Marlette Núñez Email & Phone Number

Roseville, California, United States

United States

Chico, California Area

My position as supervisor for Lulu's customer service team allowed me to monitor overall workflow of 50 employees while ensuring agent and customer interaction is successful using a variety of CRM software. This includes: * Ensuring employee performance goals are met in order to meet department KPI's. *Answering of inbound calls through Genesys; Responding of incoming chats via our Zopim LiveChat feature; Responding to high volume of emails via Zendesk. * Conducting monthly agent reviews to ensure top performance and customer satisfaction. * Training of our newly hired representatives. * Planning and executing department events for team building. * Handling customer escalations to find unique and appropriate solutions. * Communicating of cross functional departments to provide the best and most accurate customer service

Chico, California Area

My duties as a CSR included: * Effectively answering over 70 phone calls daily while maintaining excellent composure. * Efficiently responding to customer emails of various concerns with attention to detail. * Finding creative problem solving methods in a fast paced and high volume environment. * Efficiently responding to all customer emails of various concerns with attention to detail. * Successfully assisting customer purchase decisions regarding style, price, and quality of products. * Assisting with customer orders regarding returns, exchanges, or any policy questions or concerns. * Bilingual. Assisting Spanish speaking customers via phone, email, and chat features.

Chico, California Area

My position in management included: * Effectively monitoring and targeting weekly and monthly sales goals. * Budgeting weekly labor and food cost percentages. * Maintaining appropriate levels of product via weekly purchase orders. * Creating store meeting agenda's and holding meetings with staff on a quarterly basis. * Hiring and conducting interviews of potential candidates for the store. * Training of all newly hired employees. * Conducting weekly inventory of all products in the store. * Maintaining appropriate visual merchandising materials in store. * Up-selling of featured products in order to meet sales goals.

During my time as a student assistant at CSU, Chico, my duties included: * Assistance in planning and preparation of various donor fundraising events.* Various projects as assigned by supervisor through the use of multiple office automation software * Answering phone calls and directing customers as needed. * Assisted supervisor in preparing and filing meeting minutes into proper binders. * Submitting purchase orders for office supplies as needed.

Bachelor Of Business Administration (B.S.), Marketing

Courses: MKTG 371 - Consumer Behavior MKTG 380 - Marketing Research MKTG 465 - E-Marketing MKTG 472 - Advertising Communications MKTG 475.

Associate Of Science (As), Business Administration And Management, General