Rose Perera

About Rose Perera

As a versatile Senior Service Account Executive with over 15 years of proven success…

Experience

1. Senior Customer Service Account Executive

   Restockit.Com

   Oct 2011 — Present · Fort Lauderdale, FL, US

   Ecommerce Drives unparalleled service to fortify customer loyalty and satisfaction, excelling in conflict resolution and problem-solving.Innovates processes for enhanced customer communication and internal optimization, while developing and maintaining SOPs to ensure organizational proficiencyLeads new hire training and ongoing coaching for a high-performing customer service team.Conducts thorough research, prioritizing and navigating resolutions for customer issues, demonstrating tact and empathy.Collaborates with the Director of Sales to generate leads, facilitate quotes, and process orders efficiently.Efficiently manages multiple projects, prioritize tasks, and meets established timelines in evolving circumstances.Reports directly to the Vice President of Operations, providing insights for strategic decision-making and organizational success.Cultivates robust vendor relationships, optimizing partnership dynamics through in-depth knowledge of vendor processes.Proactively resolves order issues, demonstrating ownership and ensuring customer and vendor satisfaction.Exercises sound judgment, discretion, and diplomacy in handling confidential or sensitive information.Efficiently recovers losses through collections processes, serving as a liaison to reclaim losses from damaged or lost shipments.Initiates and manages claims with third-party carriers (UPS, FedEx, USPS) to seek reimbursement for incurred losses.

Skills

• Escalation Resolution
• Online Retail
• Social Media Marketing
• Microsoft Excel
• Crm
• Employee Training
• Cross-Functional Team Leadership
• Vendor Relationships
• Account Management
• Supervisory Skills
• Customer Relations Management
• Superior Client Service
• Outlook
• Key Account Management
• Customer Service
• Customer Satisfaction
• Volunteer Management
• Superior Communications Skills
• Microsoft Office
• Creative Writing
• Channel Sales