APRIL TRAWEEK
Austin,TX
Summary
Highly creative and compassionate professional recognized for an exceptional work ethic and commitment to excellence in every project. Consistently driven to achieve perfection while delivering innovative solutions and empathetic leadership. Actively engaged in children's educational and extracurricular activities, fostering a balanced life that enhances personal and professional growth. Passionate about exploring new cultures through travel with family, enriching personal experiences and professional perspectives.
Overview
21
21
years of professional experience
Work History
Customer Experience Rep IV- Team Lead
Allergan Aesthetics
03.2024 - Current
- Demonstrate integrity and empathy, leading by example, motivate and guide team toward a shared vision and business goals and objectives, while inspiring and maintaining credibility through honesty ad dependability.
- Provide phone support for our team handling 120-200 calls per day, including placing orders, checking order status, serial/lot number research, product search, pricing and services offered, delivery status.
- Subject Matter Expert: assist team members, sales reps, ad customers with complex questions or circumstances and manage escalations and time sensitive or time consuming research.
- Provide 1:1 coaching and feedback to agents for training, error resolution, and process improvement.
- Manage team corrective actions and coaching.
- Manage performance results for the team. Run and analyze daily, weekly and monthly performance reports including agent stats and order accuracy rate. Prepare QBR reporting and enter in PowerPoint decks for executive review.
- Participate in New Hire Training.
- Project leadership for existing and new processes. Create team communications and work instructions for changes. Taking ownership and driving projects to completion.
- Maintain proprietary corporate information, specifications of products, product information, and customer information.
- Partner with Allergan Sales Representatives and customers to provide exceptional customer experience to complete orders and follow up.
- Provide White Glove customer service to ensure seamless, positive experience no matter the need. Resolve issues and answer questions to highest degree of quality and accuracy.
Customer Experience Rep II
Allergan Aesthetics
01.2023 - 03.2024
- Demonstrated excellent problem solving skills when resolving complex customer issues.
- Provided training and mentoring for new Customer Experience Representatives.
- Processed orders quickly and efficiently while ensuring accuracy in order entry details.
- Coordinated with other departments to ensure customer requests were addressed promptly.
- Maintained up-to-date knowledge of product updates and changes to help customers make informed decisions.
- Resolved customer complaints and issues promptly, ensuring a positive resolution.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Sales/Customer Service Associate
Kirkland's Home Décor
11.2022 - 01.2023
- Provide positive first impression and welcome existing, new, and potential customers
- Increased sales by offering advice on purchases
- Effectively engage with customers building rapport for repeat business
- Solve customer challenges by offering alternative products and services.
Marketing Director/Loan Processor
Hero Mortgage
01.2018 - 04.2021
- Developed marketing campaigns utilizing social media and industry CRM software
- Assisted in loan processing working closely with customers and third-party vendors
- Responsible for planning and executing marketing campaigns and events
- Reviewed loan files for completeness and accuracy for submission
- Prepared loan documents for final underwriting approval and closing
- Answered questions and problem solved any client problems or issues.
In-Home Day Care Provider
Self-Employed
03.2005 - 12.2008
- Provided day care services for small children as young as 3 months to 5 years old.
Licensed Insurance Agent/Customer Service Associate
State Farm Insurance-Ted Heaton Agency
03.2005 - 12.2008
- Leveraged my knowledge of company insurance products and services to assist customers in making appropriate policy decisions.
Education
No Degree - Graphic Design
Lone Star College Systems
Spring, TXHigh School Diploma - undefined
Conroe High School
Conroe, TXSkills
- Listening
- Problem Solving
- Planning
- Organization
- Execution
Timeline
Customer Experience Rep IV- Team Lead
Allergan Aesthetics
03.2024 - Current
Customer Experience Rep II
Allergan Aesthetics
01.2023 - 03.2024
Sales/Customer Service Associate
Kirkland's Home Décor
11.2022 - 01.2023
Marketing Director/Loan Processor
Hero Mortgage
01.2018 - 04.2021
In-Home Day Care Provider
Self-Employed
03.2005 - 12.2008
Licensed Insurance Agent/Customer Service Associate
State Farm Insurance-Ted Heaton Agency
03.2005 - 12.2008
High School Diploma - undefined
Conroe High School
No Degree - Graphic Design
Lone Star College Systems
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