Strategic Leadership: Developed and implemented a comprehensive customer experience strategy to elevate satisfaction and loyaltyCross-Functional Collaboration: Collaborated closely with cross-functional teams closing the loop on customer feedbackCustomer Insights: Utilized CRM data and Yotpo to gain insights into customer preferences and pain points, translating insights into actionable strategies enhancing the overall CXTeam Leadership: Lead, mentored, and developed a high-performing customer experience teamQuality Assurance: Implemented QA processes to monitor and measure the effectiveness of customer interactions, identifying areas for improvement while driving corrective actionsExperience Design: Identified opportunities for product and service enhancements based on CSAT and market trends from POS to unboxingStakeholder Engagement: Effectively communicated the customer experience strategy and process to senior leadership, providing insights and recommendations to guide business decisionsProcess Improvement: Created tech roadmap for Gorgias to streamline customer service operations, including staff training, and software integrationImproved Response Time: Reduced time to respond -67% and improved win back by +10%

Customer Support: Provided frontline customer support via various communication channels (phone, email, chat) to address inquiries, resolve issues, and ensure a positive customer experienceIssue Resolution: Maintained a first contact resolution rate of 72% exceeding industry standards resulting in improved customer loyaltyPerformance Monitoring: Established and monitored team performance metrics, identifying areas for improvement, and implemented strategies to enhance efficiency and service qualityTeam Collaboration: Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly serviceVendor Relationships: Manage relationships with external partners, agencies, and vendors involved in enhancing the customer experience

Offer personalized consultation to clients, addressing their visa needs and providing tailored guidance.Evaluate client eligibility for various travel visas, facilitating the application process.Ensure accuracy and completeness of visa application forms and supporting documents, with an accuracy rate of 98%.Coordinate with embassies, consulates, and authorities to secure visas within set timelines, achieving an average processing time of 10 business days.Stay informed about changes in visa regulations globally, updating clients and colleagues promptly.Resolve visa-related issues efficiently, maintaining a satisfaction rate of 95% among clients.

Organized and coordinated conferences and monthly meetings.Responded to emails and other correspondence to facilitate communication and enhance business processes.Screened calls and emails and initiated actions to respond or direct messages for managers.Handled logistics, catering, agendas and travel arrangements for meeting and event planning.Streamlined operations and prioritized tasks, allowing senior staff to increase productivity.

Greet and welcome guests with warmth and professionalism upon their arrival, ensuring a positive first impression.Manage reservations and seating arrangements, optimizing table usage and maintaining smooth guest flow, resulting in a 30% reduction in wait times.Provide detailed information about menus, daily specials, and promotions, enhancing guest satisfaction and driving a 15% increase in upsell revenue.Escort guests to their tables, ensuring their comfort and satisfaction throughout their dining experience.Coordinate effectively with servers and kitchen staff to ensure prompt and seamless service delivery.Maintain cleanliness and organization of the hostess stand and waiting area, adhering to Hyatt's high standards of service and hospitality.

Created visually appealing displays and layouts in-store to enhance the shopping experience.Developed creative concepts and designs for signage, window displays, and promotional materials.Worked closely with cross-functional teams to ensure consistency in visual storytelling.Stayed updated on design trends and consumer preferences for ongoing innovation.Oversaw project execution and coordination with vendors for accurate implementation.Conducted quality checks to maintain Macy's standards for aesthetics and safety.Managed budgets effectively to optimize visual design initiatives.Documenting processes and providing regular reports on project status.