Aaliyah Garcia

Provided front-line customer service by answering incoming calls, troubleshooting technical issues, offering product support, and supplying part numbers and owner's manuals.

Handled escalated customer situations with professionalism, de-escalating calls and finding effective resolutions to maintain high customer satisfaction.

Participated in the promotions team, processing and approving promotional offers and concessions on the back end.

Served on the escalation team, managing complex customer cases when clients no longer wished to work with frontline agents.

Acted as a mentor in the company’s mentorship program, guiding new hires through training, answering questions, and allowing interview candidates to shadow live calls.

Promoted to Lead Mentor, responsible for scheduling mentor sessions, conducting mentor check-ins, and collaborating with other lead mentors to develop engagement strategies and ensure new hire success throughout the training period.

• Founder & Creative Director
  

Business ( Pop Up Shop Milwaukee ) | November 2022 - Present | 2 years 6 months

Led and managed pop-up shop events across Milwaukee, overseeing the complete event lifecycle from planning and vendor coordination to sales and customer engagement.

Collaborated closely with vendors to help them promote the event, expand their client base, and ensure their success by offering strategic marketing support and guidance.

Developed and implemented marketing strategies, leveraging social media, email campaigns, and local partnerships to drive foot traffic and increase event visibility.

Fostered strong relationships with customers and vendors, ensuring a positive, seamless experience that encouraged repeat business and loyalty.

Managed financial operations, including setting event budgets, tracking sales, processing transactions, and ensuring the profitability of each event.

Coordinated logistics, inventory management, and product curation to meet customer demands and market trends.

Directed on-site operations, providing leadership to staff, ensuring smooth setup, and managing event flow to ensure all aspects of the event ran efficiently.

Analyzed event performance and customer feedback to continuously improve future events, optimize vendor success, and increase overall sales.

Served as the first point of contact by professionally answering and directing incoming calls using a multi-line phone system. Scheduled and confirmed appointments and meetings for the management team, while responding promptly to phone calls and emails to assist with inquiries and customer needs. Coordinated with dispatch and office staff to fulfill driver and client requests efficiently. Handled appointment scheduling, maintained detailed records, and documented key information in company systems. Reported any suspicious activity to supervisors as needed. Also supported travel arrangements for company staff, including booking hotel rooms, car rentals, and flights for business trips and conferences.

Delivered exceptional customer service by resolving issues with a knowledgeable and friendly approach, maintaining professionalism and composure in high-pressure situations, and effectively de-escalating tense interactions. Educated customers on promotional pricing and available services, and supported them in making payments or setting up payment plans to keep accounts current. Provided attentive support to both new and returning customers by actively listening to concerns and developing tailored solutions. Handled incoming calls and emails, offering frontline assistance with product and service-related inquiries and transactions.