Customer Service Care
Resume:
Laura Angelica Ortiz-Hoffman
San Diego, CA *****
**************@*****.***
Ambitious training and developing professional with 10+ years of diversified experience. Team leader with proven ability to help others find their strengths. Committed to business development, skilled at evaluating options and generating solutions, self-starter, goal-driven, flexible, independent, organized, and punctual, with a strong desire to succeed. Excellent written and verbal communication skills. WORK EXPERIENCE
bioClarity San Diego, California
Customer Care Manager July 2016- October 2022
Pioneered and created from scratch the customer experience practice and training guides. Responsible for staffing and training a team on the phone, chat, SMS, and email. Developed a long-term customer experience strategy that decreased average response time by 30%. Managed the execution of agent-to-customer interactions. Conducted weekly meetings to discuss trends, retention, and team needs. Identified customer pain-point delivery and fulfillment trends to report to operations for resolution.
Secondary roles:
Worked directly with the marketing and public relations team to fulfill seeding requests. Utilize Google Sheets to communicate with my team and Public Relations partners. Pre-production testing and assessment reporting for prototypes of upcoming products.
Olyve - A Luxury Floral Company San Diego, California Customer Care Specialist October 2015 – July 2016
Built responses for all client interactions. Followed up with clients daily to ensure they were satisfied with the gifting experience. Managed inventory of goods to ensure fulfillment of bouquets. Coordinated daily outgoing floral deliveries for multiple locations (San Diego, LA, Miami, & New York). Curated promotional and marketing email content.
FTD Companies San Diego California
Kalla Sales Consultant April 2014 – October 2015
Provide a service to obtain new customers and secure existing clients Follow-up with clients, to ensure clients remain satisfied and will come back for repeat sales. Utilize Microsoft Word, Excel software to communicate with my consulting team and our public relations partners Monitor social media to ensure clients are satisfied with our products and to resolve any issues that may arise. Quality Assurance Specialist November 2013 - February 2014 Monitored recordings of customer interactions with internal and external customer service agents using Impact 360 Quality Monitoring web program. Noted key details of phone calls and entered accurate notes within the Quality Assurance form. Scored performances of customer service agents based on company standards of protocol and audits of order details and records for accuracy.
Phone Support Associate February 2012 - October 2013 Served as the first line of contact to assist with associate inquiry calls pertaining to product knowledge, company practices, and internal processes. Managed escalated calls with customers to provide resolutions in emotionally involved situations. Utilized Oracle Instant Service software to communicate with customers and associates. Consumer Sales Agent November 2011- January 2012
Worked as a sales representative for six different brands of consumer goods. Skilled product knowledge for each brand. Provided customer sales and service assistance to clients over the phone and via email EDUCATION
Brandman University Bachelor of Arts, Psychology
CORE PROFESSIONAL COMPETENCIES
Exceptional Interpersonal Skills · Leadership and Management · Researching · Problem Solving · Team Building · Microsoft Office Suite · ZenDesk · Gorgias · Sprout Social
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