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Work Background
Off The RecordCustomer Service Team Lead
Jul. 2024- Enhanced team productivity and morale by implementing structured mentoring programs for
new hires, resulting in a 70% reduction in training-related errors and increased retention of high-
performing employees.
- Redesigned and streamlined workflow for customer escalations and support processes, reducing resolution times by 30% while maintaining high customer satisfaction scores.
- Fostered a culture of continuous improvement through one-on-one coaching sessions, addressing performance gaps, and empowering team members to meet and exceed key performance metrics.
- Implemented and managed team scheduling, optimizing workforce management to align with business needs and improve operational efficiency. Key Accomplishment: Spearheaded process improvements in customer service workflows, leading to faster ticket resolution times and a measurable increase in client satisfaction.
Off The RecordCustomer Service Representative
Nov. 2023 - Jul. 2024- Delivered exceptional customer support via phone, email, live chat, and SMS, achieving a 98%
customer satisfaction rate and contributing to the company's 97% national success rate.
- Improved client retention and booking rates by leveraging soft-sales skills to promote OTR's
unique value proposition, consistently exceeding monthly sales and service targets.
- Resolved escalated customer concerns promptly and effectively, maintaining positive relationships and protecting the company’s reputation for excellence.
- Contributed to operational efficiency by performing data entry, managing case Niles, and identifying process improvements to better support the team’s high-volume workload. Key Accomplishment: Supported training new team members, contributing to the team's ability to scale operations effectively as the company grew.
U.S. EggServer
Jun. 2023 - Nov. 2023Phoenix, Arizona, United States
Varsity TutorsTutor Operations Specialist
Dec. 2019 - Oct. 2022Phoenix, Arizona, United States- Achieved 96% satisfaction rating through proactive one-call resolutions of customer issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance in order to end 2021 in the top 15% of Operation Specialists.
- Created and implemented customer support strategy to increase customer retention in our lifetime value clients.
- Played instrumental role in client satisfaction by working with other teams for proper resolution of service issues.
Stage Dreams TheaterNon-Profit Director
Mar. 2017 - Mar. 2020Phoenix, Arizona, United States- Established team priorities, maintained schedules and monitored performance.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Arranged travel accommodations for groups consisting of 40 or more students, chaperones, and staff members.
- Planned and organized special events, solicited corporate sponsorships and set up matching gift donations to reach financial targets.
STAGE DREAMS YOUTH THEATER LLCProduction Manager
Jun. 2015 - Dec. 2019Phoenix, AZ- Collaborated with teammates to deliver valuable features meeting business and customer needs.
- Enhanced functionality and appearance of website and repaired functionality issues.
- Identified appropriate marketing channels and target customers for campaigns.
- Created customized marketing materials to increase product awareness by 100% from 2018 to 2019.
Jared the Galleria of JewelrySales Associate
Aug. 2014 - May. 2015Glendale, AZ- Provided positive first impressions to welcome existing, new and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Engaged with customers to effectively build rapport and lasting relationships.
- Increased sales by offering advice on purchases and promoting additional products.
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