Customer Success superstar
Resume:
Alexis Lee
Oakland, CA **610
******************@*****.***
Adaptive, inspired, & hard-working tech professional who has earned a solid reputation by successfully bridging communication between teams, analyzing & synthesizing disparate data, & thinking outside of the box. Self-motivated team player who is ready to take on new and exciting challenges.
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Education University of California - Berkeley / B.A. Media Studies JANUARY 2010 - MAY 2014 BERKELEY, CA
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Experience Left Bank - Jack London Square / Front of House Manager JUNE 2023 - PRESENT OAKLAND, CA
● Champion the guest experience through a hands-on management style, resulting in a marked decrease in client complaints.
● Encourage a positive and professional environment for front of house staff, leading to high customer satisfaction ratings of 4.4 stars & above on multiple platforms (OpenTable, Yelp, Google) over the first 6 months of employment.
● Conduct interviews, spearhead the hiring process, & run staff training seminars for 40+ employees.
● Pen the weekly schedule for hourly front of house staff while consistently reducing actual labor vs scheduled labor over the span of several months, in turn preventing overstaffing.
● Oversee & execute private banquet events from set up to clean up, ensuring that all guests leave satisfied & payment is rendered correctly.
● Inherited the restaurant's beverage program, completely reorganized the physical storage of product, and synced physical stock with sales via Bevager & Toast, resulting in an immediate increase in wine BTB sales by 20% within the first 4 weeks of project completion. Duende / General Manager
MAY 2022 - JUNE 2023 OAKLAND, CA
● Collaborated closely with the head chef/owner to efficiently operate a bustling small, local restaurant with a compact team.
● Managed a staff of 20 employees; responsible for hiring, firing, & discipline.
● Wrote the weekly schedule for the front of house team & consistently cleared monthly labor targets by reassigning job responsibilities & minimizing the amount of extraneous staff.
● Oversaw the online presence of the business & marketed the restaurant on a very limited budget. Tasks included: website management, search engine optimization, & social media management; ideation & execution of monthly email newsletters & social media content; responding to customer reviews on multiple platforms (OpenTable, Yelp, Google); maintained exemplary satisfaction ratings of 4.3+/5 on average during ㅡ
Skills
my tenure.
● Booked talent, managed payments, & coordinated private events & ticketed programs for events such as Flamenco Night & Oakland Restaurant Week.
BuzzSumo / Customer Success Specialist
JUNE 2016 - MAY 2022 REMOTE / UK
● Promptly & professionally respond to inquiries from prospects & customers through multiple channels, including email, instant chat, & screen share.
● Grew customer lifetime value and positively influenced ARR of 15% of accounts through onboarding, training, & strategic upselling due to excellent product knowledge.
● Served as the primary point of customer contact, building strong relationships with key stakeholders at multiple levels within the customers' organizations.
● Created a customer journey map to align the company’s product goals with customer needs, leading to a 20% increase in product upsells & customer retention.
● Spearheaded a Voice of the Customer program to better understand client use cases & consulted with the product development team, thereby leading to a 100% NPS satisfaction rating.
● Gained expertise in several content management programs, wrote new content, & implemented a reorganization of the self-help knowledge base.
Hard skills: POS systems, employee training, staff scheduling, inventory management, CRM, computer literacy, Google & Microsoft suites of program Soft skills: leadership, communication, adaptability, empathy, collaboration, creative problem solving, customer service, relationship development, attention to detail, critical & strategic thinking
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