Customer Experience Coordinator at Shoppe Amber Interiors (2022-04 – 2026-07)
- Conceptualized over 25+ solutions to customer experience concerns, decreasing complaints by 30% and increasing satisfaction by 20%.
- Championed an average of 95% customer satisfaction ratings bi-weekly, 10% higher than other CSR's.
- Streamlined an extensive network of out of state repair contacts to assist with freight damages for out of state customers which has resulted in an increase of customer satisfaction ratings by 35%.
- Coordinated with both production & logistics teams on ETA's and communicated accordingly to customers on a weekly basis.
Specialist at Apple (2019-07 – 2021-07)
- Achieved an average of 140% of sales goals for five consecutive months by leveraging in-depth product knowledge and showcasing personalized demonstrations as part of displaying world-class customer service.
- Developed initiatives to grow revenue for local businesses affiliated with Apple by 20%, resulting in an increase of customer satisfaction scores by 25%.
- Collaborated with senior management on multiple functions including customer success and finance, increasing survey submissions from 10% the previous month to 20% by identifying the pain points of all customer feedback.
- Exceeded annual sales forecast by $180,000+ over one year as a Specialist.
RCC (Remote Customer Service Specialist) at Apple (2020-09 – 2021-06)
- Collaborated with teams including management via Slack to improve the customer service journey by developing innovative solutions to support online orders resulting in a 25% increase in customer feedback.
- Increased overall Customer Response Resolution metrics from 63% to 84%, which led to a 21% increase by achieving efficient customer resolutions for online support.
- Handled 100+ inbound customer calls daily, with duties that included retrieving client data, presenting relevant product information, while providing quality service support management.
- Provided technical support for customers on a wide range of company products, resolving issues at a 90% rate.
Buyer/Inventory Associate, & Team Trainer at Whole Foods Market (2012-10 – 2019-04)
- Maintained and built relationships with over 100+ customers and vendors, providing exceptional customer service and efficient grocery buying while exceeding sales goals by 20%.
- Streamlined setup, logistics, materials, and facilitation of training events including New Hire Orientations, Management Training, and Team-building Activities for 15+ team members.
- Prioritized and coordinated daily shipments to ensure proper allocation in the inventory system, dated and updated promptly in all pertinent systems.
- Labeling and processing all returns on damaged non-PO,and/or not ordered merchandise in a timely manner in conjunction with the supervisor of operations.
