Experience

Innovive

• United States
• Research Services
• 1 - 100 Employee

• Digital Transformation Manager

  • Aug 2023 - Present

• Digital Transformation Consultant

  • Jun 2023 - Aug 2023

• Manager - Digital Transformation and Change Management

  • Nov 2021 - Jun 2023

  San Diego, California, United States • Determined the best processes and IT tools implementation for external facing organizations as the running point for all digital projects. • Efficiently coordinated a project team with experts from the different areas including IT/Netsuite external partners, and IT editor teams. • Implemented new processes and solutions as the leader of Change Management while providing training to the operational teams. • Explored digitalization solutions with external partners and assessed the ROI… Show more • Determined the best processes and IT tools implementation for external facing organizations as the running point for all digital projects. • Efficiently coordinated a project team with experts from the different areas including IT/Netsuite external partners, and IT editor teams. • Implemented new processes and solutions as the leader of Change Management while providing training to the operational teams. • Explored digitalization solutions with external partners and assessed the ROI of those solutions by proposing, leading, and implementing roadmaps of digital transformation (Netsuite automation, CRM, CMMS, EDI with clients, Vendor Managed inventory for clients). • Actively participated in cross-functional projects and ensured the safety and security of all team members. • Presented superior relationship-building skills while deep diving into Customer Service operations and Customer Support roles. • Assessed and implemented E-commerce website capabilities with confident decision making to achieve the desired results to exceed company goals.



100%

• United States
• Retail
• 1 - 100 Employee

• Customer Service Manager

  • Feb 2021 - Sep 2021

  San Diego, California, United States • Apportioned daily tasks within the customer service department while supervising day-to-day operations, interacting with customers, and responding to inquiries from the staff and customers in a timely manner. • Scheduled team meetings to set reasonable customer satisfaction goals, assist members with concerns, and present new tactics to implement for consistent high-rated customer feedback. • Known for creating effective customer service procedures, policies, and standards that… Show more • Apportioned daily tasks within the customer service department while supervising day-to-day operations, interacting with customers, and responding to inquiries from the staff and customers in a timely manner. • Scheduled team meetings to set reasonable customer satisfaction goals, assist members with concerns, and present new tactics to implement for consistent high-rated customer feedback. • Known for creating effective customer service procedures, policies, and standards that continually exceeded expectations from customers and stakeholders. • Hired new employees and trained them based on expertise and skill set in tandem with the e-commerce team while providing acknowledgment of growth and achievements and handling disciplinary actions when appropriate. • Monitored work for legal and regulatory compliance and maintained accurate records and documentation for all customer service activities while collaborating with the legal team in regard to counterfeit goods. • Overhauled the technology of the customer service department by updating equipment, adding additional features, utilizing algorithms, establishing an FAQ page, and rerouting phones to make them useable again. Show less



Juiced Bikes

• United States
• Sporting Goods Manufacturing
• 1 - 100 Employee

• Customer Support Manager & Employee Trainer

  • May 2018 - Feb 2021

  Chula Vista, CA • Utilized cross-functional skills to efficiently resolve issues with the Marketing, Warehouse, and Shipping departments based on customer satisfaction and feedback while appraising the productivity of departments with the first point of contact with clients (customer service, technical support, sales operations). • Determined equipment and services needed, developed innovative work techniques and a diverse employee population, and implemented processes and procedures to track and report… Show more • Utilized cross-functional skills to efficiently resolve issues with the Marketing, Warehouse, and Shipping departments based on customer satisfaction and feedback while appraising the productivity of departments with the first point of contact with clients (customer service, technical support, sales operations). • Determined equipment and services needed, developed innovative work techniques and a diverse employee population, and implemented processes and procedures to track and report KPI’s and improve operational efficiency for the whole company. • Effectively communicated with internal and external departments to relay product issues and concerns to the CEO while ensuring all company departments and projects were following set timelines and maintaining solid relationships with 200 vendors. • Showcased exemplary management skills by overseeing a staff of 8 in-house and remote customer service reps to meet the company’s policies and values to ensure customer satisfaction, headed a global team for 3 countries and 1 off-shore account, and provided guidance to 35 indirect staff members. • Expertly handled day-to-day operations including resolving escalated customer service issues, training, mentoring, and coaching multiple departments while cultivating a collaborative and accountable work environment, and managing the staff workload based on ticket, chat, and call volume. • Improved productivity and optimized operations by establishing a nationwide mobile bike repair network to increase customer satisfaction and implementing a companywide PBX system which resulted in the continuous revenue growth of $4M to $18M. • Exhibited commitment, leadership skills, and a drive for improvement and results by partnering with High Tech High to host interns, establishing attendance policies, spearheading the morale committee, and joining the South County Economic Development Council. Show less



ServiceChannel

• Software Development
• 200 - 300 Employee

• Customer Support

  • Aug 2016 - Jun 2018

  San Diego,CA • Served as the lead point of contact for all customer account management matters. • Developed new business with existing clients and/or identify areas of improvement. • Responded to clients via Zendesk and telephone. • Resolved technical issues utilizing IBM Notes. • Prepared training documents for high profile clients. • Successfully complete technical projects and document progress using Basecamp. • Entered technical issues and bugs using JIRA. • Educated and trained… Show more • Served as the lead point of contact for all customer account management matters. • Developed new business with existing clients and/or identify areas of improvement. • Responded to clients via Zendesk and telephone. • Resolved technical issues utilizing IBM Notes. • Prepared training documents for high profile clients. • Successfully complete technical projects and document progress using Basecamp. • Entered technical issues and bugs using JIRA. • Educated and trained customers on how to use application. Show less



J2 Global

• United States
• Technology, Information and Internet
• 200 - 300 Employee

• Client Relationship Specialist

  • Mar 2014 - Jul 2016

  San Diego, CA • Submitted, reviewed, and edited professionally recorded greeting requests for new and existing customers and applied charges where applicable. • Managed level 2 requests from customers, sales personnel, and customer service reps via telephone, email, and social media for eVoice and Onebox. • Assisted in the processing of LOAs (porting of numbers). • Contacted users who are past due on their account for collections. • Trained new employees on job duties relating to their… Show more • Submitted, reviewed, and edited professionally recorded greeting requests for new and existing customers and applied charges where applicable. • Managed level 2 requests from customers, sales personnel, and customer service reps via telephone, email, and social media for eVoice and Onebox. • Assisted in the processing of LOAs (porting of numbers). • Contacted users who are past due on their account for collections. • Trained new employees on job duties relating to their position. Show less



TriWest Healthcare Alliance

• Hospitals and Health Care
• 700 & Above Employee

• Customer Service Representative Team Lead

  • Feb 2006 - Mar 2013

  Greater San Diego Area • Coached and Mentored Customer Service Representatives in problem resolution, responding and resolving complex issues. • Managed staff workload based on call volume and skill level. • Tracked daily KPI’s. • Facilitated customer service outcomes by taking ownership of problems and successfully resolving escalated calls. • Assisted beneficiaries and medical providers with issues regarding eligibility, enrollment in HMO and PPO type plans, claims and authorizations and referrals.