Interior design and Assistant electrician
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Customer Service, Quality, and Training Expert
2145 Campostella Rd
Chesapeake, VA 23324
Outgoing, professional and dedicated to quality customer experiences. Over 20 years combined experience in service and retail with 10 years of leadership experience. Extensive experience in customer service, administration, training, team building, and team recognition. Recently started pursuing degree in interior design with special interest in stagecraft.
AutoAnything, San Diego CA - Lead International sales and service 2013-2023
● Developed a virtual training curriculum. This resulted in a self service database for more efficient training. Materials were tailored for both full time employees as well as agency employees (temporary hires for high volume seasons).
● Coordinated with the Customer Service Team to maintain and update knowledge databases. I have been able to provide agents with resources, institutional knowledge, and the agency to provide first contact resolutions.
● Worked with the customer service leadership team on a more dynamic quality assurance program. New system has led to a significant increase in positive customer reviews as well as increased customer traffic.
● Built Department for International Sales while serving as Department Head of International Sales and Logistics. Instrumental in the significant improvement of order life cycles as well the decrease in observed lead times.
● Worked closely with the IT department to update the website. Resulting in a more dynamic and customer friendly experience. Utilized
Zendesk, Typeform, and other applications for this.
E-commerce Brands, San Diego, CA - Operations Coordinator 2020 - 2023
● Quality Assurance expert who has helped implement a QA program for the Customer Service team. Resulted in an increase in quality interactions and observable, metrics
● Several successful seasons of collaborating with marketing and sales to help predict sales and discount trends for high volume seasons.
Also helped integrate customer incentive programs (website cash rewards and price matches).
● Mastery level knowledge of tracking and logistics through UPS, FedEx, DHL, and USPS.
● Optimized marketplace experiences for customers. Also worked to optimize social media servicing
● Built a streamlined approach to service with a variety of support/ customer-facing tools, inventory management systems, and other software.
Experience in Magento, Atlassian, DSCO, Shopify, Maestro, and Netsuite.
● Proficient in data tracking using Microsoft Office applications as well as the Google Suite, including LucidChart.
● Exceptional work in ZenDesk. I have used this platform for knowledge database management, ticket management, website development, and also for reporting and analytics for the customer service team.
● Built several trainings and meetings with the use of Zoom, Trainual, Loom, and Slack.
COMMUNITY - Chesapeake master Gardener
Since 2023 – I have served as a mentor, moderator and volunteer in conjunction with several community projects since January 2023.
EDUCATION - Bachelor of Fine Art in Graphic and Interior Design In progress at Tidewater Community College since 2023
3.9 GPA
