Amy Gardea
Whittier,CA
Summary
Dedicated customer service professional with strong verbal and written communication skills. Ready to apply analytical and problem-solving skills to help teams resolve customer complaints and foster long-term customer relationships. Confidently adjusts to changing situations and works well under pressure.
Overview
24
24
years of professional experience
Work History
Customer Care Manager
IQair North America
04.2024 - Current
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Manage daily operations of IQAir North America customer experience, ensuring excellent customer service is delivered through all contact center channels
- Define and communicate department and company policies and procedures. Includes writing and/or revising policies and procedures documents, manuals, frequently asked questions (FAQs), etc.
- Responsible for Call Quality and Order Quality Management, including call monitoring, order audits, providing feedback, coaching and training
Guest Experience Lead
Lululemon Athletica
11.2022 - Current
- Led team to exceed sales goals by 5% YOY and conversion rates by 8% YOY in 1 quarter through effective decision making and strategic planning initiatives of sales floor coverage.
- Boosted ACE metrics by 15% in 4 weeks through thorough analysis of business data and making strategic adjustments.
- Improved guest satisfaction by resolving 95% of feedback and addressing 100% of escalated concerns, resulting in increased customer loyalty.
- Guided team members to achieve personal goals and company objectives by addressing performance concerns and promoting ongoing learning and development.
Director of Customer Service
Goldstar Events, Inc.
06.2016 - 08.2022
- Boosted customer satisfaction by 10% in 3 month period through successful implementation of Customer Service specific KPIs and consistent monitoring.
- Streamlined and simplified customer service system in 1 quarter in 2018, maintaining 30 minute median response time and responding to 90% of inquiries in less than 1 hour.
- Achieved 85% 1st contact resolution. Consistently maintained 75% or higher CSAT score.
- Hired, trained, and managed team of 10-25 fully remote CSRs. Coached 3 CSRs to manager positions.
Manager of Customer Service
Goldstar Events, Inc.
06.2010 - 06.2016
- Implemented new customer service initiatives resulting in a 25% increase in efficiency and a 15% improvement in customer retention.
- Created new training program that reduced process lags by 25% and increased employee productivity by 15%.
- Streamlined help desk functionality by providing critical feedback leading to a 30% decrease in average response time in 1 quarter.
Customer Service Representative
Goldstar Events, Inc.
08.2005 - 06.2010
- Implemented personalized customer service approach, resulting in 98% customer satisfaction rate and 15% increase in customer retention.
- Consistently improved customer satisfaction ratings by 15% by quickly answering inquiries, suggesting effective solutions, and resolving issues with positive attitude.
Producer
Overture Services, Inc.
10.2000 - 07.2004
- Developed and coordinated production schedules for design, editing and production for multiple print and online marketing campaigns
- Conducted meetings with staff to discuss production progress and to attain production objectives.
- Maintained project costs through careful budgeting and monitoring of expenditures.
- Collaborated with marketing team (internal partner) to define and propel organization's mission and vision.
- Realigned production schedules to factor in changing conditions such as materials shortages and evolving designs.
Education
Bachelor of Arts - Communications
University of California - San Diego
La Jolla, CA06.1994
Skills
- Customer Service Management, Training and Development, Team-building, Coaching, and Mentoring
- Performance Management
- Continual Innovation and Process Improvement
- Critical thinker, Pro-active Problem Solver
- Excellent Collaboration and Communication Skills, Active Listener
- Proficient in Zendesk, Freshdesk, Zoom, Slack, Google Workspace, Microsoft Office, Stripe, Braintree, Sift
Additional Information
Ability to multi-task and perform under tight deadlines, work independently and remotely • Advanced problem solving skills • Excellent writing, editing, and communication skills • Highly developed attention to detail • Strong organizational and logistical skills • Active Listener • Adaptable
Timeline
Customer Care Manager
IQair North America
04.2024 - Current
Guest Experience Lead
Lululemon Athletica
11.2022 - Current
Director of Customer Service
Goldstar Events, Inc.
06.2016 - 08.2022
Manager of Customer Service
Goldstar Events, Inc.
06.2010 - 06.2016
Customer Service Representative
Goldstar Events, Inc.
08.2005 - 06.2010
Producer
Overture Services, Inc.
10.2000 - 07.2004
Bachelor of Arts - Communications
University of California - San Diego
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