Cris Delatorre Email & Phone Number

• Maintain a proactive approach to handling highly escalated customers by fostering relationships through conducting weekly check-ins and providing personalized solutions, resulting in a 20% decrease in customer complaints• Support and guide 30+ associates daily through their chats, phone calls, and emails with customers• Serve as the social media subject matter expert, monitoring six social media accounts daily for grammar and spelling errors, spam comments, and tone, and making any necessary corrections• Collaborated on a new feedback system to identify service gap opportunities and provide targeted coaching to associates, resulting in a 60% reduction in social media errors• Contribute to consumer product satisfaction by replying to negative consumer product reviews knowledgeably and comprehensively• Mentor and develop new leads, contributing to employee retention

• Utilized CRM Software to resolve 300+ customer order inquiries a week by phone, chat/SMS, and social media, consistently exceeding targets• De-escalated escalated customer interactions using empathy and a professional demeanor• Created return customers by responding to negative store reviews in an empathetic and timely manner• Fostered relationships with third-party furniture medics and had them inspect and/or repair customers’ furniture • Coached and developed new hires on company customer service standards and protocols

• Opened and closed the studio, ensuring the studio was ready for both the instructor and the students on time• Contributed to customer satisfaction by greeting students and walk-ins and answering inquiries in a friendly manner• Boosted revenue through membership sales by assessing customer needs and suggesting personalized membership options• Maintained 100% accuracy rate in data entry by double-checking all entries for errors and inconsistencies

• Increased customer satisfaction and store sales by directing customers to their desired locations in a friendly and efficient manner• Drove sales by returning items to their correct locations on the sales floor• Processed customer purchases and returns kindly and efficiently