Brenna S. Email & Phone Number

San Antonio, Tx, Us

- Offer superior customer service via an online experience for a multimillion dollar health and wellness brand.- Handle a minimum of 80 client escalations or questions on a daily basis.- Maintain a strong working knowledge of email, live chat, concierge, Zendesk, EMR, G-Suite, Slack, Jira, Guru, Zoom, and Internal CX dashboard.- Uphold HIPAA compliance with all client interactions.- Identify and execute process and efficiency improvements in collaboration with team members by developing quick access materials to provide faster reference points for FAQs.- Drive customer retention for subscription-based customers.- Consulted with providers, pharmacy, and specialists to resolve any customer needs or inquiries.- Achieve and surpass KPIs, including positive customer feedback, minimal errors, and high sales volume.- Ensure compliance with all internal and industry standards, policies, and regulations.- Reported to superiors with any complex or escalated client issues.- Author and deliver regular reports to management detailing sales performance and trends.- Maintain positive, personalized relationships with clients to promote referrals.- Completed trainings as required to learn about new services and products offered.

San Antonio, Texas, United States

- Served as lead market trainer, providing education on cultural acclimation, general job duties, ongoing growth, mentoring, and onboarding of all new hires in the market.- Supervised the first impressions team, handling customer escalations in a timely and professional manner.- Acted as shift lead for 12 customer advocates, and direct manager for all new hires within the first 90 preliminary days.- Drafted and revised location-specific training materials for new hires.- Oversaw the full range of operational functions, including general logistics, inventory management, project execution, business management, and record maintenance.- Assisted with the implementation of various strategic processes, growth-focused operations, and optimal staff deployments to maximize productivity and efficiency.- Optimized resource allocation, process redesigns, and workflow plans to identify and execute areas for improvement.- Drove a record-setting volume growth while consistently yielding year-over-year business process improvements.- Collaborated with multiple departments and business units to swiftly resolve daily operational issues.- Completed trainings and professional development seminars to stay current with all company updates or developments.- Maintained a thorough familiarity with industry best practices and trends, as well as internal offerings.- Leveraged software literacy to efficiently perform all tasks.

Westminster, California, United States

- Served as a market/brand representative in all public-facing capacities.- Handled direct delivery of vehicle purchases to customers.- Performed data analysis of market-specific clients to drive sales strategy.- Carefully documented all customer activities, information, and transactions.- Assisted with vehicle registrations and DOT paperwork, as well as handling cars and hauler.- Provided superior customer service to all clients, managing post-delivery issues and delegating resolution tasks to the appropriate channels.- Spearheaded logistical scheduling and planning to deliver all services within the agreed-upon timeframes.- Ensured compliance with all relevant regulations and protocols.- Reported to supervisors with any escalated issues or inquiries.

La Habra, California, United States

- Spearheaded store operations, including team leadership, inventory management, scheduling, product launches, marketing, and seasonal promotions.- Conducted sales prospecting to generate new business, leading to a 20% growth in business.- Developed and maintained an elevated in-store environment to deliver exceptional customer experience.- Created strategies to streamline operations and efficiency in accordance with organizational initiatives to optimize quality, productivity, and service.- Trained and mentored internal teams on sales processes, products, service offerings, and general business practices.- Drove maximization of all business opportunities to achieve company standards for merchandise and visual presentation, as well as cash handling and reconciliation duties.- Fostered and maintained a customer-oriented culture of communication, collaboration, and accountability to achieve top-tier performance.- Leveraged finely-tuned communication, organization, and competitive task management skills to achieve sales and service success.- Participated in regular staff meetings to keep clear paths of communication.- Performed market research to stay abreast of industry best practices, trends, and competition.

Fullerton, California, United States

- Served as shift lead supervising 10 customer service agents.- Drafted multiple reports, including NPS reports and customer service team reports.- Handled data entry by accurately inputting customer information into the company database.- Carefully recorded all client inquiries or complaints.- Fielded and resolved client issues in a professional and friendly manner.- Cross- and up-sold products to drive profits.- Maintained a strong working knowledge of company product and stock levels.- Communicated with clients via live chat and emails to follow up about order satisfaction.- Supervised inbound calls for resolution cases.- Managed re-occurring customers and bulk ordering.