Customer Service Issue Resolution

Elana Hilbert

***** ****** **** **., ***. *** · San Diego, CA 92128

619-***-**** · *****.*******@*****.***

Professional Summary

Customer-focused and highly organized operations professional with 6+ years of experience in customer service, team leadership, and issue resolution across retail, logistics, and administrative settings. Known for problem-solving under pressure, cross-functional collaboration, and exceptional communication skills. Proven ability to track service issues, maintain data accuracy, and support both internal teams and external clients.

Professional Experience

Assistant Manager of Talent

Kate Spade – San Diego, CA Sept 2023 – Present

• Act as the primary liaison for internal and external customer inquiries, ensuring timely and effective issue resolution.

• Oversee scheduling, payroll, and operational reporting for a 30-member team.

• Train new hires on internal systems, customer service protocols, and compliance procedures.

• Collaborate with leadership and support departments to ensure workflow efficiency.

• Recognized for maintaining a calm, solution-oriented approach in a fast-paced retail environment.

Office Manager

Sanitize San Diego – San Diego, CA June 2022 – Sept 2023

• Managed all incoming customer communications via phone and email, ensuring quick response and resolution.

• Tracked service requests and coordinated with vendors from initiation through completion.

• Maintained accurate data for payroll, invoicing, and employee time tracking.

• Provided proactive follow-ups to both clients and internal teams.

• Contributed to process improvements that streamlined customer support operations.

Supervisor

Target – El Cajon, CA July 2018 – June 2022

• Supervised a 15-person team, ensuring high-quality customer service and operational execution.

• Managed real-time issue resolution while juggling multiple customer requests.

• Led daily team briefings and cross-department coordination to meet service level goals.

• Ensured inventory accuracy and contributed to loss prevention through meticulous tracking.

• Acted as a point of escalation for complex customer service concerns.

Education

Cuyamaca Community College, San Diego, CA 2017 – 2019

Granite Hills High School, San Diego, CA Graduated 2015Skills & Qualifications

• Customer Service & Conflict Resolution

• Cross-Functional Communication

• Issue Tracking & Resolution Follow-Up

• Microsoft Office Suite (Excel, Outlook, Word, PowerPoint)

• Database Management & Data Accuracy

• Strong Written & Verbal Communication

• Multitasking in Fast-Paced Environments

• Workflow Optimization & Team Coordination

References

Fernando Olazaba – 760-***-****

Heather Moore – 619-***-****

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