Hannah Duncan
Richmond
Summary
Customer Experience Manager with 10 years of both B2B and B2C support. I shine in my problem solving skills, training expertise, and positive attitude. I believe a commitment to continuous learning empowers teams to grow and to make better customer informed decisions.
Overview
12
12
years of professional experience
Work History
Manager of Customer Experience
Alton Lane
04.2025 - Current
- Partners with the VP of Sales to develop and implement customer experience strategy that exceeds industry benchmarks and drives customer loyalty.
- Manages the CX team members with training and development, scheduling, and resources for success. Continuously updating training and resource material to ensure teams are set up for success. Have successfully trained 13 cx employees in 1.5 years.
- Maintains meticulous and up-to-date records of customer information and interactions, KPI metrics of cx performance, and ensuring data accuracy and compliance with company policies and privacy regulations. I send three weekly reports to Alton Lane's CEO, VP of Sales, and Finance team.
- Manage the client communication channels to ensure prompt, professional, and accurate responses to inquiries, maintaining a high customer satisfaction rating.
- Work closely with cross-functional teams to proactively update customers on order statuses, shipments, and production timelines, minimizing customer issues and escalating potential company-wide issues.
Customer Experience Specialist
Alton Lane
01.2024 - 04.2025
- A team leader who communicates with customers through Zendesk, live chat, phone calls, text, and social media channels.
- Responsible for documenting and reporting customer service analytics and feedback on both B2B and B2C levels to our executive team and other departments weekly.
- Maintains extensive understanding of the Alton Lane brand and products, systems, and policies to ensure accurate information and efficient response times.
- Cross collaborated with immediate team members and other company departments to ensure overall customer and product satisfaction.
- Identify strategic insights from customer interactions and effectively relay these insights to leadership and the rest of the company.
- Utilized platforms such as Netsuite, Zendesk, Zoom, Calendly, and Hubspot to handle additional customer communication, refunds, discount codes, and collect data for reporting.
Yelp Contracted Photographer
Yelp
01.2017 - Current
- Photographed over 80 events partnering with local businesses in the Richmond area.
- Capture Yelp sponsored events while attendees are engaging in activities, dinners, and presentations.
- Facilitated seamless event execution through effective setup and breakdown. Enhanced event planning strategies to improve attendee engagement. Cultivated partnerships with Yelp attendees and businesses, driving positive event experiences.
- Editing and curating photographs on Adobe Photoshop and delivering photos with fast paced turn arounds for photos (24-72 hour delivery time).
- Photographs are utilized on Yelp RVA’s Facebook and Instagram pages, weekly newsletter, and delivered to the individual businesses for personal use.
Graphic Designer and Customer Service Specialist
Jessica Robertson Photographic Artistry
03.2023 - 12.2023
- Responsible for customer support and relationship building - working directly with clients from an initial inquiry all the way to end product delivery.
- Effectively communicated through phone, email, social media, in person meetings, and other channels as needed.
- Worked with team and clients by using Photoshop and Graphic Design skills creating heirloom luxury products such as photo albums, cards, and large printed photos.
- Responsible for ordering and managing products received from vendors.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Ecommerce Coordinator
Swig Life
04.2022 - 03.2023
- Leader in communication with customers through email (including Zendesk and Helpscout), live chat, text, phone, and social media channels.
- Extensive understanding of Swig products, systems, and policies to ensure accurate information and efficient response times.
- Documenting and reporting customer feedback to relevant stakeholders cross-departmentally.
- On average answered 80+ queries a day plus live chat and other job responsibilities.
- Collaborated with immediate team members and other company departments to ensure overall customer and product satisfaction.
- Identify strategic insights from customer interactions and effectively relay these insights to leadership and the rest of the company.
- Worked within Shopify to create discounts, draft orders, order corrections, or returns as needed in NetSuite.
- Key contact in communication with 3PL to alert/solve all shipping related inquiries, mis-ships, under-ships, over-ships, and lost packages.
Account Manager + Photographer
Strawbridge Studios, Inc.
02.2020 - 04.2022
- Achieved high client satisfaction by effectively managing over 30 accounts as the first point of contact for the business and brand.
- Managed conflict resolution by addressing customer concerns swiftly and effectively, ensuring timely resolutions to enhance customer retention and loyalty.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution. Streamlined scheduling and communication processes, acting as the direct liaison for a large client base.
- Produced professional-grade photographs of children and adults, consistently maintaining brand image and quality standards.
Prestige Sales Manager
Ulta Beauty
11.2017 - 02.2020
- Achieved recognition as Prestige Sales Manager by successfully transitioning from seasonal employee in 2014 through diverse roles within the company.
- Drove sales performance by effectively managing Ulta Prestige Beauty Advisors and boutique associates, resulting in improved customer satisfaction.
- Executed strategic event planning and ensured boutiques were well-stocked with products and supplies, contributing to seamless operations.
- Established strong partnerships with brand representatives to ensure accurate brand representation and alignment with corporate missions.
- Delivered impactful corporate events monthly by overseeing logistics, scheduling, and supply management. Ensuring all sales goals are met both on both store and brand levels.
- Committed to ongoing education in skincare and makeup application, enhancing team expertise.
- Maintained high standards of cleanliness and organization in the store, particularly in the prestige area, to align with Ulta Beauty's presentation standards.
- Collaborated with beauty advisors to provide outstanding customer support, fostering positive interactions and shopping experiences.
Consultant
Clinique
03.2017 - 11.2017
- Ensuring all sales goals are met by positively engaging guests to experience an array of products. Providing beauty consultations to fully educate clientele on skincare and makeup needs and desires. Exhibit vast knowledge of all facets of skincare and makeup application. Ensuring Clinique boutique is clean, organized, and aesthetically pleasing. Utilizing customer service skills to cultivate relationships with guests to ensure positive interactions and shopping experiences.
Prestige Beauty Advisor
Ulta Beauty
07.2016 - 03.2017
- Boosted sales and built client trust by sharing extensive product knowledge with guests, attained through both individual research and frequent brand trainings.
- Exhibited strong communication skills with associates, guests, and trainers.
- Demonstrated proper usage and maintenance techniques of products, as well as introducing new products complimentary to guests selected items.
- Managed fragrance section of store to ensure all weekly, quarterly, and yearly sales goals are met.
Beauty Advisor
Ulta Beauty
11.2014 - 07.2016
- Foster guest experience by prioritizing customer happiness, sharing product knowledge, and providing quick and efficient service.
- Manage day to day tasks while encouraging guest loyalty card sign up.
- Keeping store orderly and organized by stocking product, cleaning, and keeping weekly advertisements up to date.
Education
Bachelor of Fine Arts - BFA - Photography
Virginia Commonwealth University School of the Arts
05-2016
Skills
- Customer Experience
- B2C and B2B support
- Recordkeeping
- Teamwork and collaboration
- Problem resolution
- Attention to detail
- Communication
- Supervision and leadership
Timeline
Manager of Customer Experience
Alton Lane
04.2025 - Current
Customer Experience Specialist
Alton Lane
01.2024 - 04.2025
Graphic Designer and Customer Service Specialist
Jessica Robertson Photographic Artistry
03.2023 - 12.2023
Ecommerce Coordinator
Swig Life
04.2022 - 03.2023
Account Manager + Photographer
Strawbridge Studios, Inc.
02.2020 - 04.2022
Prestige Sales Manager
Ulta Beauty
11.2017 - 02.2020
Consultant
Clinique
03.2017 - 11.2017
Yelp Contracted Photographer
Yelp
01.2017 - Current
Prestige Beauty Advisor
Ulta Beauty
07.2016 - 03.2017
Beauty Advisor
Ulta Beauty
11.2014 - 07.2016
Bachelor of Fine Arts - BFA - Photography
Virginia Commonwealth University School of the Arts