Bianca-Elena Leonte

As a Senior Catalog Associate is expected to be an effective listener , communicator, problem-solver and taking ownership whenever needed with a proactive attitude.
Key responsibilities:
- Preparing daily work reports and sharing them with the team and interested parties
- Handling the day-to-day inflow of the assigned tasks and ensuring the given SLAs are met as per quality standards
- Improving the work process by implementing new ideas and SOP suggestions
- Improving and solving the issues regarding the Buy Button from the catalog to support sales
- Performing QA for the resolved tasks
- Testing an AI tool together with our SME, before sharing to the audiance ( rest of the teams) in order to be used

The tasks handled by this group have a direct impact on customer buying decisions and online user experience.

Key responsibilities:

- Handling the day-to-day inflow of the assigned tasks and ensuring the given SLAs are met as per quality standards

- Creating and updating product information for the catalogs on the Amazon Websites

- Interacting with other retail teams or stakeholders via e-mail, internal platforms of communications and ticket system

- Training and mentoring of new colleagues about the process to ensure a fast ramp-up

- Following pre-defined processes, guidelines, and SOPs to perform audit tasks with high levels of accuracy and productivity

- Realization of RCAs Reports and audits to highlight gaps related to the metrics, SLAs or work procedures

- Finding the main errors, researching for missing information / dive deep

- Working openly with the team, sharing knowledge and best practices

- Being the POC of the team for a project that required weekly meetings, RCAs and other steps to achieve the established numbers

- Creating a macro to increase the time saving for a specific type of task

-Enhanced catalog accuracy by diligently reviewing product information and identifying discrepancies.

- Improved customer satisfaction with timely and accurate catalog updates, ensuring product information was current and reliable.

- Training and informing new employees
- Organizing shelves from an aesthetic point of view and ongoing promotions
- Participation in periodic training sessions ( Ex : - 5 STARS RETAIL by Ascendis Consulting )
- Handling returns/product exchanges

- Resolved customer complaints with empathy and efficiency, preserving brand reputation
- Checking/responding to emails
- Providing consultancy in the post-purchase period in relation to product characteristics and customer needs
- Active participation in increasing the customer portfolio
- Teamwork and maintaining a favorable environment among colleagues

- Enhanced customer satisfaction by providing personalized beauty consultations and recommending suitable products

- Collaborated with team members to achieve monthly sales targets and ensure smooth store operations

- Educated customers on latest beauty trends and products, leading to informed purchase decisions