response to all customer inquiries, ensuring resolution of customer issues in a fully satisfactory manner.Oversee Customer Experience team members day to day. Develop and maintain customer experience KPI\'s.Business Development of Corporate and Group Sales accounts. Assist with pricing, inventory availability, and order follow through.Oversee Wholesale channel Partners - closing working with buyers to maximize retail sales. Proficient with LOOP Returns app and reporting, resolve any issues with returns. Proficient with Gorgias and Shopify apps. Provide recommendations for improvements to the customer experience processes at Poncho, including systems, procedures, and resources required.Implement improvements and manage special projects to completion. Work closely with Poncho Ambassadors, Athletes, Musicians, Beer & BBQ

Education

• Rocky Mountain College of Art + Design (RMCAD)

  Bachelor of Fine Arts (BFA), Fine Art/Design

  1996 — 1999

• El Toro HS

  HS Diploma

• Long Beach City College

  Floral Certification Progam , Floriculture/Floristry Operations and Management

  2014 — 2015

Skills

• Sportswear
• Social Media
• Fashion
• Trend Forecasting
• Visual Merchandising
• Collage
• Trend
• Merchandising
• Pop Displays
• Photography
• Brand Development
• Advertising
• International Sales
• Sales Operations
• Acrylic Painting
• Antique Restoration
• Customer Service
• Visual Arts
• Sales
• Apparel
• Vintage Clothing
• Retail
• Trend Analysis
• Trade Shows
• Color Theory
• Social Media Marketing
• Sewing