Customer Service Representative

Kacyn Kapreilian

Boca Raton, FL M: 561-***-**** *****@*********.***

Dedicated customer service representative and event coordinator with 20+ years total management experience. Skilled in event planning, sales, and customer relations with excellent attention to detail, ensuring the customer experience exceeds expectations. Skills: CRM system experience; Microsoft Office Suites; Google Suites; Zoom; client data tracking; customer relations WORK EXPERIENCE

Opportunity Travel, Delray Beach, FL – remote employment Customer Service Support and Event Coordinator (2020 – 2023)

• Assist with overall coordination of live, virtual, and hybrid events

• Greet participants at in-person events and provide on-site customer service for 250+ members per event

• Attendee tracking, including sales revenue and special attention to VIP customers

• VIP member liaison

• Oversaw 2022 transition to new, internally built CRM platform, collaborating with IT team to troubleshoot and resolve order processing errors, inaccurate reporting, and providing general feedback for improvement

• Write and edit all pre- and post-event attendee communications, collaborating with marketing team to promote additional revenue efforts

• Engage with web development team to ensure online attendee portal accuracy

• Ensure overall happiness and comfort for all attendees and resolving inquiries via email and phone

• Consult with internal departments to advocate for event and program updates that better serve customers

• Generate, on average, 20% of overall event revenue through event registrations sold over the phone

• Coordinate directly with event hotels to ensure reservation process is seamless for participants, speakers, staff and vendors Great Escape Publishing, Delray Beach, FL – hybrid employment Member Services Director (2012 – 2020)

• Recruited, hired, and trained customer service team responsible for 60,000 paid customers and 150,000 newsletter subscribers

• Managed a team of four employees across three time zones, setting schedules, leading team calls, and maintaining support for VIP customers

• Assisted event director in administrative tasks leading up to all state-side and international events, while providing hands- on support during events

• Communicated via email and phone with prospective event registrants and participants, as well as program and membership customers, to ensure overall satisfaction and happiness, always working to provide a pleasant and cheerful customer experience

• Audited weekly marketing efforts and provided feedback for the marketing team based on customer perspective

• Managed and executed daily product and event fulfillment for all customer orders, ensuring instant access, and helping troubleshoot any portal log-in issues to ensure satisfaction of products and services

• Developed email campaign to recoup 5% of sales revenue that would have otherwise been canceled for non-payment

• Oversaw declined credit card campaign that recouped $7K+ of lost revenue in the first 3 months of its inception Member Services Manager (2014 – 2016)

• Coordinated company move into new customer management system and software

• Built and developed system of saved customer service email responses for common event and program questions

• Worked with IT team on database functions and codes for more efficient importing and exporting of customer data

• Acted as program and event VIP member liaison

• Supported event planning and on-the-ground coordination

• Developed thorough knowledge base of new and existing products and marketing campaigns Member Services Representative (2012 – 2014)

• Managed 100% of customer service inquiries via phone and email, guiding new and seasoned customers on program benefits and selection, sharing promotional sales details, and communicating member feedback to company staff

• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently OTHER POSITIONS HELD

Gallery Manager, Phillips Galleries, Palm Beach, FL (2004 - 2011) Restaurant Manager, Bistro Zenith, Boca Raton, FL (1997 – 2004)

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