Customer Service Delivery

Anna Prieto

562-***-**** ***********@*****.*** Downey, CA 90241 https://www.linkedin.com/in/anna-prieto-2a9b3b32a

Customer Service & Sales Management Relationship Building Customer Retention Conflict Resolution Team Leadership

Drives significant improvements in customer satisfaction and operational performance through strategic leadership in customer service and wholesale management. With 15+ years of experience in high-demand environments, focuses on optimizing customer interactions, resolving conflicts, and implementing efficient service delivery strategies. Leads and develops high-performing teams, and champions a customer-first culture. Collaborates with cross-functional teams to streamline processes and enhance service delivery, ensuring customer satisfaction and loyalty. Utilizes problem-solving skills to deliver exceptional customer experiences

Key Skills: Customer Relations, Process Improvement, Team Leadership & Development, Conflict Management, Strategic Planning, Performance Measurement, Technology Utilization, Training & Development, Customer Retention & Loyalty, Customer Engagement

Professional Experience

Took a career break to focus on family commitments. 08/2024 – Present

National Customer Service Manager, Veronica M 03/2010 – 08/2024

Promoted to lead customer engagement initiatives; increased revenue by managing customer approvals and strategic upselling. Implemented incentivized sales targets, driving self-motivated sales initiatives that regularly exceeded weekly goals. Maintained all customer databases with real-time modifications and feedback. Boosted sales by managing tailored promotional strategies for non-standard orders. Strengthened customer relationships and engagement by leveraging personal connections at trade shows.

Customer Satisfaction & Relationship Management

Enhanced customer satisfaction by personalizing support and implementing direct order placements, reducing customer complaints and improving ease of use.

Managed high-volume customer inquiries by developing a support system that ensured all customer needs were met promptly.

Developed and maintained strong customer relationships by implementing a customer-first strategy that addressed their immediate concerns, maintaining high retention rates, especially with demanding clientele.

Reduced return rates by proactively addressing frequent customer issues with quality control adjustments before dispatch.

Operational Efficiency & Quality Control

Reduced delays and increased accuracy in order fulfilment by optimizing inventory and shipment operations.

Streamlined the order intake process by co-implementing new CRM platforms (Joor and Apparel Magic), transitioning operations from manual to digital, thereby increasing processing efficiency.

Improved product quality and customer satisfaction by collaborating closely with the quality control and production departments to enforce rigorous quality checks, ensuring premium product standards were consistently met.

Team Leadership & Development

Enhanced team productivity and morale by leading a group of 4-5 direct reports in production and shipping, fostering a collaborative environment that improved department efficiency.

Streamlined internal operations and team efficiency by cultivating a collaborative team environment, which enhanced communication and led to innovative solutions for the shipping and production departments.

Drove innovation and product development by effectively incorporating customer feedback into weekly planning meetings, influencing new product lines that directly responded to market demand.

Sales Representative, Veronica M 02/2008 – 03/2010

Enhanced customer retention and engagement by maintaining direct communication channels for client inquiries and order follow-ups, ensuring high responsiveness and personalized service that consistently met client needs. Boosted in-house sales revenue by implementing self-driven sales incentives and strategies, leading to an increase in overall sales performance.

Education

Associate in Science in Administration of Justice, Rio Hondo College 2008

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