Michael Kurzer
Los Angeles
Summary
Customer Service and Social Media Specialist with over six years of experience supporting leading brands in retail, fashion, and tech.
Skilled in managing 100+ daily cases through CRM systems including Salesforce, Zendesk, and Shopify while maintaining a 95%+ customer satisfaction rate.
Experienced in SOP creation, team training, and escalation handling that improved response times by 20% and increased customer retention. Strong ability to translate social media engagement into long-term customer loyalty while meeting service-level agreements (SLAs).
Overview
9
9
years of professional experience
Work History
Customer Service & Social Media Support
Fashion Nova
10.2023 - Current
- Resolved an average of 120 customer tickets daily across email, social media, and live chat with response times under 2 hours.
- Used Salesforce, Shopify, and HighJump to track customer interactions, resolve escalations, and update order statuses with 99% accuracy.
- Partnered with marketing to flag trending issues and provide insights from customer engagement for brand improvement.
Customer Service Representative / Team Lead
Bambee
03.2022 - 03.2023
- Led onboarding support for over 300 new business clients, guiding them through product setup, HR tools, and best practices.
- Resolved billing and account issues with an 87% first-touch resolution rate.
- Authored 20 internal SOPs and training resources, reducing onboarding time for new hires by 15%.
Sales Support II
Footlocker.com Inc.
01.2017 - 05.2018
- Acted as liaison between customers and the art/design team, ensuring custom orders were accurately communicated and completed on time.
- Managed end-to-end order workflow from customer request to delivery, maintaining a 98% on-time order completion rate.
- Tracked 50+ custom orders weekly, ensuring specifications were met and revisions were handled promptly.
- Reduced order errors by 15% by double-checking designs against customer requirements before production.
- Coordinated with internal teams to meet promotional deadlines and achieve a 100% fulfillment rate for time-sensitive campaigns.
Customer Service Representative
Footlocker.com Inc.
09.2016 - 05.2018
- Delivered support for online orders, product inquiries, and shipping updates via phone and email.
- Maintained a 98% call quality score while handling 75 inquiries daily.
- Assisted in-store associates with special order placements and inventory lookups.
Education
Bachelor of Science - Human Resources
Southern New Hampshire University
Hooksett, NH12-2025
Skills
- Salesforce, Zendesk, Shopify, HighJump
- CRM Systems & Customer Experience
- Social Media Support & Digital Engagement
- Escalation Management & Retention Strategies
- SOP Development & Training New Hires
- Cross-Functional Collaboration
- Omnichannel Support (Email, Chat, Social, Phone)
- Service-Level Agreement (SLA) Management
Timeline
Customer Service & Social Media Support
Fashion Nova
10.2023 - Current
Customer Service Representative / Team Lead
Bambee
03.2022 - 03.2023
Sales Support II
Footlocker.com Inc.
01.2017 - 05.2018
Customer Service Representative
Footlocker.com Inc.
09.2016 - 05.2018
Bachelor of Science - Human Resources
Southern New Hampshire University
Similar Profiles
Sabrina ArredondoSabrina Arredondo
Assistant Buyer - Women's Denim at Fashion NovaAssistant Buyer - Women's Denim at Fashion Nova
Ylanna SamaniegoYlanna Samaniego
Assistant Buyer at Fashion NovaAssistant Buyer at Fashion Nova
Valerie SilvaValerie Silva
Retail Keyholder at Fashion NovaRetail Keyholder at Fashion Nova
Ava GarciaAva Garcia
Host/Server at Perfect Pear BistroHost/Server at Perfect Pear Bistro
Nzingha JonesNzingha Jones
School Ambassador at Immaculate Heart High SchoolSchool Ambassador at Immaculate Heart High School