Maxine Valenzuela Email & Phone Number

Carlsbad, Ca, Us

Manage $6M operational budget for internal support staff and multiple off-shore call centers with over 200 agents servicing 4000+ daily contacts from membersProduce and retain over $9M in additional revenue through upsell, retention and acquisition opportunitiesGenerate collections of $22M on company P & LProactively focus on Voice of the Customer (VOC) to drive first contact resolution and Customer Satisfaction Monitor Social Media to proactively respond to members and provide feedback to Senior Leadership Define service levels and metrics (SLA’s) to ensure organization meets customer needs and expectations Direct and develop vendor management strategies for optimal member satisfaction and cost containmentProvide strategic direction for Member Processing department to maximize efficiencies and reduce manual overhead expenseContinual development and enhancements for Member Services On-Line to improve customer use and revenue.Foster a culture that achieves trust, commitment, quality and accountability for the business and the customer

Aqua Lung, Inc. - Vista, CA Feb 1994 - May 1999Aqua Lung International is a highly successful division of Air Liquide (ticker:419919.PA) and the leading manufacturer of scuba diving equipment supplying a large network of Dive Retailers, the Commercial Diving Industry and Military/Governmental Agencies. Managed customer support staff servicing over 500 dealers nationwideResponsible for incoming orders, effective order maintenance, recommending solutions for backordered items Created incentive programs for customer support to help achieve monthly sales objectivesSuccessfully consolidated two Organizations by re-structuring the customer support department, creating a team environment while remaining seamless to dealersInteracted with the Purchasing/ Shipping Department to ensure outstanding customer servicePrepared annual sales and marketing budgets for pro dive and international divisions including sales by territory and product categories Evaluated and analyzed Monthly Financials for profitabilityPrepared monthly forecasts for each brand by product and dollar volumeDeveloped annual brand catalogs, price Lists, advertising, trade and consumer showsAssisted in product development by defining market requirementsDeveloped sales reports for outside Regional Sales Managers

Managed Customer Support department servicing 400+ dive retailers nationwide.Responsible for sales to over 30 distributors worldwide.Negotiated Distributor agreements.Prepared sales forecasts by territory.Handled all incoming orders, prepared export documentation, letters of credit, and freight routes to assure maximum profitability.