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Work Background
Irvine CompanyCustomer Care and Reputation Manager
Jan. 2025Oversee all escalated customer concerns across a portfolio of apartment communities, ensuring timely and effective resolution to enhance resident satisfaction and retention. Manage comprehensive online reputation across all major platforms, including Yelp, Google, Instagram, Facebook, Apartments.com, and Zillow, meticulously crafting and delivering responses that align with company branding and service standards. Collaborate closely with on-site community teams to address specific concerns, gather insights, and ensure a unified approach to customer care and public relations. Drive live engagement initiatives with communities to foster positive relationships and proactively address potential issues, enhancing the overall resident experience.
McMaster-CarrBusiness Operations
Aug. 2018 - Jan. 2025Santa Fe Springs, CaliforniaOrchestrate comprehensive customer communications and manage orders, swiftly resolving issues and devising resource-based solutions while delivering proactive, exceptional customer service across all stakeholder levels. Spearhead dynamic employee onboarding to boost job readiness, integrate company culture, and enhance productivity and engagement. Collaborate with leaders to administer and direct targeted training through the internal Learning Management System (LMS), focusing on performance enhancement and uplifting customer contact center operations. Engage with cross-functional regional and brand leaders to refine and strategically advance leadership development through specialized training initiatives.
• Onboarded 35 new employees, significantly enhancing the department's onboarding efficiency and team cohesion.
• Developed and spearheaded a pilot project to establish and monitor performance metrics, achieving more precise goal-setting and improved project management outcomes.
• Conducted a comprehensive data trend analysis, driving strategic enhancements that bolstered contact center operations and efficiency.
TargetExecutive Team Lead Human Resources
Jun. 2015 - Aug. 2018Santa Ana, CaliforniaAdministered operations and functioned as the chief leader on duty for a $41M retail store, orchestrating daily sales and operational activities while supervising six executives and 106 staff members. Led storewide functions, with direct reports from all 14 team leads, to enhance operational efficiency and sales performance. Established compliant training and onboarding programs tailored to various professional growth needs, including leadership and technical skills. Formulated HR systems-driven strategies for enhancing employee development and managing performance. Devised a tracking system to gauge training success and conducted rigorous audits for FMLA, LOA, and ADA compliance. Analyzed payroll, turnover, and customer satisfaction metrics to fortify team culture and escalate profitability.
• Spearheaded a district-wide leadership program, enhancing leader capabilities and accelerating promotions by strategically focusing on strengths and developmental needs.
• Enhanced training efficiency significantly by streamlining and customizing programs based on thorough team evaluations and specific business needs.
TargetExecutive Intern
Jun. 2013 - Jan. 2014Orange County, California AreaExcelled in optimizing retail operations, enhancing sales floor efficiency and operational excellence. Executed interviews, recruiting, and integration of new hires to boost workforce proficiency and expand talent resources. Administered and completed multiple projects on schedule, driving key store performance goals. Developed and executed growth strategies for high-potential employees, promoting professional advancement and strengthening team capabilities.
• Implemented a sales-driven initiative in the produce department, introducing new customer service training and floor layout changes, achieving a 12% increase in sales profits over the summer.
Irvine Company
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