I’m a Customer Experience Manager with over a decade of expertise in driving customer satisfaction, operational excellence, and real-time engagement across high-growth CPG brands. With a solid foundation in process optimization, data-driven strategies, and team leadership, I specialize in building customer experiences that not only meet but exceed expectations. My background spans E-commerce, wellness, and beauty industries, with a focus on delivering seamless, high-impact solutions that enhance customer loyalty and boost revenue.In my previous roles, I spearheaded initiatives such as implementing live chat support to enable real-time customer interactions, resulting in increased conversions and enhanced satisfaction. I’ve also led high-performing teams to achieve KPIs through efficient workflows and cross-functional collaboration. Whether it's managing escalations, supporting digital engagement on platforms like TikTok, or driving retention strategies, I’m passionate about crafting solutions that empower customers and align with brand goals.Key skills include:Customer Engagement: Expertise in live chat, social media, and personalized communication to drive satisfaction and loyalty.Process Optimization: Proven track record of streamlining workflows, enhancing response times, and improving operational KPIs.Team Leadership: Skilled in building collaborative, high-performing teams and managing escalations for a seamless customer experience.If you’re seeking a CX leader who can enhance customer relationships, support E-commerce growth, and drive operational success, let’s connect!
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OwnerThe Skinn LabHuntington Beach, Ca, Us
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Customer Support SpecialistKinfield Jul 2024 - Present• Deliver exceptional customer support via email, ensuring timely resolution of inquiries and enhancing customer satisfaction through personalized communication.• Manage Gorgias ticket system for efficient tracking and reporting, collaborating with the 3PL team to resolve shipping and order fulfillment issues.• Provide actionable customer feedback to internal teams, helping improve processes and contribute to a seamless, best-in-class customer experience.
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Customer Support Manager + Wholesale Operations AssociateBite Nov 2021 - Jun 2024Greater Los Angeles, California, United StatesResponsible for ensuring Bite’s subscription based customers are satisfied and taken care● Manage a remote team of Customer Support Representatives that handle all customer facing requests● Implemented and sustained a new operations structure that increased KPIs by 75%● Completed and managed the project that allowed the company to be B Corp Certified in 2022● Created and manage a new sales channel that has increased monthly wholesale sales○ Build and maintain relationships with top customers to ensure customer retention is above 85%○ Research, onboard and manage new wholesale customers to drive month over month sales -
Marketing ConsultantMoon & Stars Co. Mar 2020 - Mar 2022Social Media Manager for multiple brands across primary social platforms: Facebook, Instagram, & TikTok. Increased brand follower base on average by 37% in 6 months, which led to an increase in traffic and sales. Partnered with social media influencers to increase customer engagement and drive sales. Created original content and wrote copy that aligned with the brand voice for each campaign. Fostered relationships with multiple companies and provided quality work that led to multiple contract extensions.
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Customer Success ManagerBigrentz, Inc. Mar 2019 - Mar 2020Irvine, CaliforniaResponsible for the overall success of repeat strategic and general account customers at BigRentz. Identified the root cause of customer churn and implemented retention strategies to resolve the issue. Created and implemented a company wide Customer Service philosophy (LIFT). Implemented account reviews that increased the amount of repeat customers annually by 29%. Contacted downtrending customers in order to win back business & implemented a plan to retain them. Built and managed customer email campaigns and provided monthly analytics and recommendations. -
Strategic Accounts SupervisorBigrentz Aug 2018 - Mar 2019Irvine, CaliforniaServed as the product expert and team leader for all enterprise customers that spent anywhere from $80k to $1M+ annually. Managed a team of agents and a book of business with 60 to 75 enterprise customers at any given time. Contacted customers on a regular basis to ensure their needs were met and to drive future sales. Partnered with engineering to help create and implement a workflow management system that streamlined the customer experience and allowed for a consistent experience for the customer.•Responsible for the company's largest customer ($3M+)•Helped increase customer spend by $500k annually
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Customer Care SupervisorBigrentz Jan 2018 - Aug 2018Managed a team of customer care and procurement agents who handled 5000+ inquiries each month. Ensured all general account customer inquiries were resolved accordingly on a daily basis. Reviewed quality control data on a monthly basis to analyze customer, supplier and internal trends. Resolved recurring issues by partnering with departments internally to identify root cause. Measured effectiveness in the months that followed to ensure the issue was resolvedMaintained an 80/30 service level on all customer calls
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Customer Care Team LeadBigrentz Apr 2017 - Jan 2018Served as the first line of defense for all general account customer escalation calls and emails. Responsible for training all new team members on products, services and customer service philosophies. Created over 1,000 standard operating procedures that became the blueprint for servicing customers.
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Customer Care RepresentativeBigrentz, Inc. Nov 2016 - Apr 2017Irvine, California, United StatesResponsible for assisting general account customers with any after sales support requests as needed. Handled an average of 85 customer calls and emails each day (inbound and outbound). Consistently led the team with the highest amount of successfully resolved customer issues.
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Member Service RepresentativeIehp Jul 2014 - Nov 2016Rancho Cucamonga, California, United States -
Customer Service RepresentativeBank Of America Feb 2013 - Jan 2014Pasadena, California, United States -
Quick Service Restaurant TrainerDisneyland Resort Jun 2009 - Feb 2013Anaheim, California, United States
Alyssa Jade Gutierrez Education Details
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Career Academy Of Beauty3.9
Frequently Asked Questions about Alyssa Jade Gutierrez
What company does Alyssa Jade Gutierrez work for?
Alyssa Jade Gutierrez works for The Skinn Lab
What is Alyssa Jade Gutierrez's role at the current company?
Alyssa Jade Gutierrez's current role is Owner.
What schools did Alyssa Jade Gutierrez attend?
Alyssa Jade Gutierrez attended Career Academy Of Beauty, Mt. San Antonio College.
Who are Alyssa Jade Gutierrez's colleagues?
Alyssa Jade Gutierrez's colleagues are Elizabeth Courtney.
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