Experience

• 

  Corporal Designs

  • San Diego, California, United States

  • Co-Founder

    • Apr 2023 - Present
    • San Diego, California, United States

• 

  HD Supply

  • United States
  • Wholesale
  • 700 & Above Employee

  • Specialized Services/Warranty Team Lead

    • May 2021 - Present

  • Customer Service Team Lead

    • Feb 2020 - May 2021

    • Work with other departments on interrelation functions.• Assist and train agents in navigating SOPs, new procedure training, and escalated issues.• Creating and maintaining reports for Daily, Weekly, Period, and Shift Bid Metrics for the Santee 1 - Customer Care Team.• Monitoring call wait times to ensure proper coverage during peak volume periods.• Monitoring calls to ensure agents are using their time properly.• Assisting in creating new internal processes that ensure growth of our department and agents.• Coaching and working with associates to meet or exceed minimum performance standards.• Issuing Quality Assessments (QA) for agents during each Fiscal Period.• Creating Voice of the Customer requests and Concessions for escalated issues.

  • Specialized Services/Warranty Representative - Solutions

    • Feb 2019 - Feb 2020

    As a Solutions Representative for Specialized Services/ Warranty, in addition to the roles listed below, I assisted in escalated cases, end of day procedures, contacting vendors to establish Warranty protocol, processing concessions, and assisting the Warranty Leadership Team as needed. Assisted in coaching other employees on the proper protocol and procedures of our department as well as proper time management skills.

  • Specialized Services/Warranty Representative

    • Mar 2018 - Feb 2019

    Specialized Services consists of EPA Certification, Personalized Service Accounts, California Faxes, and Warranty.• EPA Certification - Review and verify EPA certification credentials as well as EPA Request Forms required by HD Supply. Data entry of approved EPA Certification and release of pending order(s).• Personalized Services Accounts - These accounts require special attention for each order/ quote. They range from sister companies to 3rd party purchasing groups. o Received brief training on Special Order Quote creation to help accommodate Buyers Access requests.• California Faxes - Process all faxes submitted within the state of California for purchase of HD Supply merchandise.• Warranty - Create Claims for customers’ Warranty issues - manufacturer/ material defects. Contact vendors to ensure customers receive their Warranty and follow-up with customers to verify Warranty service/replacement was done as promised.

• 

  Catholic Answers

  • United States
  • Religious Institutions
  • 1 - 100 Employee

  • Customer Service Representative

    • Aug 2014 - Mar 2018

    Due to budget cuts, was transferred back to Customer Service to fulfill positional duties.Data entry. Order and donation processing. Extensive communication with customers and co-workers. Processing of free material either by request or associated with donations. Processing of mail. Processing of payments associated with Parish and Bookstore orders. Acting as back-up for the Bookstore Department when needed. Processing of invoices and payments for Direct Mail Marketing name rental as well as Sponsorships for Catholic Answers Live, Catholic.com, and Catholic Answers Magazine. Training co-workers in tasks associated with Customer Service. Rewriting/updating Customer Service task procedures (SOPs.) Arranging and performing tours of the Catholic Answers facility for visitors. Record-keeping and filing. Receptionist duties. Call-screening for the radio program, Catholic Answers Live.

  • Seminar Coordinator

    • Jan 2012 - Aug 2014

    Fielded initial speaker inquiries. Created contracts and processed event payments for upcoming conferences, seminars, etc. Booked travel arrangements; hotel, airfare, rental car, etc. Updated speakers work calendars to reflect upcoming events and travel details. Created itineraries for speakers for upcoming events. Frequent contact with hosting event coordinators making sure the schedule and all loose ends were in order as well as arrangements for “for-sale” and free materials to offer at events. Handling of packing and shipping the sales materials to upcoming events. Warehouse experience. Provided volunteer instructions on the specifics of the Catholic Answers Sales table. Invoiced and paid off product sold at events. Added events to Seminar/Event page on Catholic.com. Acted as speakers’ representative and provided a professional, trustworthy, and friendly face to the Seminars Department.• Helped train personnel on how to properly use credit card terminals at events• Handled arrangements to have “Sales” table, as well as staffing and manning it at the Catholic Answers 2013 National Conference• Arranged staffing and manned sales tables for the 2013 Catholic Answers Summer Seminar Series• Trained personnel on product sales table arrangements

  • Seminar Sales Coordinator

    • Aug 2008 - Jan 2012

    Worked alongside Catholic Answers Seminar Coordinators. Frequent contact with hosting event coordinators regarding “for-sale” and free materials to offer at events. Handling of packing and shipping sales materials to upcoming events. Warehouse experience. Provided volunteer instructions on the specifics of the Catholic Answers Sales table. Invoiced and paid off product sold at events.• Acquired extensive product knowledge of Catholics Answers publications• Modified and streamlined Seminar Sales Coordinator position to be more efficient• Created Volunteer Sales instructions to help volunteers better understand the procedure• Initiated process of acquiring portable credit card terminals for speaking engagements• Helped train personnel on how to properly use credit card terminals at events• Arranged staffing and manned sales tables at local Parish events• Handled arrangements to have “Sales” tables, as well as staffing and manning them at the 2010 and 2011 Annual National Catholic Family Conference in Ontario, CA

  • Customer Service Representative

    • Dec 2005 - Aug 2008

    Data entry. Order and donation processing. Extensive communication with customers and co-workers. Processing of free material either by request or associated with donations. Processing of mail. Processing of Catholic Answers Action donations and correspondence. Processing of Thank You Letters. Training co-workers in tasks associated with Customer Service. Record-keeping and filing. Receptionist duties. Assisted in invoicing and payment processing for the Seminars Department.

• 

  Kelly Services

  • Greater San Diego Area

  • Clerical/ Customer Service

    • Aug 2005 - Dec 2005
    • Greater San Diego Area

    Temp Agency - Various office assignments including record-keeping, filing, mass mailing, and sales/customer service.