Customer Service Experience

OBJECTIVE

To obtain a leadership position where I will learn programs and develop them to achieve quality assurance and customer experience success while growing with a dynamic organization.

SKILLS PROFILE

●Bilingual Spanish-English translator.

●Customer Service Mgmt. and Call Center Directorship experience.

●Proficient in Microsoft Office and Google Suite applications.

●Self-starter and trusted partner that excels in developing collaborative relationships, leading teams and managing a diverse group of personnel in a fast-paced, technology driven environment.

●Excellent written and verbal communication skills with ability to relay all pertinent information to all levels of the organization.

●Motivational team leader and colleague that others naturally seek for direction, guidance, and problem resolution.

●Multicultural knowledge and business expertise with a strong representation amongst Latin Americans to include Central and South American citizens/immigrants.

EMPLOYMENT HISTORY

AndGo by Goodyear 2020- present

Operations Coordinator

B2B global technology start-up who is outcome oriented, offering a turn-key platform for providing services for large businesses.

●B2B customer manager with responsibility for the top five leading customers representing 80% of the company’s overall annual revenue.

●Provide support to over 1,200 Amazon DSP customers and over 150 service providers with dedication on solving issues and inquiries and ensuring all end-users are maximizing their AndGo experience. Conduct daily customer feedback, preventative maintenance, and safety inspection audits. Created the daily maintenance service schedules for our mobile maintenance technicians. Inspect invoices to ensure they match with completed service forms. Assist in providing customers with picture proof and cost estimate work orders for additional recommended maintenance services.

●Leads a cross functional team of approximately 8 people and 10 stores which encompasses B2B and B2C (5-10%) complaint handling, scheduling, logistical management, parts and ordering, and technical management.

●Responsible for the launch and continued service of Kinto by Toyota in 2020 and have continued as the principle customer support liaison

●Spearheads the coordination of a fleet of vehicles working primarily with proprietary tools and scheduling systems.

●Utilizes Slack and Slack Bot to communicate cross functionally with all teams and stores, both internally and externally

Tesloop, Hawthorne, CA 2017 - 2020

Operations Manager

●Worked directly with the Chief of Operations and the Director of Customer Service to continually develop and implement the processes that improve customer experience and vehicle operational productivity while managing and training the Driver and Valet teams.

●Established training and development opportunities for members of the team

●Lead recruiting and interviewing of candidates utilizing scoring methodology to determine skill set and abilities of candidate

●Developed and implemented new processes to improve customer service, customer experience and overall productivity of the team

T7 Services Inc., Torrance, CA 2014 – 2017

Customer Service Manager/Independent Consultant

●Owned the overall customer relationship to include repackaging, retention, and customer satisfaction

●Established a trusted strategic advisor relationship with customers which drove continued value and reduced customer churn

●Developed key performance indicators while working with customers to establish critical goals

●Worked directly with the CEO to establish and retain excellent relationships with customers, advocating for customer needs cross-departmentally, managed escalations, and identified and executed upsell opportunities.

deviantART Inc., Hollywood, CA 2011 – 2014

Customer Care and Operations Manager

●Managed all customer service personnel to improve overall customer satisfaction and engagement that exemplified the Vision & Mission of the company's Senior Bridge which involved making performance reports, conducting assessments, and being a liaison to all other department heads.

MySpace Inc., El Segundo, CA 2008 – 2011

Customer Experience and Operations Manager

●Managed a world-class support team able to respond to priority user issues quickly and effectively, tracked monthly, quarterly and annual production and service target levels while optimizing staffing schedules to ensure 24/7/365 operations.

EDUCATION

2007 Associate Degree in Liberal Arts, West LA College

2007 Paralegal Certificate ABA approved, West LA College

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