Customer Success Manager

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08/2023- 05/2024 Customer Success Manager @ Sonder

● Builds and strengthens customer relationships through regular communication and personalized support, leading to a 27% increase in customer loyalty and a 42% improvement in customer satisfaction ratings.
● Employs professional communication strategies to effectively resolve customer complaints, decreasing complaint resolution time by 49%.
● Cultivates a welcoming atmosphere that prioritizes customer comfort, resulting in a notable increase in positive customer feedback and reinforcing lasting customer relationships.
● Works closely with colleagues to streamline operations and consistently deliver exceptional service to customers, ensuring a seamless and satisfying experience.
● Develops and implements training modules utilizing Asana, streamlining operational processes and improving team efficiency.
● Provides comprehensive Salesforce training, resulting in increased CRM utilization and an improvement in data accuracy and reporting.

03/2023- 08/2023 Back-of-House Manager @ Bottega Louie

● Delivered exceptional customer service by engaging with customers, understanding their needs, and providing personalized product recommendations, leading to a 17% increase in repeat customers.
● Proactively communicated with customers about new products, seasonal offerings, and special promotions, driving customer engagement and increasing sales by 12%.
● Collaborated effectively with front-of-house teams to gather customer feedback, contributing to the development of new menu items and improvements in service delivery.
● Consistently delivered high-quality results by managing the daily production of over 500 quality pastries, ensuring adherence to established standards and exceeding customer expectations.
● Expertly coordinated production schedules to guarantee timely and consistent delivery of products, resulting in increased customer satisfaction and reliability.
● Implemented cost-reduction measures that led to a significant 10% decrease in waste, demonstrating a strong focus on efficiency and contributing to monthly savings of $2,000.

09/2021- 01/2023 Nimbus Coffee @ Assistant Manager

● Led and managed a team of 15 employees, ensuring seamless operations and delivering exceptional customer service.
● Conducted regular performance evaluations and provided constructive feedback to team members, resulting in a 17% increase in employee satisfaction and productivity.
● Fostered team collaboration during high-demand periods, ensuring consistent quality and uniformity in products, which enhanced overall customer experience.
● Facilitated prompt delivery of large-scale orders by playing a key role in streamlining production processes, ensuring customer deadlines were consistently met and satisfaction was maintained.
● Developed and implemented training programs for new hires, enhancing team skills and efficiency, which contributed to a 22% reduction in onboarding time and improved customer interactions.
● Analyzed customer feedback and sales data to identify trends and areas for improvement, leading to an increase in repeat business and a boost in overall sales.

06/2019- 10/2021 Customer Experience Specialist @ Disneyland Resort

● Provided exceptional service to a diverse range of customers, consistently achieving a 97% customer satisfaction rate and enhancing overall client relationships.
● Increased customer engagement and retention by 10% through swift and courteous service, contributing to improved client satisfaction and turnover rates.
● Organized and hosted customer-focused events, increasing customer engagement and fostering a sense of community among users.
● Maintained detailed records of customer interactions and feedback using CRM software, ensuring accurate data tracking and efficient follow-up processes.
● Proactively identified and reported product issues based on customer feedback, contributing to product improvements.
● Conducted regular training sessions for new hires and existing team members on customer success best practices and product updates, improving team efficiency and customer satisfaction scores.

09/2018- 05/2019 Guest Services Coordinator @ Queen Mary

● Facilitated check-in and check-out processes for up to 80 guests daily, maintaining a satisfaction rate of 92% and reducing average wait times.
● Utilized property management systems to update and maintain accurate guest information, process reservations, and efficiently manage room allocations, contributing to a 36% improvement in operational efficiency.
● Efficiently managed incoming calls and emails, providing timely and appropriate follow-ups to address customer needs, achieving a 95% response rate within 24 hours and a 24% decrease in unresolved inquiries.
● Coordinated with housekeeping, maintenance, and food service teams to fulfill over 500 guest needs monthly, resulting in a decrease in guest complaints and an increase in positive guest feedback.
● Contributed to the planning and successful execution of 10 special events and promotions, increasing guest engagement.
● Led comprehensive training sessions for frontline staff, focusing on enhancing customer service skills and implementing best practices tailored to diverse customer needs and preferences.