Stephanie Silva

Experience

1. Customer Service & Membership Consultant

   Cooper Wine Company Llc

   Jun 2021 — Present

   Managed high-touch client relationships in premium wine industry, developing deep understanding of customer needs, preferences, and decision-making processes. Successfully matched complex customer requirements with appropriate product solutions, achieving 95% satisfaction rate.• Organized signature winery events including the annual anniversary celebration for 600+ members, coordinating with local vendors, community partners, and stakeholders while managing budgets, negotiating contracts, and ensuring seamless logistics. Conducting post-event evaluation to measure ROI and gather feedback for improvement. • Managed end-to-end operations for wine club and direct-to-consumer sales, including inventory tracking, order fulfillment coordination, and shipment logistics while maintaining accurate database records across multiple systems and ensuring compliance with shipping regulations to various provinces/states.• Drive 65%+ wine club membership conversions through strategic relationship cultivation, needs assessment, and engagingly communicate Cooper’s culture and unique differentiators.• Managed high-volume of customer engagement across phone, email, text, and social media platforms, maintaining 48-hour response SLA. Addressing sensitive customer concerns and expectations with professionalism.• Led vineyard tours and tastings experiences, serving as brand ambassador while educating visitors about local wine culture, production methods, and regional tourism opportunities.• Developed and maintained SOPs for customer service and operations procedures, trained team members on inventory management systems, and identified opportunities to streamline workflows between tasting room, warehouse, and administrative functions to improve overall operational performance.

Education

• University of Puget Sound

  Bachelors of Business and Bachelors of International Political Economy

• Rocky Mountain College of Art + Design (RMCAD)

  Interior Design