Marie Bourbon

Graduate Gemologist (GIA) and luxury jewelry professional with 20 years of experience spanning boutique operations, client experience, high-value jewelry, inventory management, team training, and business operations. Experienced in opening and closing procedures, cash reconciliation, employee onboarding, KPI-driven service, problem resolution, and personalized jewelry consultations. Known for ownership, collaboration, and maintaining exceptional operational and service standards.

Customer Care Representative / Senior Support Specialist - Brilliant Earth

(2022-01)

• Provide Tier 2 secondary customer support to frontline inbound Customer Care agents, assisting with complex client situations, escalations, order issues, and resolution guidance.
• Manage luxury jewelry concerns involving custom pieces, repairs, resizing, diamond upgrades, shipping logistics, and fulfillment while protecting the client experience and long-term relationship.
• Proactively guide clients through inquiries, order status, payment needs, and next steps, providing clear communication throughout the client journey.
• Partner across Sales, Production, Fulfillment, Logistics, Post-Sale, Repairs, Order Management, Diamond, and Quality Assurance to resolve escalations and maintain accurate follow-through; document high-value orders in Salesforce.
• Consistently maintain strong KPI performance while managing a high volume of customer cases and operational tasks, balancing productivity, accuracy, timely follow-through, and luxury client service.

Operations Professional - Tiffany & Co.

(2019-01 - 2021-12)

• Supported daily luxury boutique operations, including store opening and closing, payments, register preparation, cash and check reconciliation, end-of-day cash counts, and verification of register balances.
• Managed high-value jewelry inventory through physical counts, tagging new merchandise, processing returns back into stock, merchandise movement, and secure storage of jewelry in the safe.
• Handled repair intake and fulfilled client pickup and shipment orders, including accurate receiving, secure packaging, service routing, and handoff to security for outbound shipping.

Web Content Specialist - The NES Group

(2018-01 - 2019-12)

• Managed high-volume e-commerce product content and digital merchandising, including 5,000+ product titles and data uploads using Excel.

Accounting & Administrative Specialist | Human Resources - Pioneer Aero Supply

(2017-01 - 2018-12)

• Supported business operations through purchasing, invoices, reconciliations, weekly sales/performance reporting, inventory-related administration, and operational priorities.
• Built and administered HR processes for a small team, including benefits enrollment, new-hire documentation, PTO tracking, commissions, and employee records.

Production Coordinator - Casting House

(2015-01 - 2016-12)

• Coordinated custom jewelry projects from CAD approval through production and delivery, balancing schedules, quality requirements, and customer expectations.
• Collaborated with CAD designers, casters, setters, polishers, quality assurance teams, and customers to resolve production challenges and keep projects on schedule.

Office Manager / Payroll Manager / Accounting Supervisor - Wedding Bands & Co.

(2012-01 - 2014-12)

• Supported day-to-day business operations through payroll administration, commissions, PTO tracking, employee records, inventory coordination, purchasing, reporting, and administrative management.
• Trained and onboarded employees and supported executive leadership with operational reporting and office management.
• Assisted clients with jewelry consultations, appraisals, and showroom sales while managing diamond inventory and wholesale databases with exceptional accuracy.

Graduate Gemologist - Gemology - Gemological Institute of America (GIA)

B.A. - Chemistry - University of Illinois Chicago