Destiny Matos
Torrance
Summary
Dynamic Customer Experience Manager with expertise in customer empathy, data analytics, and cross-functional collaboration. Proven ability to enhance service quality through effective customer feedback processes, driving satisfaction and loyalty. Results-oriented professional experienced in developing customer engagement strategies and training teams on best practices. Strong focus on problem-solving and communication skills, fostering team accountability to improve overall customer satisfaction and service delivery. Analytical and detail-oriented Customer Experience Manager skilled in voice of customer analysis and trend identification. Committed to leveraging insights to implement strategies that elevate service quality and enhance customer experiences.
Overview
8
8
years of professional experience
Work History
Customer Experience Manager
Michaels
01.2023 - Current
- Developed customer feedback processes to enhance service quality and satisfaction.
- Trained team members on best practices for customer engagement and problem resolution.
- Analyzed customer data to identify trends and recommend improvements in service delivery.
- Collaborated with store leadership to implement strategies that improved overall customer experience.
- Oversaw daily operations of customer service team, ensuring compliance with company policies.
- Conducted regular performance evaluations to foster team development and accountability in customer interactions.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
Receptionist Administrator
Law Office of Michael Schiller
06.2018 - 01.2022
- Managed front desk operations, ensuring smooth daily workflow and client satisfaction.
- Coordinated appointment scheduling, optimizing attorney calendars and enhancing client service efficiency.
- Assisted in preparing legal documents, ensuring accuracy and adherence to office protocols.
- Maintained organized filing systems for case files and client information, improving retrieval efficiency.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Oversaw office supply inventory management, ensuring availability of essential resources for daily operations.
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Handled complaints and questions, and re-directed calls to other team members.
Education
Associate of Science - Diagnostic Medical Sonography
CBD College
Los Angeles, CA09-2024
Skills
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
- Proficient in Microsoft Word, Excel, and Outlook
- Organization and communication
- Attention to detail
- Customer service, phone etiquette, and email communication
- Problem-solving and fast learner
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Experience Manager
Michaels
01.2023 - Current
Receptionist Administrator
Law Office of Michael Schiller
06.2018 - 01.2022
Associate of Science - Diagnostic Medical Sonography
CBD College