Operations & Customer Experience Leader
Resume:
EDUCATION
REFERENCES Available upon request
Bachelor’s In Cinematography Highschool Diploma
Universidad de Medios
Audiovisuales CAAV
ABOUT ME
Capistrano Valley High School
Operations and Customer Experience professional with 10+ years of experience supporting cross-functional teams, optimizing workflows, and driving measurable performance improvements. Proven ability to analyze data, implement scalable process enhancements, and improve operational efficiency in fast-paced environments. Highly organized, analytical, and self-directed with strong leadership and communication capabilities.
EXPERIENCE
Skills
Costa Mesa, CA 92627
B.A. ************@*****.***
PATRICIA ELIZARRARAS
Leadership & Team Management: Proven ability to supervise and motivate teams to meet performance goals. Customer Relations: Strong interpersonal skills with a focus on customer satisfaction and conflict resolution. Technical Proficiency: Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and familiar with order processing systems (SAP, Zendesk, Salesforce, Shopify, Full Circle, Yotpo, Retlently, Akeneo, Klaviyo). Bilingual Communication: Fluent in English and Spanish, facilitating effective communication with a diverse clientele. Analytical Skills: Ability to analyze performance metrics and implement strategies for improvement. Medical Assistant
Huntington Beach Adult
School
Bilingual Customer Support Representative, Edward Martin January 2025 - June 2025
Oversee daily operations of the customer service department, ensuring efficient and effective customer support. Anhancing customer satisfaction and operational efficiency, supporting customers,dealers, retailers and end-users Analyze call center data to identify trends, forecast volume and plan staffing levels addocrding to setting and monitoring performance metrics for speed, accuracy and customer satisfaction.
Collaborate with other departments to integrate customer service initiatives and improve overall service delivery. Manage and allocatie resources effectively, including budget and technology, to optimize call center operations and develop and implement operational strategies to enhance customer satisfaction and call handling efficiency. Oversee the daily operations of the call center ensuring efficiency and the highest level of customer satisfaction, by participating in the hiring process, training, coaching and performance evaluation. Develop and implement customer service policies and procedures to enhance productivity and customer satisfaction. Train, mentor, and supervise customer service representatives, fostering a positive and collaborative team environment. Handle escalated customer inquiries and complaints, providing timely and effective resolutions. Monitor and analyze customer service metrics to identify areas for improvement and implement corrective actions. Collaborate with other departments to ensure a seamless customer experience across all touch-points. Staying updated with industry trends and best practices to continually improve service delivery. Product Data Operations Coordinator, Edward Martin June 2025 - Current
Creating data workflows while helping to establish and uphold standards across the broader data entry function. Collaborating, cross-functioning with merchandising, operations, creative, and digital teams. Owning the entry, validation, and maintenance of product data in our internal systems and external platforms (e.g., PIM, ERP, eCommerce backend) Ensuring accuracy in product attributes such as dimensions, materials, finishes, color variants, pricing, shipping details, and installation requirements
Tagging and categorizing products to optimize site navigation and internal search functionality Uploading and managing visual assets (imagery, documentation) following strict naming and formatting protocols Leading by example with exceptional attention to detail and output consistency Serving as a peer resource and first point of quality control for junior data entry specialists Helping create document SOPs, best practices, and workflow improvements to drive speed and reduce errors Collaborating with Product Development, Creative, and Merchandising to resolve data discrepancies or gaps
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