Alexandra Roman
Chicago,IL
Summary
Talented and results-oriented creative professional with experience leading teams, customer service, and developing strategies to engage target audiences. Proven track record of developing successful and innovative advertising and marketing campaigns that improve brand visibility, increase revenue, and customer retainment. Possesses excellent eye for detail and nuanced understanding of brand voice and messaging.
Overview
10
10
years of professional experience
Work History
Parent Volunteer
Carrie Gosch Early Learning Center
01.2017 - 01.2019
- Head of parent community
- Chaperoned class field trips to assist teacher and protect students.
- Contributed time, suggestions and resources to support student organizations.
- Promoted student development and engagement by helping organize special activities.
- Acclimated new parents to volunteer work by sharing advice and training on specific processes.
- Facilitated community outreach to expand participation and support.
- Partnered with school administration to improve outreach to students and parents.
- Helped students needing personalized support with group activities or lesson assignments.
- Recruited new parent volunteers or organized workload to cover demand.
- Organized drives to gather classroom supplies or fundraise money.
- Assisted with classes by helping teacher carry out lessons and maintain organized spaces.
Customer Experience Expert
Stericycle
01.2012 - 11.2014
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Investigated customer complaints and escalated issues to address critical requests.
- Documented customer interactions in internal database to maintain customer service history details.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
General Manager
Tacos & Salsa
12.2008 - 12.2011
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budget implementations, employee evaluations, and contract details.
- Formulated policies and procedures to streamline operations.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Education
Bachelor of Arts - Interdisciplinary Studies, Communication
Governors State University
Associate - Arts Honors
Richard J Daley College
2021
Skills
- Creative Team Collaboration
- Campaign Development
- Assignment Delegation
- Industry Research
- Customer Needs Assessments
- Social Media Platforms
- Vendor Negotiations
- Brand Messaging
- Marketing Expertise
- Communication Strategies
- Standards Implementation
- Coordinate Schedules
- Manage Client Relationships
Languages
Spanish
Native or Bilingual
Timeline
Parent Volunteer
Carrie Gosch Early Learning Center
01.2017 - 01.2019
Customer Experience Expert
Stericycle
01.2012 - 11.2014
General Manager
Tacos & Salsa
12.2008 - 12.2011
Bachelor of Arts - Interdisciplinary Studies, Communication
Governors State University
Associate - Arts Honors
Richard J Daley College