Sales Operations & Customer Service Manager

Adriana Rodriguez

Location: Los Angeles, CA

Languages: English & Spanish

Professional Summary

Dynamic and results-driven operations leader with over 15 years of progressive experience in sales operations, customer service management, and administrative oversight. Proven track record of optimizing processes, leading high-performing teams, and implementing technological solutions to drive customer satisfaction and business growth. Bilingual in English and Spanish, with expertise in HR, training, and cross-functional collaboration.

Experience

Sales Operations Manager, Commercial

Lasko Products — West Chester, PA\ March 2020 – June 2025

• Directed customer service operations and strategy, managing teams and developing policies to enhance service quality.

• Integrated and optimized Zendesk Operating System, improving chat features and reducing customer response time to under 24 hours, resulting in higher satisfaction scores.

• Managed three major international brands, coordinating order entry and sales forecasting to support production and supply chain operations.

• Developed and standardized onboarding SOPs, improving new employee ramp-up time.

• Collaborated with sales managers to drive growth strategies and trained new representatives to excel under pressure.

Order Desk Manager

B-Air — Azusa, CA\ March 2019 – March 2020

• Oversaw purchase order entry in QuickBooks, ensuring accuracy and timely processing.

• Resolved escalated customer complaints via email and phone, maintaining high satisfaction levels.

• Managed customer portals (Commerce Hub, Amazon, Wal-Mart, SPS) and coordinated shipments with logistics partners.

Assistant Operations Manager

Blossom Footwear, Inc. — City of Industry, CA\ Jan. 2010 – Jun. 2018

• Provided administrative and operational oversight for wholesale retail enterprise, supervising a large staff focused on sales and customer service.

• Supported the CEO in planning, directing, and coordinating daily activities, including data compilation and report drafting.

• Led recruitment, retention, new hire orientation, staff development, mediation, conflict resolution, and benefits administration.

• Arranged travel, coordinated shoe show logistics, managed online listings (Shopify), processed orders, and maintained vendor inventory relationships. Customer Service Supervisor

Blossom Footwear, Inc. — City of Industry, CA\ Jan. 2008 – Jun. 2010

• Established and developed the customer service department, setting standards and practices for excellence.

• Led and trained the customer service team to build product knowledge, sales abilities, and client relationships.

• Analyzed sales data to guide team coordination and improve customer satisfaction from order placement to delivery.

• Regained former customers through effective conflict resolution and negotiation.

• Authored business correspondence, emails, and marketing copy. Receptionist

Blossom Footwear, Inc. — City of Industry, CA\ Jan. 2006 – Jun. 2008

• Welcomed visitors, managed incoming calls, and coordinated office communications.

• Handled daily mail operations and assisted with office supply management and IT support. Skills

Technical:

• Windows, MS Office (Excel, PowerPoint, Outlook, Word), Photoshop, Website Maintenance Human Resources:

• Training & Development, Benefits Administration, Mediation & Advocacy, Employment Law

Languages:

• English (Fluent), Spanish (Fluent)

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