Alyssa Jade Gutierrez Email & Phone Number

Huntington Beach, Ca, Us

• 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.

Greater Los Angeles, California, United States

Responsible 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

Social 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.

Irvine, California

Responsible 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.

Irvine, California

Served 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

Managed 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

Served 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.

Irvine, California, United States

Responsible 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.

Rancho Cucamonga, California, United States

Pasadena, California, United States

Anaheim, California, United States

Aesthetician/Esthetician And Skin Care Specialist, 3.9

Activities and Societies: •Student of the Month •Social Media Award

Education record