Alyssa Young
La Verne,CA
Summary
Customer relations professional with robust background in enhancing client experiences and streamlining customer service operations. Known for effective team collaboration and driving impactful results. Recognized for adaptability and reliability in dynamic environments, excelling in conflict resolution and client engagement.
Overview
8
8
years of professional experience
2018
2018
years of post-secondary education
Work History
Customer Relations Manager
Puente Hills Mazda
11.2022 - 06.2025
- Managed a customer service team of 10+ representatives, increasing conflict resolution efficiency by 30% and boosting customer satisfaction scores by 20%.
- Designed and implemented loyalty programs that increased repeat business by 15% and improved client retention rates by 12% within one year.
- Collaborated cross-functionally with sales, service, and marketing teams to optimize the customer journey and reduce escalations by 25%.
- Analyzed customer feedback and trends, leading to a 10% increase in Net Promoter Score (NPS).
- Recruited, trained, and mentored new hires to foster a customer-centric culture focused on service excellence.
- Improved online customer engagement and response times by 35% by managing digital touchpoints.
Loan Processor
American Financial Network, Inc.
08.2020 - 11.2022
- Processed mortgage and refinance loans with 98% accuracy and ensured compliance with lending regulations.
- Provided timely client communication to improve borrower satisfaction.
- Coordinated with multiple departments to expedite loan processing and resolve documentation issues.
- Created detailed loan pipeline reports to support management’s data-driven decisions.
Store Manager
Jersey Mike’s Subs
02.2017 - 08.2020
- Directed daily operations, including hiring, training, and scheduling a team of 6+ employees, improving customer service scores by 15%.
- Managed inventory, budgets, and vendor relations to support cost efficiency and compliance.
- Resolved customer complaints to promote brand loyalty and increase repeat business.
- Analyzed sales and customer data to adjust operational strategies, increasing profitability by 10%.
Education
High School Diploma -
Glendora High School
Glendora, CASkills
- Customer Experience Management
- Customer Journey Mapping
- Net Promoter Score (NPS) Improvement
- Conflict Resolution & Escalation Management
- Cross-Functional Collaboration
- Customer relationship management
- Data entry
- CRM software
- Team management
Timeline
Customer Relations Manager
Puente Hills Mazda
11.2022 - 06.2025
Loan Processor
American Financial Network, Inc.
08.2020 - 11.2022
Store Manager
Jersey Mike’s Subs
02.2017 - 08.2020
High School Diploma -
Glendora High School
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