Marie Bourbon

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.

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