Results-driven Customer Success professional with a proven track record of over two decades in orchestrating exceptional customer service and support operations. Adept at managing inbound and outbound calls, elevating customer experiences, and implementing process enhancements to exceed predefined objectives. Proficient in Customer Relationship Management and armed with a Bachelor’s degree in Psychology. An accomplished leader who has successfully led teams and leveraged data analysis for operational efficiency. Excited to leverage my expertise in a Customer Success role to cultivate profitable relationships and drive satisfaction.
Completed 97 hours toward the Bachelor’s Degree
Collaborate across teams, ensuring project alignment and objectives.
– Analyze customer feedback to identify trends and recommend improvements.
– Utilize feedback to enhance the experience, resulting in a 10% increase in satisfaction.
– Prioritize customer needs through data analysis for improved preferences.
– Develop service processes, reducing wait times and enhancing experience.
– Led social care team, boosting retention by 5%, and implemented protocols.
*Guest Experience Specialist* (Aug 2020 – October 2021)
– Provide prompt, courteous, and accurate information via various platforms.
– Manage inbound guest comments, develop responses, and ensure resolution.
– Collaborate cross-functionally for timely guest issue resolution.
– Analyze trends and present feedback for continuous improvement.
– Actively participate in key meetings for vendor performance review.
– Initial point of contact for efficient guest recovery services.
– Monitor social media for reviews, ensuring customer satisfaction.
– Manage the hotel’s social portfolio to expand engagement and client base.
– Evaluated agent performance and developed reports for decision-making.
– Managed internal payment services, reducing operational costs.
– Improved productivity through manuals and Excel/Access sheets.
*Contact Center Transaction Specialist* (09/2011 to 12/2014)
– Processed diverse payments, ensuring process efficiency.
– Managed team performance by tracking spreadsheets.
As a multifaceted analyst and engineer with 7 years of experience in the intel and tech industries, I possess a diverse skill set that allows me to contribute to a wide range of technical projects.
I am a self-motivated, reliable and professional with editing skills and attention to detail.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
A highly accomplished Creative Designer with a proven track record in Apple’s sales enablement channel, I am eager to bring my exceptional design skills, professionalism, and work ethic.
