Denver, Colorado, United States
I am a seasoned customer service professional with over 12 years of experience in providing exceptional support and fostering positive client relationships. Proven expertise in managing customer inquiries and technical issues through various channels, including chat, email, and video. Adept at utilizing tools such as Salesforce, Jira, and Grafana to troubleshoot problems, analyze root causes, and deliver effective solutions, consistently achieving high customer satisfaction ratings. Demonstrated ability to lead teams, train partners, and enhance operational efficiency, with a track record of developing and implementing strategies that drive success and improve service quality. Known for a spirited attitude, professionalism, and a commitment to empathy in every customer interaction.
Providing people with travel assistance safely, with empathy and kindness.
Lead and motivate a team of baristas to deliver outstanding customer service by implementing the store’s daily plan while fostering a supportive and positive work environment. Manage daily store operations, including ordering, inventory control, and organization of supplies, ensuring smooth and efficient store functionality. Oversee team scheduling, break management, and executive decision-making, optimizing staff allocation and store resources to meet operational needs. Conduct staff training and development to uphold high standards of customer service and operational procedures, enhancing team performance and service quality. Play a key role in interim management duties, including handling store orders, making critical store-based decisions, and managing product inventory using FIFO principles.
Managed and resolved customer cases through chat, email, and video, maintaining a 100% Customer Satisfaction Rating. Utilized tools such as Salesforce, Jira, APPVIEW, and Purecloud to deliver prompt and efficient solutions to clients, ensuring high-quality customer support. Analyzed and resolved technical issues effectively, contributing to the enhancement of Customer Care Metrics including CSAT and Service Level Agreements (SLA). Demonstrated strong problem-solving skills by troubleshooting client-reported issues and providing actionable solutions to improve customer experience. Consistently met and exceeded performance metrics, including case resolution times and customer satisfaction scores, by leveraging empathy and technical expertise.
Guided a team of baristas to deliver exceptional customer service by leveraging the store playbook and maintaining a supportive and compassionate work environment. Assigned baristas to roles based on their strengths and store needs, enhancing efficiency and service quality. Executed interim manager duties, including making critical store decisions, managing inventory, and overseeing staff breaks. Managed ordering, receiving, stocking, and restocking of supplies and retail products to ensure seamless store operations.
Optimized store staffing and orders to enhance customer satisfaction and minimize wait times. Assisted in hiring and scheduling staff, using analytics to forecast staffing needs and ensure adequate coverage. Managed food and product waste by analyzing sales data to improve efficiency. Directed store layout and holiday signage to enhance the shopping experience. Supported barista career growth and development, contributing to team skill enhancement.