Kassandra Serna Email & Phone Number

United States

Washington, United States

o Managed daily operations for 10-15 residential projects, significantly contributing to monthly revenue generation ranging from $45,000 to $70,000 for the company.o Led daily team meetings for prompt problem-solving and knowledge sharing, significantly reducing customer resolution time from 72 hours to 24 hours.o Engaged in weekly negotiations with suppliers and subcontractors, introducing efficient logistics for material procurement. This initiative resulted in a significant 15% reduction in material costs for the company.o Collaborated with key stakeholders including CEO, Operations Manager, Foreman, Sales Team Leader, and Installers Team Leader.o Provided weekly update reports to customers, fostering trust relationships, and ensuring project stability. Secured 70% customer renewals and successful returns to the company for future projects.

Bainbridge Island, Washington, United States

o Successfully recruited, supervised and coordinate a team of 4 domestic staff for a medium-scale renovation project, leveraging my bilingual skills to optimize operational efficiency.o Orchestrated a comprehensive home renovation project, enhancing the property's value by 20%.o Demonstrated exceptional communication and problem-solving skills, resulting in a 95% satisfaction rate from the family members and secured contract renewals for new projects within the same household.o Facilitated weekly meetings to address concerns, enhance collaboration, and ensure alignment with family preferences.

Washington, United States

o Clearly communicate and coordinate with parents to understand each child’s specific needs and desires.o Successfully managed conflicts and addressed behavioral challenges, resulting in improved child discipline and cooperation.o Organized cultural exchange activities, enhancing the children's global awareness and language skills.

Mexico

o Dedicated 3 years to the physical therapy field in my native Mexico, I specialized in pediatric neurological development and collaborated with athletes to enhance their performance. However, driven by a passion for customer success and helping companies grow, I decided to embark on a cultural exchange to the United States, where I decided to pivot my career towards my new found passions in management, costumers and leadership in the pursuit of new horizons.

Guadalajara, Jalisco, Mexico

o Implemented a proactive follow-up strategy that resulted in a 25% reduction in customer churn by customizing messages with references to specific interactions or past purchases for a more personalized communication approach.o Improved overall sales conversion rates by 12% through product demonstrations while consistently exhibiting a deep understanding of the brand's products and acquiring knowledge of new esthetical procedures and products for excellent customer service and education.o Utilized CRM tools to establish and maintain relationships with a diverse portfolio of 150+ clients, resulting in a significant 30% increase in customer retention.

Guadalajara, Jalisco, Mexico

- Restaurant Supervisor- Head waiter- Waitero Introduced a customer feedback system upon check request, leading to a 23% boost in customer satisfaction and loyalty.o Conducted daily training sessions for the morning staff of 20 people, focusing on customer service best practices and enhancing team performance.o Implemented a restaurant-wide dessert sales competition, offering a free dinner for the top performer. This strategy led my branch to become the best-selling dessert brand among the 13 branches for three consecutive months.o Enhanced dining experience by collaborating with kitchen staff to reduce plate waiting time from 18 to 8 minutes.

Project Management., Entry Level

Estimating time and budgets Running effective meetings and managing stakeholders Identifying and managing risks Applying Agile and Scrum.

Physical Therapy

Sql, Information Technology, Entry Level