Job Search Status
Open to workDesired start date: 2 weeks notice
Open To Work
ALISA PERSAUD
Orlando,FL
Work Preference
Summary
Led initiatives to foster skill development and adaptability within teams. Cultivated exceptional customer service standards, earning multiple awards for excellence. Championed a culture of continuous learning and improvement.
Overview
6
6
years of professional experience
Work History
B2B Service Account Manager - Platinum
Wayfair
01.2020 - Current
- Nurtured relationships with high-profile clients, enhancing brand loyalty and increasing customer retention by 80% through tailored value propositions within 6 months.
- Facilitated cross-functional collaboration to align product offerings with client needs, significantly improving customer engagement and retention rates.
- Monitor 85-90 tickets daily ensuring all deliveries are arriving on time and making sure Customers are aware of any updates.
- Successfully built relationships with high-profile clients, resulting in a significant boost in customer loyalty and retention through consistent and clear writing.
- Improved overall financial performance by optimizing administrative workflows, leading to a significant boost in revenue and customer retention through targeted strategies.
- Facilitated seamless communication during the sales handoff, ensuring all client needs were addressed promptly, which significantly boosted retention rates and overall satisfaction.
- Strengthened client relationships by proactively supporting teams in addressing customer inquiries, leading to improved satisfaction scores and a seamless customer journey.
Service Security Department
Wayfair
- Handle all Incoming Calls that have been flagged for Fraud/Discrepancies.
- Verify the Account Information and using the proper tools to show relevance.
- Clear Accounts once they have been approved - Reorder any orders that we are able to process.
- Maintain SST Metric Levels & CSAT.
Case Specialist
Wayfair
- Provided Outbound calls and emailed customers/suppliers with concerns.
- Handled damaged products, applied discounts to orders after assessing the issues with product.
- Followed up with customers on Furniture Technician correspondence to be a liaison for customers & Techs.
- Handled finance issues, large parcel support with the freight team, and delegated tickets.
- Created templates for small parcel & large parcel shipping concerns, Finance, product questions, replacement parts/units, and reward refunds.
- Kept a high monthly and quarterly metric based on CSATs, resolution rates, and tickets closed per hour.
- Increased customer adoption rates by 30% within 6 months through effective time management and targeted cross-selling strategies, enhancing overall account engagement.
Education
AS Degree - Applied Science for Hospitality and Tourism Management
{School Name}
01.2004
Skills
CRM Expertise & Data Analysis
Client Onboarding & Success
Relationship and Management Retention
Collaborate with Cross functional teams
Negotiation and Closing
Microsoft Word, Excel, Powerpoint, Google Documents, Inventory Spreadsheet, Supplier Chain Export
AWARDS & SCHOLARSHIPS
2 Amethyst Awards for Outstanding Customer Service (highest awards) 01/2023 Wayfair, Employee of the Month 01/2022 Wayfair, People’s Champ Award for Relentless Customer Service Wayfair, Surpassed Quarterly Metrics Wayfair
Timeline
B2B Service Account Manager - Platinum
Wayfair
01.2020 - Current
Service Security Department
Wayfair
Case Specialist
Wayfair
AS Degree - Applied Science for Hospitality and Tourism Management
{School Name}