Alicea Moore
Customer Experience Manager
Hephzibah,GA
Summary
Dynamic leader with a proven track record of driving team success through effective coaching and motivation, resulting in increased financial profitability, operational efficiency, and elevated customer satisfaction. Demonstrated excellence in meeting organizational objectives, showcasing adept leadership in both supervisory and collaborative support staff roles. Exceptional interpersonal skills contribute to fostering a cohesive and high-performing team environment.
Overview
7
7
years of professional experience
Work History
Customer Experience Manager
Pack Up + Go
08.2022 - Current
- Enhances customer satisfaction by implementing a streamlined feedback system.
- Reduces response time to customer inquiries 50% by optimizing support channels
- Develops personalized solutions for customers, resulting in increased loyalty and repeat business
- Leads high-performing team of Traveler Support Specialists, orchestrating strategic check-ins, managing PTO, and making critical financial decisions for atypical trips.
- Spearheads development of sophisticated systems to track key performance indicators, and increasing optimal team performance by 30%
- Crafts comprehensive Standard Operating Procedure for daily operations, streamlining processes and enhancing team efficiency.
- Analyzes customer data to derive actionable insights, addressing concerns and driving proactive solutions.
- Expands and organizes CX resources as subject matter experts across diverse platforms, including SquareSpace, Affirm, Loyalty Lion, Cloud Nine Club, Social Media, Grasshopper, Trip planning, and all Pack Up + Go products.
- Collaborates cross-functionally, serving as a point person for social media feedback and providing actionable insights to enhance team performance.
- Collaborates with Marketing Team, offering valuable insights into trends and strategic opportunities for enhanced customer engagement.
- Works closely with Director of Customer Experience to refine issue mitigation strategies, implement concierge-like on-call service, drive lead generation, and strategically scale department for unprecedented success.
- Increased employee retention through effective training and mentorship programs
Traveler Support Specialist
Pack Up + Go
08.2021 - 08.2022
- Served as primary point of contact for travelers beyond standard business hours, exhibiting exceptional responsiveness and problem-solving skills.
- Managed cancellations and travel changes with precision, ensuring seamless transitions for travelers.
- Proactively assisted travelers facing flight delays and cancellations, offering comprehensive support and resolution.
- Provided personalized concierge service, effectively addressing challenges, changes, or concerns that arose during trips, ensuring a seamless travel experience.
- Engaged in post-trip communication with travelers, directly addressing points of dissatisfaction, and delivering actionable feedback to relevant teams to develop preventive strategies.
- Supervised Traveler Support Associates during designated shifts, overseeing their handling of simple questions, changes, and travel details.
- Maintained meticulous and accurate records in CRM for all traveler interactions, ensuring a thorough understanding of customer needs and preferences.
- Collaborated closely with the entire CX team to guarantee 24/7 customer support, fostering a cohesive and responsive environment for travelers to prevent issues from reoccurring
Administrative Assistant/Retail Store Manager
Ajaa' Naturals
06.2017 - 08.2019
- Achieved significant operational success as Store Manager, leading team to consistently surpass sales targets and contributing to notable increase in overall store profitability.
- Streamlined CEO's daily business activities, optimizing workflow efficiency and increasing productivity by 15%
- Coordinated and executed on-site events, contributing to substantial revenue growth by 25%.
- Innovated and implemented business policies and procedures for enhanced operational effectiveness.
- Actively promoted and marketed company products, specializing in natural hair and skincare.
- Developed and implemented new hire guidelines and standard operating procedures.
- Launched and conducted training classes, ensuring adherence to training manuals and attendance policies.
- Conducted interviews and led onboarding processes, focusing on product knowledge and sales techniques.
- Served as crucial liaison between marketing company and executive team.
- Represented company at hair shows and conventions, enhancing market presence.
- Managed content creation for Social Media and Email Marketing to boost online visibility.
- Instituted wholesale price sheets and subscription services for VIP customers
Technical Support Advisor
Apple Inc.
03.2018 - 03.2019
- Expertly fielded incoming calls from customers, employing advanced troubleshooting techniques to swiftly and effectively resolve complex technical issues, showcasing commitment to delivering unparalleled customer support.
- Proactively stayed abreast of latest company updates, product information, and cutting-edge technological advancements, ensuring comprehensive understanding of ever-evolving landscape of Apple devices and software.
- Demonstrated dedication to continuous learning by completing rigorous training programs focused on both current and upcoming iOS devices, fostering exceptional level of expertise in providing technical assistance.
- Elevated customer service experience for all clients by not only resolving technical issues but also by imparting insightful guidance and ensuring positive, memorable interaction.
- Safeguarded confidential information in strict adherence to company's business conduct policies, exhibiting commitment to maintaining highest standards of integrity and professionalism.
- Innovatively implemented problem-solving strategies, contributing to development of streamlined processes for addressing technical inquiries.
- Collaborated with cross-functional teams to provide valuable insights from customer interactions, contributing to enhancement of product development and service offerings.
Education
Spanish -
Georgia State University
Atlanta, GAHigh School Diploma -
Davidson Fine Arts High School
Augusta, GA05.2016
Skills
- Cross-Functional Collaboration
- Training Programs
- Customer Acquisition
- Procedure Writing
- Conflict resolution
- Performance measurement
- CRM software proficiency
- Training and development
- Customer feedback management
- Creative thinking
- Time management
- Voice of customer analysis
- Policy Investigations
- Collaborative Environments
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
Sometimes life is about risking everything for a dream no one can see but you.
Unknown
Timeline
Customer Experience Manager
Pack Up + Go
08.2022 - Current
Traveler Support Specialist
Pack Up + Go
08.2021 - 08.2022
Technical Support Advisor
Apple Inc.
03.2018 - 03.2019
Administrative Assistant/Retail Store Manager
Ajaa' Naturals
06.2017 - 08.2019
Spanish -
Georgia State University
High School Diploma -
Davidson Fine Arts High School