•Cross-Functional Project Management and Stakeholder Engagement: Managed CRM development and reporting with Jira, aligning with CX leadership and cross-functional teams to deliver data-backed insights and reduce support tickets.•Department Restructuring: Overhauled structure using SWOT analysis, defined role expectations, and established SOPs. Implemented 1:1 coaching, boosting agent productivity and customer satisfaction.•CRM Development and Automation: Managed the upgrading Zendesk to a messaging platform with a chatbot, reducing resolution time. Collaborated on a web portal design, increasing customer sign-ups and engagement.•Customer Advocacy/Insights: Conducted journey mapping and generated insights using Jira and other tools. Tracked and communicated customer data to drive experience improvements and decrease support tickets.

•Communication and Influence: Effectively communicated objectives and strategies to team members and stakeholders, enhancing decision-making and alignment and increasing stakeholder satisfaction.•Employee Coaching: Provided targeted coaching and mentoring to align employee development goals with business objectives, improving employee satisfaction and skill development.•Culture of Excellence: Fostered a continuous learning and collaborative environment through consistent mentorship, boosting team productivity and employee retention.•Project Management: Led multiple projects to successful completion on time and within budget.

•Remote Omnichannel Agent: Ensured metric adherence (Chat/Email SLA targets, 95%+ CSAT) and maintained availability in Zendesk and Slack during shifts.•Technology Utilization: Leveraged Confluence, Google Suite, Jira, Zendesk, Fullstory, Mixpanel, and Slack to track and improve client interactions from initial contact to post-use support.

•Customer Experience Leadership & Business Management: Led all aspects of business management including project management, sales, marketing, accounting, and client retention. Developed and enhanced brand presence through strategic use of Facebook, Instagram, Pinterest, Google Analytics, and website SEO.•Innovative Crisis Management: Demonstrated creative problem-solving skills during two COVID-19 state closures by introducing telehealth sessions. Successfully retained clients and maintained healthy monthly sales through innovative service solutions.

•Sales Performance Enhancement: Motivated and inspired sales staff to consistently exceed regional sales goals, utilizing company sales tracking tools for daily, monthly, and quarterly performance, reported to district management daily.•Team Development: Coached and developed team members through company cultural platforms, ensuring alignment with core values to foster a customer-centric environment.•Operational Excellence: Managed all store operations, including inventory receiving and merchandising, ensuring tasks were completed efficiently and within set deadlines to enhance the customer shopping experience.•Key Holder Responsibilities: Oversaw store opening/closing, executed proper cash handling procedures, addressed customer escalations, and assisted the store manager with projects, store reporting, and managerial tasks, ensuring a seamless customer experience.

• Customer Interaction Management: Handled high call volumes, providing exceptional front-facing customer service for wellness clinic clients during check-in and check-out processes.• Service Schedule Optimization: Oversaw employee scheduling to ensure maximum service hours utilization while adhering to work parameters.• Sales and Performance Metrics: Promoted gift cards, skincare products, and monthly membership plans, managed suspended accounts, and addressed customer escalations to drive sales and meet KPIs.

• Client Management: Led successful client experiences for an 80+ client portfolio, focusing on satisfaction and retention. Identified client needs, served as the voice of the client, and managed client and vendor issues and crises.•Customer Satisfaction: Achieved a 97% client email satisfaction rate, as measured by HelpScout/Zendesk.• Cross-functional collaboration: Provided valuable customer insights and collaborated with internal marketing, sales, and development teams to enhance service offerings.•Sales Growth: Identified business growth opportunities through add-on service sales, driving development and expansion.

• Client Relationship Management: Built strong client relationships through in-store product demonstrations and training.• Operational Efficiency: Managed 80+ in-store visits, maintained daily reporting, and handled merchandising documentation and expenses through Expensify.• Training and Mentorship: Led training and mentorship for entry-level and mid-career professionals across three Bay Area markets.• Sales and Account Development: Drove growth and development for national and regional clients, enhancing the customer experience.

• Advocated for pharmacy, doctor’s office, and patients inquiring about pharmacy benefits within designated health insurance plans.• Maintained organization and efficiency within an inbound high-call volume environment.• Maintained high performance around on call metrics including: call handling time, use of personal time, customer satisfaction surveys.

Best Buy Mobile Sales Lead: • Delivered high-quality customer service in-line with mobile brand focus.• Collaborated with management to create innovative sales strategies.• Assisted sales leading, scheduling and training of mobile employees.• Managed all visual merchandising of department.

Operations Admin Lead• Management Duties: team/store trainings, meetings with territory and district management, customer escalations.• Human Resources Duties: Oversaw company payroll, scheduling, and store-wide labor budgets.• Trained, coached and managed all Operations associates including cashiers and customer service associates to maintain KPI goals for given roles.•Proactively resolved customer conflicts and concerns, assuring satisfaction within standard business model set by company.

• Assisted in all customer transaction and product escalations where I utilized all resources available to me as a CSA prior to requesting manager assistance. • Processed all customer order returns in line with company policies and procedures. • Managed online order fulfillment in combination with returns line. • Responsible for recommending and enrolling customers for store credit card program where I exceeded card sign up KPI's monthly. • Assist Cashiers in basic customer service training to prevent cashiers from providing misinformation when selling product service plans and return/exchange policies.

• Responsible to maintain KPI sales of magazine subscription sign-up's, Offering and selling product service plans to all products in store that qualified for PSP's, customer feedback surveys. • Provide exemplary customer service in line with store values.