HEAVEN HORTON
Los Angeles
Summary
Customer Success & Operations Specialist with 5+ years of experience in data accuracy, event support, and backend system management across CRM, POS, and ticketing-style platforms.
Overview
5
5
years of professional experience
Work History
Retail Specialist
Apple
11.2025 - Current
- Referenced APPLE Steps of Service while assisting customers in product selection, ensuring a personalized shopping experience.
- Maintained up-to-date knowledge of products and sales processes to provide accurate, informed guidance to customers.
- Adapted to Apple’s in-store POS and sales systems, maintaining accuracy while tracking performance metrics to support store goals.
Passport Specialist IV
CGI Federal
07.2024 - Current
- Delivered precise, high-volume data input and quality control across federal systems while troubleshooting workflow issues and escalating discrepancies.
- Trained all new hires on complex systems and protocols.
- Acted as primary liaison between customer support and leadership, streamlining internalcommunications.
Operations Specialist
Found Hotel Santa Monica
11.2020 - 05.2022
- Supported launch of hotel operations with a focus on process optimization and interdepartmental coordination.
- Managed daily backend updates and internal system configurations across inventory and CRM tools.
- Supported front desk and marketing teams with timely system updates and rollout coordination for hotel events.
- Co-developed the hotel's guest communication voice and internal knowledge base.
Digital Engagement Specialist
Miss HBCU Teen Pageant
- Current
- Curated engaging content across social media and digital advertising platforms to support national campaigns and event promotions.
- Edited promotional video and graphics using Adobe CC; supported media rollouts for workshops and competitions.
- Scheduled and published posts, pitched campaign ideas, and interacted with users across multiple channels to increase reach and engagement.
Education
Bachelor’s in Communications -
Howard University
Washington, DCSkills
Process Improvement
Cross-Functional Collaboration
Time Management
Compliance and Confidentiality
Scheduling and Calendar Management
Event management systems
CRM/ ticketing systems (Salesforce, Zendesk, POS)
Remote workflow tools (Slack, Asana, TEAMS)
Timeline
Retail Specialist
Apple
11.2025 - Current
Passport Specialist IV
CGI Federal
07.2024 - Current
Operations Specialist
Found Hotel Santa Monica
11.2020 - 05.2022
Digital Engagement Specialist
Miss HBCU Teen Pageant
- Current
Bachelor’s in Communications -
Howard University