Beatriz Felix
Anaheim,CA
Summary
Results-oriented Senior Customer Service CX Analyst with a track record of improving workflow and customer satisfaction
through strategic cross-functional collaboration. Proactively managed order exceptions, reducing processing errors by 15% and
improving customer retention. Skilled in troubleshooting complex product edits and implementing process improvements.
Proficient in data-driven decision-making and advanced troubleshooting.
Overview
2
2
years of professional experience
Work History
EVS HOUSEKEEPER — Hoag Hospital
Irvine, CA
12.2020 - 05.2021
MACHINE OPERATOR
Kavo Kerr
Orange, California
08.2019 - 03.2020
Education
COMPLETED -
ACCESS
03.2010
MEDICAL BILLING -
American Career College
HR Assistant HR -
Alma Apari — Pair Eyewear Inc
Accomplishments
- Microsoft Office Suite
- Google G-Suite
- Customer Service
- Effective Communication
- Problem-Solving
- Team Collaboration
- Time Management
- Attention to Detail
- Inventory Management
- Multi-tasking
- Strategically linked cross-functional teams, including Production, Customer Experience, and Operations, to improve workflow and customer satisfaction through continuous process improvements
- Proactively managed order exceptions, ensuring timely replacements, custom measurements, and quality control of high-priority items, which improved customer retention and reduced processing errors by 15%
- Monitored the Rx Work in Progress logs to maintain sub-5-day processing times, reducing delays and increasing customer satisfaction by keeping communication transparent
- Led efforts in reducing product waste by implementing a streamlined WIP cancellation process, saving the company in material costs over six months
- Developed and maintained standard operating procedures for work management and tracking, enhanced training programs, and created consistent processes across the team
- Applied advanced troubleshooting skills to resolve complex product edits, ensuring accuracy in customer prescriptions and order adjustments, leading to a 10% reduction in error rates
- Identified opportunities for continuous improvement in operations, including optimizing Rx values to reduce production costs by 40%, contributing to significant budget savings
- Collaborated with teams to fulfill high-value VIP and custom orders, ensuring top-tier quality and coordination across multiple departments
- Used data-driven decision-making to balance multiple insights, leading to the successful development of strategic roadmaps that unlocked additional value for both customers and internal teams
Interests
SENIOR CUSTOMER SERVICE CX ANALYST — PAIR EYEWEAR
, Irvine, June 2021 - Present
Timeline
EVS HOUSEKEEPER — Hoag Hospital
12.2020 - 05.2021
MACHINE OPERATOR
Kavo Kerr
08.2019 - 03.2020
COMPLETED -
ACCESS
MEDICAL BILLING -
American Career College
HR Assistant HR -
Alma Apari — Pair Eyewear Inc
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