Alejandra Valencia
Palo Alto
Summary
Detail-oriented professional with a strong background in customer support and team management. Known for being highly organized and detail-oriented, and having a track record of building effective relationships across all levels of an organization.
Overview
10
10
years of professional experience
Work History
Customer Support Manager
Poshmark
Redwood Shores, CA
11.2018 - Current
- Led customer support team to improve response times and enhance service quality.
- Designed and launched a centralized internal knowledge hub, improving agent access to critical information and increasing efficiency across customer-facing teams
- Analyzed customer feedback and CSAT data to identify root causes of low scores and drive corrective actions that improved customer satisfaction across all customer-facing teams.
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Partnered cross-functionally with Support, Operations, and Leadership to align key performance metrics (CSAT, QA, TTFR, TTR), enabling faster resolution times and improved customer experience
- Developed and executed weekly, monthly, and quarterly queue strategies to consistently meet SLAs and stabilize high-impact queues
Customer Support Associate
Poshmark
Redwood Shores, CA
09.2017 - 11.2018
- Resolved customer inquiries via email, ensuring timely and accurate responses.
- Analyzed recurring customer issues, providing insights for product improvement initiatives.
- Utilized internal support tools to track and manage customer issues effectively.
- Collaborated with cross-functional teams to enhance customer experience and streamline processes.
- Mentored new team members on best practices for customer support interactions.
Restaurant Manager
Cafe Borrone
Menlo Park, CA
02.2016 - 08.2017
- Streamlined daily operations to enhance service efficiency and customer satisfaction.
- Managed staff scheduling and training, fostering a collaborative team environment.
- Conducted regular performance evaluations, providing feedback to improve team productivity.
- Reconciled cash and credit card transactions to maintain accurate records.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Coordinated special events, enhancing community relationships and driving additional revenue streams.
Education
Bachelor of Science - Business Administration
Notre Dame De Namur University
Belmont, CA05-2012
Skills
- Empathy and patience
- Client relationship building
- Customer relations
- Training and mentoring
- Schedule management
- Salesforce, Looker, Assembled, and Asana proficient
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Excellent communication
- Organizational skills
Timeline
Customer Support Manager
Poshmark
11.2018 - Current
Customer Support Associate
Poshmark
09.2017 - 11.2018
Restaurant Manager
Cafe Borrone
02.2016 - 08.2017
Bachelor of Science - Business Administration
Notre Dame De Namur University