Summary
Overview
Work History
Education
Skills
Timeline
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Mary Craver

San Diego

Summary

Customer service professional with a proven track record in enhancing customer satisfaction and driving company success. Experienced in team management and engagement with high-tier clients. Recognized for productivity and efficiency in task execution. Strong communication, empathy, and adaptability skills contribute to delivering exceptional service and support.

Overview

6
6
years of professional experience

Work History

Customer Support Specialist

Attentive
06.2024 - Current
  • Work with T0-T5 clients on technical questions, marketing strategies, and support with integrations.
  • Provide support with onboarding new team members, training, and helping to update macros and SOPs.
  • Work with multiple teams to ensure help center articles are up to date for clients, and provide breakdowns of our processes.
  • Look into and implement new features that the customer support team can use to continue streamlining our process.
  • Work through daily high-ticket volume in chats and emails.

Customer Service Lead

Congo Brands
Remote
09.2022 - 04.2024
  • Managed a west coast team, training new hires, and worded on improving their job performance. Managing KPIs with biweekly calls.
  • Generated reports on customer feedback, trends, and other metrics for management review.
  • Researched complex issues raised by customers, identified solutions, and provided timely responses.
  • Developed strategies for improving customer service processes based on feedback from customers and team members.
  • Worked with the marketing team on ways to give back to the customers with our gifting program.
  • Managed communication between the CS team and the warehouse on orders.

Retail Store Manager, Website Coordinator

Katwalk Boutique
Manhattan Beach
11.2019 - 09.2022
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Provided support services to customers in a timely manner and addressed their queries efficiently.
  • Managed daily operations by completing purchasing, inventory control, merchandising and product distribution tasks.
  • Worked on website by creating assets, merchandizing, and packing shipments.
  • Organized new stock for floor placement.
  • Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.

Education

Bachelor of Arts - Digital Arts & Media Studies

University of Oregon
Eugene, OR
06.2016

Skills

  • Customer retention
  • Complaint resolution
  • Team collaboration and leadership support
  • Goal setting/managing KPIs
  • Problem solving
  • Strong communication skills
  • Customer service management
  • Time management
  • Shopify, Yotpo, Klaviyo, Gorgias, Loop, Recharge, RiseAi

Timeline

Customer Support Specialist

Attentive
06.2024 - Current

Customer Service Lead

Congo Brands
09.2022 - 04.2024

Retail Store Manager, Website Coordinator

Katwalk Boutique
11.2019 - 09.2022

Bachelor of Arts - Digital Arts & Media Studies

University of Oregon

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Mary Craver