Cecilia G. Email & Phone Number

United States

Thousand Oaks, Ca, Us

Detroit, Mi, Us

Through the duration of my contract at Capital One Shopping, I led cross-functional efforts to streamline onboarding systems, resulting in a 50% increase in new customer acquisitions• Maintained 100% customer satisfaction through clear and professional communication• Improved onboarding processes for new merchants in eCommerce operations

Los Angeles, California, Us

Led the onboarding of a 3-member team to manage a $5M annual revenue portfolio of over thirty-thousand partners at Honey in Santa Barbara, California. Established strategic partnerships with clients, providing valuable outcomes and experiences through effective communication and account management.• Developed an outreach process for zero revenue accounts, driving new revenue streams.• Streamlined team innovation and performance tracking systems for improved efficiency.• Built critical partnerships with marketing, merchants, and operations for enhanced collaboration.

Los Angeles, California, Us

- 30% reduction in customer response times by omitting redundant language in auto-response templates and revising them for brevity- 100% retention achieved by onboarding three new team members and proactively conduct review sessions and trainings - 100% client retention earned by strategizing and executing on department-level goals, including but not limited to: churn reduction, user adoption, customer satisfaction, and team growth.Serve as the first point-of-contact for small and medium-sized businesses. Amplifying the new business partner voice and highlight key business features by providing optimization and strategy recommendations and updates that set them up for success. Partner with merchants to negotiate partner terms and renew term agreements that lengthen and strengthen the business partnership.

Santa Barbara, Ca, Us

- 50% reduction in donor data entry by contributing to the design, features, and functionality of the donor database and software system - Serve as a liaison between the donor(s) and the organization regarding gift acknowledgments and recognitions, resulting in an increase in donor satisfaction achieved.- Achieved donor retention by crafting personalized correspondence to donors with gift amounts above ten-thousand dollarsProvide a high level of donor stewardship and cultivation by educating mid-level and new donors and ensuring we achieve our goals in fundraising, donor retention and development. Draft and send personalized correspondence that effectively communicates the organization’s mission and services.

Carpinteria, Ca, Us

- 20% increase in the company’s customer satisfaction rate for their Amazon storefront by developing customer satisfaction goals and coordinating with the team to make effective change and improvements - 25% reduction in customer inquiries to improve customer return tracking and communication with the appropriate teamsServe as the first point of contact for all inbound customer inquiries through their e-commerce channels. Manage and build customer relationships by providing product knowledge and support. Analyze and implement customer experience solutions and resolve conflict.

Certificate In Web Development, Website Design & Programming Language

Bachelor’S Degree, Film And Media Studies

Associate Of Arts (A.A.), Liberal Arts And Sciences/Liberal Studies