Katie Hosseini

Oversaw all department customer support channels including email, SMS, chat, phone, and social media engagement.

Monitored Fraudulent activity and managed customer disputes via Shopify, Paypal, & Braintree

Oversaw & Managed Warehouse Returns

Tracked department KPI's to ensure consistent department quality assurance & goals were met.

Implemented ticket field & tag tracking features to gain key insights into customer trends and relay to relevant cross functional team members.

Implemented customer support & education strategies to ensure product success, customer & subscription retention & acquisition

Implemented Automation into Gorgias, including AI Agent, and automated chat flows to ensure customers could get assistance after hours and CX team could scale with the growing company demands.

Oversaw company FAQ's to ensure regulatory compliance

• Oversaw Customer Experience Platforms including Gorgias, Salesfloor, Zendesk and Loop to assist in direct Customer Support Sales, Relations, and outreach.
• Tracked Support Metrics (AOV, CSAT, & FRT) and department trends to ensure consistency and quality across channel and to ensure we helped business meet sales objectives including.
• Helped Create FAQ's, Manage Website Rewards, Monitor Fraudulent Customer Activity, and Process RTS and Customer Returns.
• Relayed key support insights to brand and department director
• Assisting in hiring and onboarding team, managed relations with partner brands, facilitated product education on team and in person at partnering Ulta locations

• Direct body care and skin care product buyer to ensure adequate and consistent inventory, assisting customers with skincare and supplement needs and questions
• Educating customers on supplements, ingredients, and skincare products
• Educating other staff members, day to day tasks of keeping department in order, reconciling orders, answering emails, aisle IQ, spoilage, etc

• Interned with the Cardiac Rehab Clinic
• Assisted and helped Parkinson's Classes, & was hired as a physical therapy aide
• Helped administer & facilitate exercises & electrical stimulation to those receiving physical therapy

• Spa supervisor duties of scheduling spa appointments, overlooking employees and spa contractors, assisting in conflict resolution, creating employee schedules, ordering inventory, interviewing, hiring, & training prospective employees
• Perform various facials with organic skincare, redesigned menu & brought in new skincare line, helps clients find skin and bodycare products to meet their needs