Customer Experience Social Media

FRANCES N. TOKAHUTA-DIAZ

**** ***** ******* *****, **** 31

Long Beach, CA 90803

562-***-**** • ************@*****.***

EXECUTIVE ADMINISTRATION

Logistics specialist in import and export duty operations. Proactive personal support and customer interface with excellent communication skills. Effective ability to successfully interact with people.

PROFESSIONAL EXPERIENCE

CLEVELAND GOLF/ SRIXON, Huntington Beach, CA 2013-Present

Customer Experience Advocate

The Customer Experience Advocate is responsible for providing an effective customer experience for all internal and external customers by using excellent in-depth knowledge of company products, processes and programs. Responsible new-hire training.

• Communicate with customers via phone, email, mail or social media.

• Obtain and evaluate all relevant information to handle product and service inquiries.

• Respond promptly to customer inquiries.

• Processes customer orders/changes/returns/repairs according to established department policies and procedures.

• Answer product and service questions for customers; suggesting information about other products and services.

• Provide timely and accurate information in response to inquiries, order status, concerns and requests about products and services.

• Handle questions regarding changes in policies or procedures.

• Provide pricing and delivery information for orders.

• Perform customer verifications.

• Attempt to persuade customer to reconsider cancellation of order.

• Keep thorough documentation of customer interactions and transactions, recording details of inquiries, comments, complaints and actions taken.

• Answer questions about warranties or terms of sale.

• Process paperwork related to credits/adjustments.

• Process paperwork related to repairs and returns.

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

• Update aging reports for returns and repairs.

• Secondary person when my Advisor is unavailable for my team as well as my colleagues.

Data Entry/Customer Service Agent

Handle daily reports and adjust pricing on multiple programs for various accounts.

Edit and enter sales order on a daily basis

Send confirmation emails, invoice logo bag, logo hats, logo ball orders

Manage the 541/542 holds

Inputting logo balls, bags and hat orders

Assist CSR’s and sales representative regarding “seasonal programs” offered

Answer calls for Corporate, Logo and High School Accounts

Assist accounts and consumers with various questions regarding their orders, back orders and status updates

Entering return authorizations and repairs for accounts

Assist sales reps and Regional Managers with questions on orders

KELLY SERVICES FOR IFM EFECTOR, Cypress, CA 2012-2013

Personnel agency supplying staff to various companies-Temporary Assignment

Sales Support Specialist – Sales Department

Report to the Inside Sales Manager, sales staff and customers assisting them to meet critical deadlines on a daily basis in a support role.

Demonstrate the ability to be accurate and pay close attention to detail

Provide internal and external support to sales team as well as customers

Inputting sales quotes, sales orders, group pricing and contract pricing on a daily basis

Assist sales team with hunting and various projects, database clean up, organize monthly meetings, sales call documentation and run monthly reports

PREMIER PERSONNEL SERVICES FOR DENSO SALES CALIFORNIA, INC., Long Beach, CA 2012-2012

Personnel agency supplying staff to various companies-Temporary Assignment

Administrative Assistant – Procurement Department

Assist buyers with various spreadsheets, projects and follow ups with various suppliers.

Monitored procurement shared in-box with PO acknowledgements, ASN’s and correspondences

Follow ups regarding open orders with suppliers

Maintenance of pricing and files

Inputting notes for each buyer regarding open and back orders

Weekly emails to suppliers regarding open and back orders

Maintain VQM for pricing in BPCS system as well as logging

Assist buyers with various projects as needed

Contacted suppliers with auto part inquiries

Revise PO’s as needed

ALORICA FOR AMERICAN HONDA MOTORS, Torrance, CA 2008-2011

Personnel agency supplying staff to nationwide call centers

Customer Support/Case Manager - Automobile Customer Service

Responsible for transferring customer telephone inquiries to appropriate tiers. Archived written communications including emails, letters and faxes. Opened new case files (including recalls) and managed continuing cases for Vice President for Parts and Sales. Reported summary of case statuses directly to American Honda Finance Corporation.

Successfully improved workflow by meeting increased traffic with efficiency, organization, and strategically prioritized responses

Routinely handled high call volumes still maintaining high quality customer interface and proper sorting to appropriate offices and case managers

Maintained archival system of digital folders of scanned communications organized by case number

Handled up to 80 executive letters from initial creation through case closure on monthly basis

Weekly reports to American Honda Finance Corporation were delivered rapidly, efficiently and on time

Retained monthly records sorted between active and inactive cases

Secured all confidential documentation with discretion and appropriate protocols

Voluntarily stepped in during times of extremely high volume of calls from customers and resolved multiple issues

Data based all complaints, compliments, and suggestions routed from Honda home office in Japan

Sorted and organized marketing materials, brochures, and vehicle handbooks and manuals

Used prioritization and rapid response with cases involving Better Business Bureau complaints

INFINITI MEDIA, INC., Torrance, CA 2005-2007

Optical media company manufacturing and importing blank optical media for local and nationwide sales and distribution to Canada

Administrative Assistant to VP for Sales and Marketing

Responsible for internal and external communications. Provided interface with vendors. Procured and maintained all office equipment, supplies and other resources.

As executive assistant successfully met the challenges while working in high pressure responsible role

Negotiated credit and collections involving corporate accounts in excess of 1 million dollars

Strategized new pricing development and implementation

On domestic and international orders, interfaced contact with all clients and inbound customer service calls

Marketed current and potential clients, increasing current contracts as well developing new sales

With transportation manager, managed logistics from warehouses both domestic and internationally

Solely responsible for recovery efforts from damages incurred during transport

EDUCATION

Cerritos College – Paralegal Studies 2001-2002

Human Resources 101 training through PIHRA 2003

Completed coursework for: “How to Deal with Difficult Customers” 2010; Empathy Training 2011

Expert in Computers (including all Windows OS), Microsoft Office Suite (Word, Excel, Access, PowerPoint), BPCS, Goldmine, Lotus Notes, CRMS, CRM, Tri Tec, Legal Solutions, QuickBooks, ZenDesk, E1; Typing 70 WPM; 10-Key by touch; Fluency in Thai

PROFESSIONAL REFERENCES AVAILABLE UPON REQUEST

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