Anahi Estrada
Glendale,AZ
Summary
Dynamic Customer Experience Manager with a proven track record at Victoria’s Secret, enhancing customer satisfaction through strategic feedback systems and effective CRM utilization. Skilled in cross-functional collaboration and retention management, I successfully initiated a loyalty program that boosted repeat business, while training staff to deliver exceptional service and drive revenue growth.
Overview
14
14
years of professional experience
Work History
Customer Experience Manager
Victoria’s Secret
Phoenix, AZ
02.2021 - 05.2026
- Developed and implemented customer feedback systems to enhance service quality.
- Collaborated with cross-functional teams to streamline processes and enhance customer engagement.
- Trained staff on best practices for delivering exceptional customer experiences.
- Utilized CRM software to track and manage customer inquiries effectively.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Initiated loyalty program that increased repeat business by rewarding frequent customers.
Temporary Store Manager
Victoria’s Secret
Phoenix, AZ
12.2020 - 02.2021
- Analyzed customer interactions to identify trends and improve satisfaction scores.
- Led initiatives to resolve customer issues, increasing retention rates significantly.
- Designed training programs focused on building product knowledge among team members.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Increased employee retention through effective training and mentorship programs.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
Assistant Store Manager
Victoria’s Secret
Phoenix, AZ
07.2017 - 12.2020
- Conducted regular assessments of service delivery standards to ensure alignment with brand expectations.
- Developed new employees and on-going performance assessment of current employees.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Established performance and service goals and held associates accountable for individual performance.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
Bra Fit Expert
Victoria’s Secret
Phoenix, AZ
02.2012 - 06.2017
- Exceeded sales targets consistently by employing strategic selling techniques and building long-lasting relationships with clients.
Education
High School Diploma -
Raymond S. Kellis
Glendale, AZ05.2010
Skills
- Cross-functional collaboration
- Customer empathy
- CRM software proficiency
- Retention management
- Performance evaluations
- Training and onboarding
- Decision-making
- Staff management
- Relationship building
- Strategic planning
- Root-cause analysis
- Brand development
- Product lifecycle management
- Teamwork and collaboration
- Problem-solving
Languages
Spanish
Native or Bilingual
Timeline
Customer Experience Manager
Victoria’s Secret
02.2021 - 05.2026
Temporary Store Manager
Victoria’s Secret
12.2020 - 02.2021
Assistant Store Manager
Victoria’s Secret
07.2017 - 12.2020
Bra Fit Expert
Victoria’s Secret
02.2012 - 06.2017
High School Diploma -
Raymond S. Kellis