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Work Background
Pep PinosBusiness Manager
Sep. 2022Verbena•Successfully increased profits by 15% within the first year as Business Manager at Pep Pinos. •Led the implementation of a new organizational system to facilitate the production process, resulting in a 30% improvement in turnaround time. •Developed strategic partnerships with leading forestry companies to expand the reach of Pep Pinos' services. •Proven track record of developing and executing successful marketing campaigns for forestry products.•Supervised a team of 20 staff members and achieved a 99% customer satisfaction rate. •Established a system for tracking and analyzing key performance metrics, leading to a 20% increase in efficiency. • Successfully orchestrated and implemented a community outreach program that resulted in a 20% increase in public awareness of the company's forestry initiatives.
Walker360TikTok Content Creator
May. 2022 - Oct. 2022Montgomery, Alabama, United States•Generated over 10 million views on TikTok in under 3 months. •Developed creative strategies for campaigns that increased client engagement by 30%. •Created viral content for brands that increased brand awareness by 50%. •Proven ability to create imaginative videos and content that resonated with target audiences, resulting in a 20%increase in user acquisition. •Generated over $50,000 in sales for clients through content creation campaigns. Created the business proposal that spearheaded the creation of Walker360 Business TikTok platform.
Walker360Customer Service Representative
Mar. 2022 - Oct. 2022Montgomery, Alabama, United States•Answered customer inquiries with an average response time of 4 minutes, resulting in an overall customer satisfaction rate of 97%. •Developed customer service strategies that improved customer loyalty by 20%. •Handled over 100 customer calls per day with a 90% first call resolution rate. •Utilized customer feedback to create tailored solutions for customer needs and concerns. •Recognized by customers as a top-rated customer service representative for providing quality customer service and problem solving.
Pep PinosAccount Manager
Jun. 2019 - Mar. 2022Verbena, Alabama, United States•Generated $50,000 in new business for Pep Pinos in the forestry industry through effective client relationship management. •Implemented tailored solutions for forestry customers, resulting in a 20% increase in customer satisfaction ratings. •Developed new strategies for cost savings, resulting in a 25% reduction in overhead costs. •Established and maintained positive relationships with key stakeholders, resulting in the successful completion ofmultiple projects.•Increased customer loyalty by 25%, resulting in a 10% increase in repeat business.•Streamlined reporting process, reducing time needed for reporting by 40%. •Spearheaded an innovative tree-planting initiative that successfully planted over 500 trees in local communities. •Collaborated with local nonprofits, to establish a program that provided educational materials on sustainable forestry practices to over 1,000 students. •Represented the company at over 50 public events and meetings, successfully advocating for the company's forestryinitiatives to local stakeholders.
ASE Credit UnionCall Center Team Lead
Dec. 2018 - Jun. 2019Montgomery,AL• Spearheaded the development, implementation, and evaluation of educational training modules for 25+ call center staff members, resulting in a 15% reduction in call wait times and an 11% increase in customer satisfaction ratings. • Leveraged advanced analytics to identify customer service strengths and weaknesses and develop targeted solutions to improve customer experience. • Delivered engaging and results-driven training sessions for call center staff, resulting in the development of new skills and a 20% improvement in customer service metrics.
ASE Credit UnionMember Experience Coordinator
Dec. 2016 - Dec. 2018Montgomery, Alabama, United States•Brought in over 500 new members to ASE Credit Union and increased customer satisfaction rates by 15% within the first year of employment. •Developed and implemented a comprehensive customer service training program that increased customersatisfaction scores by 20%.•Consistently exceeded monthly goals for member recruitment and retention, resulting in a 20% growth in total membership. •Improved the customer experience by introducing a new online banking platform, resulting in a 20% increase in online banking usage. • Successfully trained and managed a team of 10 customer service representatives, resulting in an average customer satisfaction rating of 95%. • Performed daily ATM/ CTR audits, replenishments, deposits, and routine maintenance. • Provided computer networking support, troubleshoot malfunctioning ATM/CTR, and preventive/general maintenance.
Pep PinosCommunity Liaison
May. 2015 - Dec. 2016Verbena, Alabama, United States•Improved community relations by leading an outreach program that resulted in a 20% increase in local support forPep Pinos' forestry initiatives. •Streamlined communications for the forestry team by developing an efficient digital tracking system, resulting in a25% increase in productivity. •Developed cost-effective solutions to reduce the environmental impact of Pep Pinos' forestry operations by 10%.•Negotiated and secured $1 million in funding for forestry initiatives from external stakeholders. •Played a key role in the development of a sustainable forestry management plan that resulted in a 15% reduction in timber harvesting and an 8% increase in forest preservation. •Established a network of over 50 organizations to promote better understanding and collaboration between the forestry sector and local communities. •Spearheaded an innovative tree-planting initiative that successfully planted over 500 trees in local communities. •Collaborated with local nonprofits to establish a program that provided educational materials on sustainable forestry practices to over 1,000 students.
Sosa ForestryOffice Manager
Jan. 2014 - May. 2015Clanton, Alabama, United States•Increased office productivity by 10% through streamlining existing processes and implementing innovative procedures. •Spearheaded a successful project to digitize all paper files, resulting in a 40% reduction in physical storage space. •Developed an employee engagement initiative that increased morale and job satisfaction by 20% over the course of one year. •Developed and implemented a new system to track and manage incoming and outgoing shipments, resulting in a 35%reduction in delivery times. •Successfully supervised 10 junior office staff, ensuring all deadlines were met and quality standards were maintained. •Oversaw the successful implementation of a new payroll system, resulting in a 10% reduction in processing time.
Sosa ForestryAdministrative Coordinator
Jan. 2013 - May. 2014Clanton, Alabama, United States• Streamlined administrative processes for Sosa Forestry, reducing paperwork by 40% and saving the company over $5,000 in labor costs. • Demonstrated leadership in coordinating and managing over 15 simultaneous projects, delivering successful outcomes with excellent customer service. • Excelled at developing and maintaining an efficient filing system, which increased the accuracy of document retrieval by 90%. • Developed a comprehensive tracking system for inventory, resulting in improved oversight and accountability. • Improved productivity of administrative processes by 15%, enabling Sosa Forestry to meet tight deadlines on projects. • Crafted and implemented a customer service training program resulting in customer satisfaction ratings of over 95%.
Sosa ForestryAdministrative Assistant
Jan. 2012 - Jan. 2013Clanton, Alabama, United States• Streamlined administrative processes and reduced paperwork by 30%, resulting in a 20% increase in efficiency. • Spearheaded successful implementation of new filing system, increasing document retrieval accuracy by 40%. • Developed and implemented a comprehensive customer service plan that improved customer satisfaction ratings by 15%. • Coordinated 17 company events, resulting in a 5% increase in business. • Developed a comprehensive maintenance tracking system, leading to a 25% decrease in repair costs. • Established a new document tracking system, resulting in a 50% reduction in lost documents.
Patsy’s KitchenWaitress
Jan. 2008 - Jan. 2012Marbury, Alabama, United StatesFamily Owned and Operated Business Waitress duties included but are not limited to: •Greet and escort customers to their tables •Present menu and provide detailed information when asked (e.g. about portions, ingredients or potential food allergies) •Prepare tables by setting up linens, silverware and glasses •Inform customers about the day’s specials •Offer menu recommendations upon request •Up-sell additional products when appropriate •Take accurate food and drinks orders, using a POS ordering software,order slips or by memorization •Communicate order details to the Kitchen Staff •Serve food and drink orders •Check dishes and kitchenware for cleanliness and presentation and report any problems •Arrange table settings and maintain a tidy dining area •Deliver checks and collect bill payments •Carry dirty plates, glasses and silverware to kitchen for cleaning •Meet with restaurant staff to review daily specials, changes on the menu and service specifications for reservations (e.g. parties) •Follow all relevant food safety guidelines and health department regulations •Provide excellent customer service to guests
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