Pamela Luna Email and Phone Number

Compass is a real estate technology company with a powerful end-to-end platform that supports the entire buying and selling workflow. We deliver an incomparable experience to both agents and their clients all in service of the Compass mission: to help everyone find their place in the world.• Onboard 95 (+) real estate agents and retain customer NPS score of 5• Subject Matter Expert on onbroading workflow and processes nation-wide• Maintain ongoing customer engagement through scheduled quarterly business review meetings• Sustain Zendesk SLA metrics and team OKRs by completing first response time < 4 hours and request solved < 48 hours• Manage successful customer retention metrics with 0% churn rate as CSM over 6 month period• Implement process improvements within the team CSM workflow to increase efficiency• Collaborat across departments to provide best-in-class agent support.

• Assists the store’s Preservation and Operations Specialist at the Apple Store, Valley Fair• Monitored facilities and technology for the store for any issues• Coordinated vendor work for facilities problems and ensured minimal downtime or disruption to the business• Maintained brand standards both in the customer-facing and inventory sides of the store • Supervised janitorial staff and their daily tasks to ensure quality • Organized supply inventory and ordered replenishment when needed• Communicated preservation and operations projects to management team and to the store as needed

• Engage with customers by listening and understanding their needs. • Acknowledged by satisfied customers through promoters by consistently executing exceptional customer service in any situation.• Placed in the top 10% in quarter sales; exceeding performance goals.• Promote and introduce new products and services to customers.• Teach and offer a variety of workshops to novice/advance customers.• Conduct setups with new devices for customers to help better utilize their products.• Troubleshoot issues with certain devices and provide a solution at hand.• Recognized as an example of the “face of apple” when directing the traffic of the store.

• Mentored new hires through 10-day on-boarding training • Supported hiring events • Co-facilitated store-wide trainings on new products and initiatives• Created innovative team building experiences based on focuses decided upon by leadership team• Designed flyers, spreadsheets, and training tools for in-store use

Welcomes visitors by greeting them, in person or on the telephone; answers and refers inquiries.Directs visitors by maintaining employee and department directories; gives instructions.Maintains security by following procedures; monitors logbook; issues visitor badges.Maintains telecommunication system by following manufacturer's instructions for house phone and console operation.Maintains safe and clean reception area by complying with procedures, rules, and regulations.Maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.Contributes to team effort by accomplishing related results as needed.