Associate The UPS Store, Dallas, TX
August 2025 - Present
- Delivered exceptional customer service through face-to-face interaction and telephone support, achieving a 95% customer satisfaction rating.
- Employed active listening and problem-solving skills to accurately assess customer needs, resulting in a 20% increase in repeat customers.
- Took ownership of customer shipping requirements by identifying and offering viable solutions, enhancing operational efficiency.
- Proactively engaged in product knowledge training, facilitating team training sessions that improved overall service quality.
- Operated a variety of equipment and software, mentoring colleagues and enhancing team efficiency.
- Maintained a clean and organized workspace, contributing to workplace safety and compliance with operational standards.
Internet Sales Coordinator
Lennar, Irving, TX
September 2024 - March 2025
- Managed a robust sales pipeline by effectively following up on internet leads, achieving a 30% increase in scheduled appointments.
- Enhanced customer engagement by delivering detailed community information and addressing inquiries across multiple channels (email, live chat, phone).
- Coordinated on-site and off-site sales events in collaboration with the sales team, contributing to a 15% increase in quarterly sales.
- Documented all customer interactions in Salesforce CRM, ensuring accuracy and improving communication with New Home Consultants (NHC).
- Developed positive online customer experiences, demonstrate strong communication skills and adaptability to various customer needs.
Sales Operations Coordinator
Noodoe, Remote
July 2023 - March 2024
- Managed the post-sales onboarding process, ensuring smooth transitions and achieving a customer satisfaction score of over 90%.
- Acted as the primary contact for customer inquiries regarding shipping, freight quotes, and training, facilitating clear communication.
- Maintained accurate customer data in Salesforce, improving data integrity and information flow to support cross-functional initiatives.
- Collaborated with Sales, Operations, and Training teams to create seamless customer experience, enhancing overall operational efficiency.
- Streamlined post-sales support processes and implemented best practices, increasing operational productivity by 25%.
- Guided new clients through onboarding processes, including product tours and setup, ensuring a seamless transition to services.
- Acted as the primary point of contact for onboarding, effectively removing implementation roadblocks to achieve timely client success.
- Addressed product-related inquiries, empowering clients with knowledge and resources to maximize usage and satisfaction.
Program Manager
Amazon Web Services (AWS), Remote
December 2021 - June 2023
- Directed the AWS content project intake, enhancing team efficiency and improving project delivery timelines by 15%.
- Spearheaded process improvements with key stakeholders, leading to increased collaboration and satisfaction among teams.
- Served as a Certified Inclusive Ambassador, promoting diversity and inclusion initiatives within the workplace.
- Facilitated smooth project hand-offs and collaborated with various stakeholders, enhancing project outcomes and team productivity.
Learning Platform Program Specialist
Amazon Web Services (AWS), Remote
June 2021 - December 2021
- Led the comprehensive management of the AWS learning platform, optimizing functionalities and achieving a user satisfaction rate of 95%.
- Implemented continuous improvement initiatives that enhanced platform performance and increased user engagement.
- Conducted impactful user training sessions, driving adoption across the organization and elevating platform usage metrics.
Senior Training & Communication Specialist
Frontier Communications, Irving, TX
April 2016 - January 2021
- Designed and implemented training programs on policies and procedures, resulting in a 20% increase in team efficiency.
- Developed evaluation methods to measure employee progress and training effectiveness, driving continuous improvement efforts.
- Created and maintained a library of training materials, fostering a collaborative and supportive learning environment.
Sr. Analyst
Verizon, Irving, TX
August 2013 - April 2016
- Executed strategic communication and training initiatives that enhanced employee engagement and streamlined internal processes.
- Authored engaging internal communications, fostering a culture of collaboration and information sharing among teams.
Resource Manager
Verizon, Irving, TX
September 2009 - July 2013
- Predicted resource allocation needs and optimized capacity, which led to a 15% reduction in operational costs.
- Assisted in recruitment and onboarding processes, enhancing workforce quality and ensuring a smooth integration of new hires.
Onsite Recruiter
Verizon, Irving, TX
June 2007 - August 2009
- Managed the candidate pipeline efficiently, improving recruitment effectiveness through targeted sourcing strategies.
- Conducted in-depth interviews and assessments, enhancing the selection process with precise documentation of candidate evaluations.
Customer Care Advocate
Verizon, Irving, TX
July 2005 - August 2009
- Managed customer inquiries and complaints with a focus on delivering timely and accurate resolutions, achieving a 90% first-contact resolution rate.
- Consistently met quality assurance requirements and performance metrics, contributing to an overall improvement in customer satisfaction.
