Summary
Overview
Work History
Education
Skills
Timeline
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Sarah Cheung

Vancouver,Canada

Summary

Experienced professional with 8 years of dedicated customer service experience. Known for strategic thinking and efficient time management. Committed to streamlining procedures and eager to make a positive impact on your team.

Overview

11
11
years of professional experience

Work History

Wholesale Customer Care Account Lead

Gentle Fawn
Vancouver, Canada
10.2022 - Current
  • Owns order management across all levels from PO creation/acceptance, edits/adjustments, fulfillment, to timely & accurate shipping within each delivery window
  • Develop and maintain strong relationships with sales team managing a portfolio of 200 wholesale accounts
  • Understand their needs, provide exceptional customer service, and act as a primary point of contact for any inquiries or issues
  • Inventory allocation & maximizing sell-through by coordinating stock transfers between warehouses & reallocations
  • Processes payments, collects updated payment information and work cross-functionally with AR department to investigate any short/over/late payments
  • Execute seamless shipments, set up payment plans, and collaborate with Marketing team to support the success and sell-through performance for accounts within portfolio
  • Document actions and objectives by completing forms, reports, trackers/logs, and updating databases
  • Identify, document, and create new SOP's as needed for ongoing cross-functional efficiencies
  • Deliver ad hoc reporting & analytics to optimize team productivity and support new growth initiatives
  • Sets receiving priorities & timelines for all inbound PO's & actively communicate forecasted volumes to warehouse teams to ensure timelines are successfully met
  • Creates warehouse release strategy based on inbound arrival timelines, shipping strategy with accounts coordinator, and payment strategy for past due accounts
  • Manage multiple internal & external systems to ensure smooth and efficient wholesale order fulfillment and customer experience, i.e. JOOR, BlastRamp, Moneris, Sharepoint, Smartsheets.

Concierge Administrative Associate

Aritzia
Vancouver, Canada
11.2020 - 10.2022
  • Drive sales online and in-store by providing thoughtful and informed solutions to clients' unique needs
  • Propel brand by demonstrating product knowledge, creative problem-solving, and providing efficient solutions to inbound requests across phone, live chat, and email channels
  • Streamline business workflow and increase peer productivity/experience by serving as Single-Point-of-Contact for logistics and operations requests
  • Accurately process payments and refunds using CHASE, POS, CashStar, Cybersource and logging payment variances in Retail Accounting tracker
  • Fulfill shipping requests (facilitate package traces & pickups, generate shipping labels)
  • Execute client outreach using daily Order Management reports regarding backorders, missed payments/failed billing authorizations, unfulfillable orders due to inventory discrepancies to enhance customers' omnichannel experience
  • Liaise with Risk/LP to resolve missing package and chargeback claims
  • Model patience, empathy and critical thinking skills to address conflict and de-escalate situations
  • Multi-task and proficiently navigate through variety of platforms such as Google Workspace, SAP, SVS OSI to complete daily tasks, service clients, and thoroughly track client interactions
  • Adeptly manage workflow to meet Service Level Agreements and KPIs.

Social Media & Marketing Intern

Sans Parole / In House Creations
Vancouver, Canada
11.2019 - 04.2020
  • Research, write, & edit marketing copy in many forms such as websites, emails, blog posts, social media posts & captions
  • Manage social media calendar on Later for multiple Instagram accounts
  • Assist the creative director on photo shoots
  • Create and maintain media influencer lists
  • Participate in team brainstorms for marketing strategies & campaigns.

Alumni Relations Assistant

UBC Faculty of Applied Science
Vancouver, Canada
04.2015 - 09.2015

Program Assistant

UBC Faculty of Medicine - Department of Occupational Therapy
Vancouver, Canada
05.2014 - 04.2015

Special Projects Assistant

UBC Faculty of Medicine - Rehabilitation Science Online Programs
Vancouver, Canada
09.2013 - 04.2014

Education

Certificate - Introduction To Copywriting

University of British Columbia
Vancouver, BC
07-2022

Certificate - Writing For Content Marketing

University of British Columbia
Vancouver, BC
03.2022

Diploma - Global Fashion Marketing

Blanche Macdonald Centre
Vancouver, BC
12.2019

Skills

  • Customer Service
  • POS Systems and Ordering Platforms (JOOR, Lightspeed, Squirrel, TouchBistro)
  • ERP (Blastramp)
  • Microsoft Office
  • Report Generation
  • Copywriting & Written Communication
  • Documentation And Reporting
  • MS Excel
  • 85 wpm Typing Speed
  • CRM Software (SAP, Salesforce)
  • MailChimp
  • Canva
  • Generative AI Software (ChatGPT, Scribe)
  • Inventory Management

Timeline

Wholesale Customer Care Account Lead

Gentle Fawn
10.2022 - Current

Concierge Administrative Associate

Aritzia
11.2020 - 10.2022

Social Media & Marketing Intern

Sans Parole / In House Creations
11.2019 - 04.2020

Alumni Relations Assistant

UBC Faculty of Applied Science
04.2015 - 09.2015

Program Assistant

UBC Faculty of Medicine - Department of Occupational Therapy
05.2014 - 04.2015

Special Projects Assistant

UBC Faculty of Medicine - Rehabilitation Science Online Programs
09.2013 - 04.2014

Certificate - Introduction To Copywriting

University of British Columbia

Certificate - Writing For Content Marketing

University of British Columbia

Diploma - Global Fashion Marketing

Blanche Macdonald Centre

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Sarah Cheung