A'Lasha Venerable
Ludowici,Georgia
Summary
Dedicated and empathetic Customer Support Specialist with a strong background in EdTech. Delivering exceptional customer service and ensuring a seamless user experience. Possesses comprehensive knowledge of technical integrations and hands-on experience with ticketing systems like Zendesk, enabling quick resolution of product issues while maintaining a customer-centric approach. Demonstrates a passion for going the extra mile, evident in proactive and positive attitude brought to every interaction. Strives to provide friendly and personalized support to each customer, by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Associate Director of Admissions
Polygence
04.2023 - 02.2024
- Exceeded Enrollment Targets: Consistently surpassed enrollment targets, achieving an average of 120% of the monthly goal over a 10-month period.
- Comprehensive Program Knowledge: Leveraged full knowledge of the institution's catalog to successfully enroll over 200 students, matching them with programs that aligned with their goals and needs.
- Admissions Guidance: Provided detailed explanations of admissions processes, educational programs, financial assistance, and student services to over 500 potential students, contributing to a 25% increase in application submissions.
- High-Volume Outreach: Conducted 30-40 targeted phone calls daily, generating a pipeline of over 1,200 prospective students and maintaining a conversion rate of 20% from inquiry to enrollment.
- Efficient Communication: Streamlined applicant communications, reducing response times by 30% and increasing applicant satisfaction, as reflected in a 15% improvement in survey feedback.
- Marketing Collaboration: Partnered with the marketing team to create impactful promotional materials, leading to a 10% increase in inquiries and enhanced visibility of the institution's offerings.
- CRM Optimization: Improved CRM utilization among staff, boosting data accuracy by 40% and enhancing tracking of applicant interactions, which contributed to a 15% increase in enrollment efficiency.
Customer Service Support Agent
Chegg
05.2022 - 02.2023
- Delivered responsive and empathetic customer support via phone, email, and live chat, handling an average of 50+ daily interactions with a 95% customer satisfaction rate.
- Acted as a liaison between customers and internal departments, facilitating the resolution of 85% of complex issues within 24 hours.
- Enhanced customer satisfaction, achieving a 20% reduction in repeat issues by promptly resolving concerns and providing thorough follow-ups.
- Utilized in-depth knowledge of products and services to guide 90% of customers toward optimal solutions, contributing to a 15% increase in customer retention.
- Provided constructive feedback to colleagues, boosting team performance metrics by 10% while fostering positive working relationships.
- Efficiently managed 1,000+ customer records in CRM software, maintaining accurate case histories and scheduling future touchpoints to improve customer engagement.
- Assisted in creating training materials for new hires, resulting in a 25% reduction in onboarding time and a 30% improvement in service consistency across the team.
- Consistently exceeded performance metrics, contributing to a 15% increase in team productivity and overall customer satisfaction scores.
- Monitored trends in customer complaints, leading to a 12% improvement in processes and targeted employee training programs.
- Managed high call volumes, maintaining professionalism and efficiency, resulting in a 98% adherence to service level agreements (SLAs).
- Achieved swift problem resolutions, reducing average resolution time by 20% through effective critical thinking and analytical skills during customer interactions.
District Sales Manager
Frito-Lay
02.2019 - 08.2021
- Collected, analyzed, and interpreted statistical data to develop and implement targeted sales strategies, leading to a 12% increase in conversion rates and demonstrating strong attention to detail.
- Collaborated closely with 8 district managers to share best practices and learnings, contributing to a 10% improvement in overall district sales performance.
- Improved team performance by 18% through regular coaching, training, and mentoring of 15 sales representatives, resulting in a 25% increase in individual productivity.
- Exceeded annual sales targets by 20% through strategic planning, territory optimization, and building strong customer relationships, resulting in a 15% growth in market share.
Assessed the competitive landscape quarterly, adapting strategies to maintain a top 3 market position, resulting in a 10% reduction in lost deals. - Grew YOY sales by 20% by consistently meeting and exceeding quotas, directly contributing to a $500,000 increase in annual revenue.
Coached sales associates in product specifications, sales incentives, and selling techniques, leading to a 30% increase in customer satisfaction ratings and a 20% rise in repeat business. - Enhanced team morale, reducing turnover by 15% by fostering a positive work environment, recognizing achievements, and promoting professional development opportunities.
- Led bi-weekly sales meetings to communicate objectives, review progress against goals, and identify areas for improvement, resulting in a 10% increase in team goal attainment.
- Analyzed data trends to monitor performance metrics, developing actionable insights that contributed to a 12% year-over-year improvement in key performance indicators (KPIs).
Store Merchandiser
Frito-Lay
02.2016 - 02.2019
- Implemented product rotation protocols, leading to a 20% reduction in expired stock and ensuring 95% product availability on shelves and in backroom storage.
- Reduced shrinkage by 12% over three years by closely monitoring inventory counts and addressing discrepancies promptly, contributing to improved store profitability.
- Collaborated with store management to develop and execute merchandising strategies that resulted in a 15% increase in overall store sales and enhanced customer satisfaction.
- Participated in weekly meetings, providing data-driven insights that led to a 10% improvement in merchandising efficiency by aligning strategies with shifting consumer trends.
- Executed planogram changes with 100% compliance to corporate guidelines, while tailoring layouts to local market conditions, increasing relevant product sales by 8%.
- Supported special events and promotions, driving an 18% increase in foot traffic and boosting sales during promotional periods.
- Managed vendor relationships, securing a 5% reduction in costs through successful negotiations, which contributed to the store's profitability and ensured consistent supply levels.
Education
MBA - MARKETING ANALYTICS
Western Governors University
Rock Hill, SC05.2026
Bachelor of Arts - DIGITAL ARTS
Winthrop University
Remote05.2019
Skills
- Customer Focus
- Problem-Solving
- Effective Communication
- Attention to Detail
- Complaint Resolution
- Product Knowledge
- CRM Software Proficiency
- Technical Support
Timeline
Associate Director of Admissions
Polygence
04.2023 - 02.2024
Customer Service Support Agent
Chegg
05.2022 - 02.2023
District Sales Manager
Frito-Lay
02.2019 - 08.2021
Store Merchandiser
Frito-Lay
02.2016 - 02.2019
MBA - MARKETING ANALYTICS
Western Governors University
Bachelor of Arts - DIGITAL ARTS
Winthrop University
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