Shaneene Angus

About

I have built a diverse career in customer experience and brand management. Currently, I work in Ecommerce Customer Experience and Project Management at ZARA USA, focusing on enhancing customer service standards and driving innovation. Previously, I managed brand migration and customer service onboarding at Thrasio, ensuring seamless transitions for newly acquired brands. My experience at Jetblack refined my VIP client management and personal shopping skills, resulting in high conversion rates and efficiency. I have also worked in a podcast studio recording and editing audio and video.

Experience

• Ecommerce Customer Experience | Project Management · ZARA USA06-01-2022

  Monitor KPIs, such as first contact resolution, service level agreements, and quality. Identify knowledge gaps and coaching opportunities with call centers and stores and provide training or resources. Visit call centers to provide training, support, and guidance. Communicate daily, weekly, and monthly with call center teams, ensuring that all teams are set up for success and privy to internal updates. Drive constant improvement of customer service standards and policies, conduct competitor and market reviews, and identify areas for innovation and experimentation. Collect and analyze customer feedback, championing the feedback internally with affected areas to proactively resolve issues and identify opportunities for experience improvements. Organize special events such as country launches, sales, promotions, etc. Support store teams with any customer-related inquiries, helping ensure a seamless omnichannel experience.

• Brand Management - Diligence Brands · Thrasio03-01-2021 – 06-01-2022

  CS Onboarding | Brand Migration & Diligence. Transfer product knowledge from previous sellers to our CS team and set up newly acquired brands for taking over customer service and fulfillment. Train team leads on new SOPs and processes. Handle escalated CS inquiries through Zendesk and use that information to improve processes. Create SOPs, canned responses, and Zendesk macros and articles and work cross-functionally to ensure we have the most accurate and up-to-date information. Handle order cancellations, replacements, order modifications, Amazon discount requests, bulk order inquiries, processing chargebacks, etc. Gather data from customer orders and inquiries to help improve processes and help resolve any outstanding issues.

• Principal Customer Service Agent · Jetblack09-01-2019 – 05-01-2020

  Handled all VIP clients based on needs. Assisted client base, attending to personal shopping needs, employing retail, fashion, and baby product knowledge. Pulled data to ensure efficiency and accuracy for clientele. Liaised between member services and logistics departments to answer questions. Led member experience concierge training to assist new team members in learning the best methods and processes for high conversion rates. Outperformed team average weekly metrics. Achieved high conversion rates and high local source rates by 15% to 30%.

• Customer Experience Agent · Jetblack09-01-2018 – 08-01-2019

  Jetblack is a members-only, text-based personal shopping and concierge service that combines the convenience of e-commerce with the customized attention of a personal assistant. With the ultimate goal of creating the next step change in retail through conversational commerce, Jetblack promises members the fastest, most delightful end-to-end shopping experience possible.

• Studio Engineer · Cast SoundLab10-01-2017 – 08-01-2018

  Records podcast and Records podcasts and broadcasts live audio and visuals. Assists clients with post-production, including editing audio and videos. live audio and visuals. Assist clients with post production including editing audio and videos.

Education

• Brooklyn CollegeTV/Radio Production, TV/Radio Production
• LaGuardia Community CollegeLiberal Arts and Sciences/Liberal Studies, Liberal Arts and Sciences/Liberal Studies

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