Adreinne D'Auria
Hesperia,CA
Summary
Dynamic Customer Experience Manager with a proven track record at Victoria's Secret, excelling in cross-functional collaboration and data analytics. Spearheaded training programs that enhanced team performance and increased employee retention. Cultivated a culture of customer empathy, driving loyalty through personalized solutions and strategic planning to align with business objectives.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Customer Experience Specialist with background in enhancing client satisfaction and loyalty through effective communication and problem-solving. Strong emphasis on team collaboration, achieving results, and adapting to evolving needs. Skilled in conflict resolution, process optimization, and customer relationship management. Known for reliability and proactive approach to improving service standards.
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
25
25
years of professional experience
Work History
Customer Experience Manager
Victoria's Secret
10.2000 - Current
- Developed and implemented customer service training programs to enhance team performance.
- Mentored staff on best practices in customer engagement, fostering a culture of excellence within the team.
- Conducted regular assessments of service standards, ensuring alignment with brand expectations and goals.
- Utilized CRM systems to track customer interactions and improve personalized service delivery strategies.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Established performance and service goals and held associates accountable for individual performance.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Increased employee retention through effective training and mentorship programs.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Managed diverse team of customer service representatives, fostering inclusive environment that valued different perspectives.
- Partnered with IT to enhance website usability, making it easier for customers to find information and request support.
- Fostered culture of continuous improvement, encouraging team members to propose innovative solutions to enhance customer experience.
Education
High School Diploma -
Barstow High School
Barstow, CASkills
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
- Training programs
- Proficient in [software]
- Retention management
- Performance evaluations
- Training and onboarding
- Customer relationship management (CRM)
- Decision-making
- Staff management
- Team recruiting and hiring
- Business objective analysis
- Strategic planning
- Root-cause analysis
- Brand development
- Corporate communication
- Product lifecycle management
- Business needs analysis
- Project management
- Corporate communications
- Budgeting and allocation
- Brand promotion
- Cross-departmental alignment
- Product promotion
- Brand-building strategies
- Teamwork
- Teamwork and collaboration
- Brand messaging
- Problem-solving
Accomplishments
- Supervised team of 30 plus staff members.
- Achieved set up of new store through effectively helping with Brand merchandising, Operational tasks, training and hiring new associates.
- Documented and resolved customer/associate issues which led to fostering an open door policy.
- Achieved hiring goals through effectively helping with training an development.
Timeline
Customer Experience Manager
Victoria's Secret
10.2000 - Current
High School Diploma -
Barstow High School