With over 18 years of experience in the Customer Service and Sales field, I have achieved tangible results and have collaborated across teams. Spearheaded a loyalty program that boosted repeat customers by 80%. Has successfully contributed to company profits by improving team efficiency and productivity. Solution-focused Customer Experience Manager dedicated to maintaining satisfaction through fast, knowledgeable assistance. Versed in e-commerce processes and ways to resolve different issues. Proactive and excited to partner with like-minded individuals to achieve goals. Skilled at effective negotiations and up-selling techniques. Utilizes excellent organizational skills to enhance efficiency and lead teams to achieve outstanding sales.
Skills:
- Excellent Communication Skills
- Customer service excellence
- Client Engagement and Retention
- Project Management
- Operations Management
- Documentation and Reporting
- eCommerce expert (Shopify)
- Social media engagement
Customer Service Manager -
Tawk.to (March 2022 - January 2025)
- Handled escalated customer concerns and worked closely with the customer service and fulfillment teams to ensure accurate order processing and resolution of issues.
- Supervised and responded to customer complaints and inquiries via
email, phone, live chat, and social media platforms in a timely and friendly m
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- Managed customer reviews and the Trustpilot page.
- Establish KPIs and metrics to measure customer service performance, track progress, and identify areas for improvement.
- Supervised and trained customer service staff, resulting in 90% customer service.- Product inventory management, ensuring timely and stocked shipping of product
- Built and managed a customer loyalty program that generated an 80% increase in repeat customers
- Implemented a collaborator marketing campaign that increased brand awareness.
- Documented customer interactions and issues in the system, ensuring accurate and up-to-date information was recorded.
Experience/Support Representative - UJUU Media (February 2021 - March 2022)
- Served as the primary point of contact for customers and understanding their needs and concerns while maintaining customer satisfaction.
- Processed orders and returns/exchanges, provided order status, and processed cancellations and refunds.
- Coordinated with vendors and couriers regarding order status, shipping, and inventory.
- Handled the company's social media accounts.
E-commerce Customer Support - Third Rock Commerce (Jan. 2019 - Feb. 2021)
- Provided excellent customer support by resolving customer inquiries and issues via phone, chat, and e-mail within 24 hours, ensuring high customer satisfaction.
- Managed three web stores by overseeing daily operations, such as updating product listings and ensuring seamless navigation to provide a smooth user experience.
- Coordinated with suppliers by efficiently handling product orders, resolving logistical issues, and maintaining regular communication to foster strong business relationships.
- Processed orders, refunds, and cancellations with the utmost efficiency, ensuring accuracy and customer satisfaction.
Real Estate Accounting Assistant - Star VA (March 2018 - January 2019)
- Prepared and Filed Tax Documents and Returns
- Prepared spreadsheets in Microsoft Excel for managers' reports on a daily, weekly, and monthly basis.
- Monthly Bank pre-reconciliation and assistance for Final Reconciliation
- Pulled and prepared monthly Invoices and Financial Reports
- Create new client/homeowner welcome materials.
- Add new Association/client to the server and software (VMS)
- Issued and prepared delinquency and violation notices to homeowners/clients.
Operations Manager - LIFEREVS LLC (May 2012 - March 2018)
- Processed improvement by designing the organizational culture, optimizing the processes for maximum efficiency, and contributing to the evolution and growth of the company.Managed scheduling systems, performance reviews, and capacity planning, driving cost-effective solutions aligned with organizational goals.Drafted business proposals and set up client webinars.Oversaw all company systems and software.Posted ads and managed social media accounts.Handled employees' recruitment, training, and payroll.Spearheaded department training to enhance employee performance and boost employee productivity.Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.Processed orders and payments.
Sales Representative/Sales Team Leader EnfraUSA Solutions (April 2006 - March 2012)
Developed and delivered effective sales presentations to convey product worth.Supported the Sales Manager in achieving sales goals and objectives, usually by implementing and revising sales strategies and directing and motivating the sales team.Ensured that all Business Sales Consultants met or exceeded all activity standards for prospecting calls, appointments, presentations, proposals, and closes.Attended high-level training workshops and seminars to improve product knowledge and
-----------veloped and established current client and potential client relationships.
Areas of Experties:
• Ecommerce Management (Dropshipping) (Shopify, Etsy & Yahoo Store)
• Customer Service Support
(Email, Chat and Calls)
• Operations Management
• Social Media Management
• Service Request Dispatching
• Recruitment Management
• Administrative Tasks
• Transportation dispatching
• Marketing Softwares
• Effective Communication Skills; Analytical and Research Skills
• Listings
• Lead Generation
• Data entry
• Appointment Setting
• Knowledgeable in Google sheets, documents, calendars, etc.·
• Outbound Sales / Inbound Sales / Customer Service
• Accounting (Payroll, Accounts Receivable, Accounts Payable, Invoicing)
Tools and Softwares:
• Shopify
• Gorgias
• Ticketing System (Freshdesk)
• Yahoo Store
• Etsy
• Microsoft Office Suite
• G-Suite
• Microsoft Dynamics CRM
• Canva
• Ring Central
• VoIP/ PBX system
• Slack
• Homewisedocs
• NopCommerce
• ASANA
• Letterstream
• Go To Meeting/Zoom
