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Senicka Stonum

@senickastonum

Director of Customer Service at PinkBlush Maternity, where I launched AI-powered self-service for returns and exchanges.

United States

Message

At PinkBlush Maternity, I lead omnichannel customer experience across email, phone, chat, and text. I oversee a 7-person team and service operations handling 1,800+ weekly customer contacts.

I partnered with Zendesk to launch AI-powered self-service for routine returns, exchanges, and policy questions. I’ve also addressed a PayPal payment-capture failure and worked cross-functionally to correct package missorting that caused avoidable refunds and reshipments.

Experience

Work history, roles, and key accomplishments

Current

Director of Customer Service

Current

PinkBlush Maternity

Jan 2020 - Present (6 years 9 months)

Lead omnichannel customer experience for a DTC maternity apparel retailer, overseeing a 7-person team and 1,800+ weekly contacts across email, phone, chat, and text. Own staffing, technology, policy, and budget, and drive operational improvements to protect revenue and reduce costs.

Customer Service Manager

PinkBlush Maternity

Jan 2016 - Dec 2020 (4 years 11 months)

Built foundational CX operations for a scaling team, establishing recruiting, onboarding, training, service-level, and quality standards. Owned complex order, fulfillment, and payment escalations while leading platform and policy adoption that scaled with business growth.

Customer Service Team Leadership Process Improvement Escalation Management Policy Development

Customer Service Representative

PinkBlush Maternity

Jan 2014 - Dec 2016 (2 years 11 months)

Delivered frontline support across orders, returns, exchanges, shipping, and policy, building the customer journey knowledge later applied in leadership. Led promotional outreach to hospitals, IVF clinics, ultrasound providers, and maternity expos across California to expand customer reach.

Customer Service Order Management Returns Exchange Shipping Policy Marketing Outreach