Gina Cresci Email & Phone Number

San Mateo, Ca, Us

San Leandro, California, United States

San Leandro & South San Francisco, Ca

◆ CHALLENGE ACCEPTED: Directed customer advocacy and improved the customer experience while ensuring customer adoption, retention, success, and repurchases. Partnered with marketing, sales, R&D and quality concerning improvement initiatives that increase customer satisfaction.◆ NOTABLE IMPACTS:➟ Formulated and implemented innovative customer experience management strategies whilesurpassing long-term customer adoption, retention, success, and repurchase goals.➟ Oversaw all facets of 500-600 monthly customer interactions through Salesforce Service Cloud while ensuring issues were resolved within the same day.➟ Strengthened branding initiatives by recommending consumer-specific marketing materials, consumer content, product and labeling communication improvements, and FAQs to improve overall service experience.➟ Built and strengthened customer relations to over 130 leads per month by identifying needs, offering in-depth product knowledge, executing sample campaigns to drive sales, and supporting regional sales managers.➟ Led discovery, design, implementation, and training of Salesforce Service Cloud & Knowledge with cross-functional teams, which brought all interactions into one centralized system and reduced response time to same day.➟ Facilitated 6 business process improvements from design to execution through a systematicframework, including customer and internal journey mapping streamlined processes, improved operational efficiencies, and customer satisfaction.➟ Coordinated and executed 34 consumer and foodservice marketing events/tradeshows; recipe development, product demonstrations, brand ambassador and creating warm prospects for sales team.

South San Francisco, Ca

◆ CHALLENGE ACCEPTED: Charged with accountability for leading the customer service department and overseeing the order management process flow while ensuring accuracy, transparent communication, satisfaction, and retention of 300 food service, national, retail, and importer accounts with $100M in annual revenue.◆ NOTABLE IMPACTS:➟ Developed a customer service and best practice strategy that resulted in the launch of a newcustomer experience department, which yielded 100% customer retention and engagement in acompetitive landscape.➟ Created strategies and promotional efforts that drove business growth including point-of-purchase mailings, samples, and product launches while optimizing revenue potential.

Mountain View, Ca

◆ CHALLENGE ACCEPTED: Joined a dynamic eCommerce/start-up while developing operationalinfrastructure and delivering exemplary service levels. Engaged, educated, and upsold a 6K product portfolio while driving mutual-value sales and producing new revenue.◆ NOTABLE IMPACTS:➟ Selected to serve as the leader of the customer service function during an aggressive growth spurt and guided the company in scaling operations with zero impact to customer satisfaction.➟ Led efforts to ensure order processing accuracy, product quality, and on-time delivery associated with $16M in annual revenue.➟ Championed efforts to grow the customer service/account management team from 2 to 20employees, which included coaching the department to become an industry leader in service standards while focusing on upselling strategies.➟ Implemented live chat service, automated order processes, and introduced website enhancements to drive increased customer satisfaction.

Mountain View, Ca

◆ CHALLENGE ACCEPTED: Managed high-profile corporate accounts with eBay, Electronic Arts (EA), GAP, and Franklin Templeton. Executed the renewal lifecycle while driving customer satisfaction and building valued based relationships.◆ NOTABLE IMPACTS:➟ Exceeded the team's $30M storage management software/disaster recovery quota by selling services throughout California territory.➟ Surpassed sales quota by 5% while maintaining 100% customer satisfaction.➟ Oversaw full retention/renewal lifecycle while maximizing account growth, upselling, and cross-selling opportunities.

Palo Alto, California, United States