Marisela Trujillo
Soledad
Summary
Personable customer service professional offering over ten years of experience resolving account and service concerns for Food and Beverage customers. Smoothly uncover and solve challenges while promoting company products and maintaining loyal, satisfied customers. Ready to leverage training and experience to take on new professional challenges.
Overview
14
14
years of professional experience
Work History
Customer Success Manager
Crafty LLC
04.2022 - 05.2024
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Developed comprehensive training materials that facilitated faster customer proficiency with the product.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Implemented effective communication strategies that fostered long-lasting connections with customers.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.
Senior Customer Service Manager
Bluestar Refreshments
11.2015 - 03.2020
- Promote superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Increased sales by 10% in high profile accounts
- Budget Management
- Prepare Sales reports
- Manage Vendor partners/entities to ensure program spec is being executed successfully
- Ensure service level agreements are being met
- Quarter Business Review
- Biweekly meetings with each client to discuss change, service, and spend trends
- Kitchen expansion planning
Assistant MK Manager
Bon Appetit At Google
06.2010 - 11.2015
- Developing, designing, or creating new ideas or programs
- Adhering to all confidentiality requirements at all times
- Led team of 20 employees to service high profile stocking points
- Hired and properly coached hourly employees
- Scheduled yearly reviews with hourly employees
- Promptly responding to inquiries and requests from prospective clients
- Provide information to management, co-workers, and employees by telephone, written form, email, or in person
- Schedule staff shifts to cover peaks and lulls in customer inquiries
- Demonstrated full store expertise on merchandise locations, enabling optimum service to inquiring customers
Education
Bachelor of Science - Health Sciences
San Jose State University
San Jose, CA12.2009
Skills
- Customer Service
- Budgeting
- Customer contact
- Process improvement
- Staff education and training
- Report preparation
- Warehousing functions
- Stocking and replenishing
- Account management
Timeline
Customer Success Manager
Crafty LLC
04.2022 - 05.2024
Senior Customer Service Manager
Bluestar Refreshments
11.2015 - 03.2020
Assistant MK Manager
Bon Appetit At Google
06.2010 - 11.2015
Bachelor of Science - Health Sciences
San Jose State University
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