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Service Operations Associate

Latchel Inc

Sep 2021 - Present

• Coordinating maintenance for property management nationwide, ensuring seamless operations. Manage ​SMS, chat, email, and phone queries from service providers and property managers.
  
• Maintained 100% accuracy in documenting client recommendations and customer interactions, ​contributing to a 20% reduction in work order errors and ensuring full transparency.
  

Career Highlights

• Recognized for exceptional leadership skills, nominated as a Captain to lead and supervise a small team ​of SMS/Chat and Email associates, ensuring efficient and high-quality customer service.
  
• Collaborated with the Chief Operating Officer (COO) to devise innovative strategies for enhancing ​interest in our services among Property Management clients, resulting in increased subscriptions by ​introducing a personalized concierge service.
  
• Successfully implemented a manual queue system for SMS associates, which reduced duplicate responses ​by 100% and increased team efficiency by 30%, measured by the reduction in response time and ​increased query resolution rate.

Social Media Manager and Virtual Assistant

Zara x Eve

Apr 2022 - Mar 2023

• Tracked sales, monitored product availability, and implemented efficient order fulfillment strategies, resulting in improved customer satisfaction and increased revenue.
  
• Successfully executed impactful Facebook ad campaigns and marketing initiatives, driving brand visibility, customer engagement, and lead generation.
  
• Prepared comprehensive monthly and annual Profit and Loss reports, analyzing key metrics to provide valuable insights for strategic decision-making and optimizing marketing efforts.
  

Career Highlights

• Initiated and led a successful campaign aimed at educating and influencing pregnant and lactating moms about safe beauty regimens. Developed comprehensive content and collaborated with experts to provide valuable insights and recommendations. Achieved significant reach and engagement, empowering women to make informed decisions and prioritize their health and well-being during this important phase of their lives.
  

Mystery Shopper

Expertise.com

Sep 2020 - Jul 2021

• Proactively generated leads for home service providers, including plumbing, HVAC, roofing, and related ​services, contributing to increased customer acquisition and business growth.
  
• Developed and maintained a robust pipeline of leads, utilizing CRM systems and tracking tools to ​manage and prioritize leads for maximum conversion rates.
  
• Trained and onboarded new hires, equipping them with the necessary knowledge and skills to effectively ​generate leads and contribute to the growth of the business.
  
• Monitored and evaluated new hires' performance, providing targeted feedback and coaching that ​improved their lead generation success rate by 20% a quarter, ensuring a 90% retention rate.

Valgen Coach

American Express Inc.

May 2018 - Feb 2020

• Proficiently handled complex concerns of clients, demonstrating exceptional problem-solving skills and ​ensuring timely resolution.
  
• Acted as the first point of escalation, effectively managing and addressing escalated issues, and ​providing comprehensive solutions to maintain client satisfaction.
  
• Mentored and coached 20+ customer care professionals, leading to a 30% improvement in sales skills, ​product knowledge, and customer engagement strategies, resulting in a 25% increase in team sales ​performance.
• Conducted floor walks as the first responder to compliance and sales-related inquiries, ensuring ​adherence to regulations, policies, and best practices.
  
• Monitored 50+ calls weekly and conducted rigorous quality checks, achieving a 98% alignment with ​company standards and maintaining a consistent 95% customer satisfaction score.
• Implemented improvement initiatives based on call monitoring and feedback, enhancing overall call ​quality, customer satisfaction, and team performance.
  

Career Highlights

• Initiated and implemented the profiling technique, contributing to a 30% improvement in closing sales ​and a 25% enhancement in customer interactions.
• Achieved the highest team sales performance from 2018 to 2019, underscoring the power of teamwork ​and collaborative efforts in achieving outstanding results.
• Consistently exceeded sales targets, showcasing exceptional sales skills, a strong work ethic, and a ​relentless drive for excellence. Implemented effective sales strategies, built strong customer ​relationships, and consistently delivered exceptional results.
  
• Recognized for consistently achieving outstanding sales performance, setting a high standard for ​productivity, and inspiring team members to excel in their roles. Received accolades and recognition for ​consistently exceeding expectations and driving revenue growth.
  

Customer Care Professional

American Express Inc.

Feb 2016 - May 2018

• Awarded the prestigious Gold Award in Q4 2016 and Q1 2017 for outstanding performance, ranking in the ​top 5% of sales performers and consistently exceeding sales targets by 20%.

Senior Associate

IBM Daksh

Aug 2013 - Feb 2016

• Successfully tracked and updated 100% of pre-ordered vehicle statuses, providing dealerships with ​timely updates that ensured a 98% on-time delivery rate and seamless communication with customers.
  
• Expertly handled complex concerns and inquiries related to recalled vehicles, ensuring prompt ​resolution, and maintaining customer satisfaction.
  
• Provided exceptional customer support to both external customers (dealerships, clients) and internal ​customers (colleagues, team members), effectively addressing inquiries, resolving issues, and ensuring a ​positive experience.
  

Career Highlights

• Led the introduction of root cause analysis, resulting in a 20% improvement in service call handling ​efficiency and a 15% reduction in recurring issues, fostering a more collaborative approach within the ​team.
• Successfully identified and addressed underlying issues impacting service call handling, leading to ​streamlined processes, enhanced problem-solving capabilities, and a higher level of customer service ​excellence.
  

Restaurant Manager

Makarizo's Grill

Jan 2013 - Aug 2013

• Effectively managed all aspects of restaurant operations and a team of 25+ employees, resulting in a 15% ​increase in overall efficiency and a 10% reduction in operational costs.
• Prepared and delivered monthly financial reports, analyzing key financial metrics and presenting insights ​to the management team.
  
• Compiled and analyzed daily sales reports, identifying trends, and implementing strategies to maximize ​revenue.
  
• Ensured timely and accurate order fulfillment, coordinating with the kitchen and front-of-house staff to ​deliver excellent service to customers.
  

Management Trainee

Teriyaki Boy

May 2012 - Jan 2013

• Managed guest dining experiences, achieving a 95% customer satisfaction rate and a 20% increase in ​repeat visits by ensuring exceptional service and prompt issue resolution.
• Efficiently handled workforce scheduling for a team of 20+ employees, maintaining a 98% attendance ​rate and optimizing shift coverage to reduce labor costs by 15%.
  
• Implements and enforces quality standards, including food safety protocols, cleanliness, and hygiene, to ​provide a safe and enjoyable dining environment.
  
• Leads and trains a team of restaurant staff, fostering a positive work culture, providing guidance, and ​promoting professional growth to deliver exceptional customer service.
  

Customer Service Associate

Convergys

May 2011 - Dec 2011

• Addressed and resolved an average of 80+ client inquiries per day through phone communication, ​achieving a 95% first-call resolution rate and a 98% customer satisfaction score.
  
• Processes payments, balance transfers, and charge disputes accurately and efficiently, ensuring financial ​transactions are handled in compliance with company policies and procedures.
  
• Demonstrates strong sales skills by proactively promoting card insurance options to customers, ​emphasizing the benefits of credit protection, watch guard, and other relevant insurance services.
  
• Builds rapport with customers, actively listening to their needs and concerns, and offering personalized ​solutions to enhance their satisfaction and loyalty.
  
• Maintains a high level of product knowledge to effectively communicate features, benefits, and terms of ​card insurance offerings to customers, enabling them to make informed decisions.
  
• Ensures a positive customer experience by providing excellent service, addressing customer inquiries or ​complaints with empathy and professionalism.
  

Neza San Buenaventura

Senior Customer Service associate - virtual assistant - social media manager