Kimberly Madrigal
Fontana
Summary
Service management professional known for high standards and results orientation. Optimizing service processes and enhancing team performance. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic settings. Demonstrated expertise in team leadership and customer relationship management.
Experienced with optimizing service operations and improving customer satisfaction. Utilizes team leadership and strategic planning to enhance service delivery. Problem-solving and effective communication in high-pressure environments.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
Work History
Photographer
Self-employeed
01.2020 - Current
- Captured high-quality images for diverse clients, showcasing unique visions and styles.
- Edited and retouched photographs using Lightroom to enhance visual appeal.
- Developed marketing strategies to promote photography services through social media platforms.
- Collaborated with clients to understand their needs and deliver tailored photographic solutions.
- Mentored aspiring photographers in technical skills, equipment usage, and creative concepts.
- Established strong client relationships through excellent communication and personalized service.
- Delivered high-quality images under tight deadlines, demonstrating strong time management skills.
Customer Service Manager
Golds Gym ~
08.2016 - 10.2019
- Led customer service team, enhancing staff performance through training and mentorship.
- Developed and implemented customer feedback mechanisms to improve service quality.
- Streamlined operational processes, reducing response times and increasing customer satisfaction.
- Analyzed service metrics to identify trends, informing strategic improvements in operations.
- Established best practices for conflict resolution, fostering a positive customer experience environment.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Service Manager
24 Hour Fitness
01.2009 - 03.2017
- Led team in implementing service protocols, enhancing customer satisfaction and operational efficiency.
- Developed training programs for staff, improving service delivery and fostering professional growth.
- Streamlined workflow processes, reducing response times and increasing resolution rates for customer inquiries.
- Analyzed service metrics to identify trends, driving strategic initiatives for performance improvement.
- Oversaw scheduling and resource allocation, ensuring optimal staffing levels during peak service periods.
- Managed vendor relationships to ensure quality standards were met and service contracts adhered to consistently.
- Resolved customer complaints in professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
Education
High School Diploma -
Options For Youth
Upland, CASkills
- Training and mentoring
- Decision-making
- Excellent time management skills
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Complaint resolution
- Team building and leadership
- Effective workflow management
- Handling escalations
- Relationship building
- Meticulous attention to detail
- Employee scheduling
- New hire training
- Staff education and training
- Sales expertise
Accomplishments
Created K.MadrigalPhotography in 2020 and officially LLC business owner in 2022, achieved over 200+ clientele.
Languages
Spanish
Native or Bilingual
Timeline
Photographer
Self-employeed
01.2020 - Current
Customer Service Manager
Golds Gym ~
08.2016 - 10.2019
Service Manager
24 Hour Fitness
01.2009 - 03.2017
High School Diploma -
Options For Youth