Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tina Avila

Perris

Summary

Customer Experience Manager with extensive experience at Gatekeeper Systems, recognized for enhancing operational efficiency and communication. Led initiatives that significantly improved customer satisfaction and retention rates, while training staff to surpass service objectives. Skilled in CRM and Excel, delivering solutions that strengthened customer loyalty and optimized processes.

Overview

24
24
years of professional experience
1
1
Certification

Work History

CUSTOMER EXPERIENCE MANAGER

GATEKEEPER SYSTEMS
09.2020 - Current
  • Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
  • Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
  • Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Maintain key performance indicators and acceptable performance levels to support assigned customer base.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
  • Utilized telephone, online chat and email platforms to deliver outstanding customer service.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Investigate and resolve customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Sought ways to improve processes and services provided.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.

CUSTOMER SERVICE MANAGER

ONTRAC GARAGE DOORS
12.2012 - 08.2020
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Researched and corrected regular, advanced, and long-standing customer concerns to promote company loyalty.
  • Spearheaded customer satisfaction survey and analyzed results to make action plans.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Developed documentation and logs of implemented solutions and generated and submitted reports.
  • Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
  • Devised and published metrics to measure organization's success in delivering world class customer service.
  • Followed through with client requests to resolve problems.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
  • Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.

STORE MANAGER

STARBUCKS COFFEE COMPANY
02.2001 - 08.2011
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Supervised guests at front counter, answering questions regarding products.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Maintained strong knowledge in handling of perishable products in dairy, meat and produce departments.
  • Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
  • Completed point of sale opening and closing procedures.
  • Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
  • Analyzed and interpreted store trends to facilitate planning.
  • Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
  • Scheduled and led weekly store meetings for all employees to discuss sales, new promotions and new inventory while providing platform for all to voice concerns.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Uphold and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
  • Developed multiple new store locations from ground up by hiring and training efficient team.
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Approved regular payroll submissions for employees.
  • Managed inventory control, cash control and store opening and closing procedures.

Education

High School Diploma -

Indian Springs High School
Los Angeles, CA
06-1998

Skills

  • Microsoft Outlook and CRM
  • Navision
  • Excel
  • Service Channel and Corrigo Pro
  • Communication skills
  • Operational efficiency
  • Training development
  • Customer feedback management
  • Staff monitoring and customer service

Certification

  • Customer Experience Certificate

Timeline

CUSTOMER EXPERIENCE MANAGER

GATEKEEPER SYSTEMS
09.2020 - Current

CUSTOMER SERVICE MANAGER

ONTRAC GARAGE DOORS
12.2012 - 08.2020

STORE MANAGER

STARBUCKS COFFEE COMPANY
02.2001 - 08.2011

High School Diploma -

Indian Springs High School

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Tina Avila