Toshira Adams Customer Success Manager @ MeWe | Customer Experience & Marketing

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Customer Service/Marketing Lead

The Missing Piece Collective

Feb 2024 - Dec 2024 (11 months)

• Managed marketing calendars for Zamboni and Best Friends Animal Society, ensuring seamless execution of campaigns and content strategies. • Provided comprehensive customer support for Best Friends Animal Society, utilizing ShopifyPlus and OrderDesk for order management. • Collaborated with cross-functional teams to align marketing efforts with business objectives.

Customer Success Manager

MeWe

Feb 2023 - Aug 2025 (2 years 7 months)

In my role as a Customer Success Manager at MeWe, I utilized statistics tools to track and analyze key user metrics, optimized user experience, and enhanced platform performance. I facilitated a smooth Web3 migration with Frequency and maintained a 92% one-touch response rate using Zendesk.

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Customer Success Representative

Four Sigmatic

Aug 2022 - Oct 2022 (3 months)

•Educated online customers on Four Sigmatic’s product offerings, ingredients, and benefits •Handed customer inquiries, providing appropriate solutions and alternatives within the company’s service-level agreement timeframe; followed up to ensure complete resolution •Assisted members with their Upscribe and Recharge subscriptions •Placed orders and refunds via Shopify and Gorgias •Maintaining a 92.5% Stella Connect survey rating •Gorgias Lead Agent Certified

Customer Experience Coordinator

TOMS

Jun 2021 - Feb 2022 (9 months)

-Led the completion of CCPA requests, ensuring compliance with data protection regulations and maintaining customer privacy -Collaborated with a third-party call center, aligning operations for quality customer service through Teams and Salesforce platforms -Provided valuable feedback and developed training decks for call center agents, aligning with company policies and ensuring consistent service quality -Analyzed and identified production issues, submitting tickets via Jira for prompt resolution and process improvement -Streamlined and updated procedures and processes for customers and call center agents, enhancing overall efficiency and customer satisfaction -Played a crucial role in implementing a Warranty form and evaluation process,

Specialist II, Customer Operations

Weedmaps

Mar 2020 - Jun 2021 (1 year 4 months)

-Troubleshot and resolved pre and post-sales issues for end-users and clients via phone, email, and chat within SalesForce, ensuring timely and effective problem-resolution -Provided end-users with accurate and relevant search results in their designated area, enhancing user experience and satisfaction -Efficiently escalated B2B and B2C issues internally using Slack, SalesForce, and Jira, facilitating swift resolution and maintaining clear communication channels -Moderated reported reviews based on review guidelines, ensuring adherence to quality standards and fostering a positive online reputation -Investigated and escalated bugs for both iOS and Android platforms, contributing to improving the overall product quality and user experience -

Sales Associate

Dr Martens plc

Nov 2019 - Oct 2020 (1 year)

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Customer Service Lead

AMOREPACIFIC

Aug 2019 - Mar 2020 (8 months)

-Managed and executed a luxury customer service experience for 5 APUS brands using Zendesk, ensuring high customer satisfaction and loyalty -Created comprehensive materials for training new employees, facilitating a smooth onboarding process, and ensuring company policies and procedures adherence. -Assisted customers with orders, addressed shipping issues, and facilitated returns, ensuring a positive and seamless customer experience -Maintained a strong partnership with Operations, Planning, and IT teams to troubleshoot fulfillment problems via SAP, contributing to efficient order processing -Monitored inventory levels using Shopify and Magento, implementing proactive measures to prevent stockouts and improve overall inventory management -C

Freelance Makeup Artist

Smashbox Cosmetics

Nov 2018 - Aug 2019 (10 months)

As a highly skilled make-up artist, I combine my creativity and technical expertise and passion for people by providing a welcoming, inspirational and personalized in-store experience.

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Cake Dealer

Johnny Cupcakes

Apr 2018 - Aug 2019 (1 year 5 months)

As a Cake Dealer, I coordinate successful pop-up shops and represent the Johnny Cupcakes brand. I reach out to people, businesses, events to describe what a JC pop-up is and encourage them to host. I drive the full cycle by making introductory calls and emails, respond to inbound inquiries, assess the business, and schedule the pop-up. I am driven by sales incentives and use Shopify and Astro Retail as a point of sale. I use Facebook, Instagram, Eventbrite and MailChimp to promote my events. Great experience managing and building community socially.

Sales Support Representative

Yelp

Oct 2017 - Aug 2019 (1 year 11 months)

Organized and updated Yelp Listings to adhere to site policies and standards Successfully started campaigns for business owners Provided real-time chat, email, phone, and in-person support to Yelp Sales Representatives using Salesforce and Google Suite Assisted in the launch of Trust and Safety to ensure companies are in compliance with the rules and regulations regarding review solicitation Adapted to and operated in a constantly evolving team environment as I achieved and consistently exceeded KPI

Toshira Adams

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