Customer Service Experience
Resume:
ML
Maria Leahy
Professional Summary
Forward-thinking people leader with proven track record of driving business strategy, training and delivering exceptional customer experience
(internally and externally). Passion for developing people, scaling teams and building strong company culture and community. Work History
ZEVIA PBC - Director Customer Service /Product Distribution Encino, United States
04/2012 - 11/2022
Versatile Sr. Leadership Role with Encino Site Leader and Director of Customer Service and Product Distribution.
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Directed team of 8 employees 1 Manager, 7 distribution Centers Support Sales Representatives across the United States as well as a team of 3 in Canada, developing customer experience programs exceeding CSAT goals by 10%
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Established departmental performance goals and provided feedback for underperforming areas.
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Worked closely with organizational leadership and board of directors to guide operational strategy.
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Optimized operational processes using analytics tools to address client- specific metrics.
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Managed daily operations while overseeing multiple locations to foster increased productivity.
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Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
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Monitored office workflow and administrative processes to keep operations running smoothly.
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Evaluated company documentation to verify alignment with regulatory requirements.
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Formed strategic partnerships and connected with potential clients to drive business development.
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● Monitored and coordinated workflows to optimize resources. Formalized a training and content team of 8 to support internal and external educational content
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Created in-house online learning platform and built out SOP, Help implement New Software for the company in 2021 ans 2022 NetSuite and Kuebix .
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Worked with Product roadmap to ensure customer experience was included in enhancements and changes
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Partnered with Engineering, developed Trust and Safety Committee to to proactively mitigate risk and standardized emergency response
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*************@*****.***
Woodland Hills, CA 91367
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Skills
Bilingual- Spanish
● Strategic planning
● Training and development
● Program and department leadership
● Budgeting and Allocation
● Learning Management Software
● Personnel recruitment
● Organizational development
● Managing employee relations
● Workforce improvements
● Instructor coaching
● Project Management
● Quality Assurance
● EDI
Familiar with Amazon, Target,
Walmart
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Education
02/1998
Pierce College Woodland Hills
Woodland Hills, United States
Associate of Arts
Levlas/Nature's Gate - Manger, Customer Service and Distribution Chatsworth, United States
04/2005 - 04/2012
protocol for system/ site down scenarios
Programmed and performed full cycle recruiting for company growth of 1 to 16 employees in 6 months for Customer Service and Distribution departments during Covid 19 ( remote environment)
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Leveraged professional networks and industry knowledge to strengthen client relationships.
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Represented the voice of the customer regarding product experience, expectations, and value at the Executive level
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Served in a strong employee management role with split responsibilities of Training & Development and Customer Experience
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Directed the Agent Care training program, managing team of 5, 4 Associate to deliver product complete and on time
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Managed quality assurance program, including on-site evaluations, internal audits and customer surveys
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Enhanced internal learning experiences for product updates, enhancements and new hire onboarding
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● Aligned Chatsworth team 3 supervisors and 10 sales representatives Developed employees with top engagement marks (90+%) and consistently delivering on quality, and exceeded department goals and service level agreements
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Spearhead day-to-day business functions of multiple projects, including seamless facilitation of the development and the launch Oracle
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Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
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● Provided primary customer support to internal and external customers.
● Answered constant flow of customer calls with minimal wait times. Evaluated account and service histories to identify trends, using data to mitigate future issues.
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Consulted with outside parties to resolve discrepancies and create expert solutions.
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Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
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Cultivated customer loyalty, promoted repeat business, and improved sales.
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● Provided information regarding charge accounts and loyalty programs.
● Boosted sales revenue by skillfully promoting diverse service options. Answered product and service questions, suggesting other offerings to attract potential customers.
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Communicated with vendors regarding backorder availability, future inventory, and special orders.
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Optimized data access and storage to improve performance of analytics systems.
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● Assisted with creating SOP models to improve data analysis.
● Assisted with creating data modules to facilitate training. Assisted with creating data cubes and OLAP models to improve data analysis.
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Analyzed current business plan and implemented policies, procedures and process improvements to maintain cancellation rates below 5% of with an increase customer satisfaction
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Implemented business intelligence solutions to increase operational efficiency.
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Analyzed data to identify root causes of problems and recommend corrective actions.
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