I am a strong marketing, sales management, merchandising and inventory management professional with demonstrated excellence in sales growth, customer satisfaction, and operations management. I have an exceptional record of improved customer satisfaction levels. My face to face experience as a customer service associate for a market rate, high end property management firm being the ambassador for the firm to new tenants, demonstrating the opportunities available at the site and assisting prospective tenants to touring, leasing and vacating of apartments.
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Work Experience
City of Berkeley
Office Specialist II
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May 2015 - Current
Types correspondence, reports, charts, forms and specialized documents related to the functions of the organizational unit to which assigned from drafts, notes, or brief instructions, using a variety of computer software programs, pre-formatted documents or graphics and desktop publishing; Performs a variety of general office support duties such as opening, distributing and processing mail, ordering office supplies, using standard office equipment and procedures such as keyboarding, filing, answering the telephone, providing information to customers, and preparing periodic and special reports;
Obtains information from customers to begin or discontinue city services; explains licensing and parking permit requirements, fee structures, and administrative rules to contest citations;
Proofreads and checks keyboarded data and other materials for correct grammar, punctuation, and spelling, data accuracy, completeness, and for compliance with departmental policies;
Establishes, maintains, researches and compiles information from office files and suggests improvement to forms and written desk procedures related to work performed; participates in department and inter-department efforts to improve service and systems;
Operates a customer service information and payment counter, balances daily cash receipts and prepares deposit summaries;
Reserves rooms and makes all related logistical preparations for meetings and provides summary notes of meetings;
When assigned to customer service function, greets customers, provides factual information and answers telephone calls; maintains call-tracking information, refers calls or takes messages; resolves customer complaints within the level of authority, and/or refers complaint to next level; responds to both public and internal inquiries about unit activities and programs; assists program participants in understanding guidelines and policies and completing necessary applications, permits and forms; and Performs related duties as assigned.
Square Inc,
Customer Support Representative
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Apr 2014 - May 2015
Effectively solve customer inquiries via phone, email, and Twitter using a CRM tool
Hold a high bar for Support when owning customer interactions
Identify, document and follow up with engineers on product bugs and features
Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products
Recognize errors and draft improvements to content in the external Support Center and internal documentation
Collaborate with members of other teams to root out answers and be a resource to teammates
Working side by side with the product, design, and engineering departments to improve the customer experience.
Equity Residential
Leasing Consultant
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Dec 2013 - Apr 2014
Manage leasing process from start to finish
Presenting the apartment community in a compelling way, overcoming objections and building relationships with prospective residents as well as current residents.
Provided excellent customer service by helping current residents resolve problems as they arise.
Demonstrated strong sales, organizational, multi-tasking and communication skills.
Minted
Customer Service Representative
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Nov 2013 - Mar 2014
Respond to calls, emails, and live chats from customers
Handle and resolve all customer concerns graciously
Provide customers with product and general order information
Provide assistance with processing orders and customizing designs
Identify and escalate priority issues that need immediate attention
Provide design suggestions to customers illustrating expertise and passion for the company and its products
Recommend ways in which the Customer Service team can improve the customer experience
Spark Program
Program Support Intern
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Jul 2013 - Sep 2013
Researched businesses and organizations within the communities of Oakland for potential mentors driven by student's career interests
Visited apprenticeships at workplaces, organizing volunteer appreciation throughout the session and supported
Spark volunteer networking events. These included Mentor Orientations, Match Day Events and Discovery Nights.
Participated in volunteer coordination and tracking of all paperwork for volunteers using Salesforce and Google Docs, in addition to assisting in documentation of all apprenticeships.
ThredUP
Warehouse Supervisor
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Mar 2012 - May 2013
Solely responsible for the branding of hundreds of items using my knowledge of quality and textiles to enter familiar and unfamiliar brands into the ThredUP database
Systematically managed the receiving of used clothing, inspecting clothing against quality standards, itemizing, photographing, hanging, picking, and packing
Handled HR issues, e.g. recruitment, on-boarding, staffing, ongoing training, and performance evaluations.
Enforced safety standards and other company policies
Partnered with ThredUP management, technical experts, suppliers, partners, to report weekly on different fashion styles and brands
Responsible for the training of new employees and consistently topped sales goals
Archstone Fox Plaza
Customer Service Associate
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Jun 2011 - Jun 2012
Serving as first point of contact for people calling or visiting the community office
Assisting residents with the move-in and move-out process
Resolving customer issues by using sound judgment and reasoning skills
Creating personal connections with current and future residents through the touring, leasing and vacating of apartments
Tuesday Morning
Store Manager
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May 2009 - Jun 2010
Focused on Customer Service Standards
Responsible for scheduling, hiring, and training of staff while remaining within the constraints of payroll budgets
Enforcing a high expectation of store standards through leading by example
Focused on merchandising the salesfloor based on seasonal, promotional and top selling items