Britny Nykol Rudd- Munoz
Hayward,CA
Summary
As a customer service professional, my goal is to provide exceptional customer experiences and build long term relationships with clients. With extensive experience in handling customer inquires, complaints, and feedback, I have developed strong communication, problem solving, and conflict resolution skills. My ability to listen actively and empathize with customers allows me to understand their needs and provide tailored solutions that exceed their expectations. I am also proficient in using various customer service tools, such as CRM software, call center applications and social media platforms, to provide prompt and accurate assistance. As a result, I am confident in my ability to contribute to a team-oriented work environment and deliver exceptional service to clients.
Overview
9
9
years of professional experience
Work History
Service Experience Manager
Nordstrom Rack
San Jose, CA
04.2023 - Current
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Events and Content Manager
Naza Beauty
San Francisco, CA
10.2022 - Current
- Utilized analytics and site metrics to determine areas of improvement.
- Conceptualized, planned and executed original designs for social media
- Used content management system to analyze user engagement and website traffic metrics.
- Maintained content marketing calendar to schedule creation and delivery deadlines.
- Approved, reviewed and edited content flowing to website.
- Trained support staff in site implementation, updating and maintenance procedures.
- Demonstrated leadership skills in managing projects from concept to completion.
Business and Booking Manager
Naza Beauty
San Francisco, CA
12.2019 - 10.2022
- Work closely with CEO/Founder as Salon Manager for $1M VC funded Startup
- Managed salon that had average revenue of $55,000/mo
- Helped built startup from vision, implementation, and opening
- Responsible for all business purchases including office supplies, inventory, and branded merchandise
- Managed team of 25 with day to day operations and scheduling
- Answered and followed up on all client phone calls and emails daily
- Responsible for keeping appointments filled monthly to increase revenue
- Produced and directed photoshoots for all ad campaigns including sourcing models, photographers, clothes, sets, and supplies
- Assisted in marketing and branding for launch
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Trained staff on operating procedures and company services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Tom Ford Business Manager
Nordstrom
Pleasanton, CA
06.2018 - 05.2019
- Responsible for $750,000 in Sales Revenue per year
- Manage team of 2 with day to day operations and scheduling
- Work closely with account manager to Produce marketing emails for social media campaigns.
- Provide clients with exceptional customer service throughout sales cycle.
- Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Coordinated team schedules to keep shifts properly staffed during busy periods.
- Assisted with hiring process and training of new employees.
- Researched industry and marketplace trends to enhance sales techniques and meet customer needs.
- Implemented business strategies, increasing revenue
Customer Experience Specialist
Nordstrom Rack
Dublin, CA
12.2015 - 09.2016
- Supervised existing employees and recruited, interviewed and hired new ones.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Communicated with managers of other departments to maintain transparency.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Helped customers complete purchases, locate items, and join reward programs.
- Processed credit, debit card and cash transactions correctly and provided accurate change to avoid customer confusion or disputes.
- Performed end-of-shift cashout operations according to store policies, maintaining accurate counts and receipt records.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
Assistant Department Manager
Nordstrom
Pleasanton, CA
11.2014 - 12.2015
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Recruited, hired and trained 3 associates to develop into productive team members with excellent product knowledge.
- Maintained company's visual merchandise standards through general housekeeping and planograms.
Education
Bachelor of Arts - Business Management
San Jose City College
San Jose, CASkills
- Content Sourcing
- Viral Marketing
- Social Media Administration
- Digital Content Management
- Staff Training
- Customer Relations
- Good Listening Skills
- Customer Support
- Data Entry
- Invoice Processing
- Maintaining Confidentiality
- Sorting and Labeling
Timeline
Service Experience Manager
Nordstrom Rack
04.2023 - Current
Events and Content Manager
Naza Beauty
10.2022 - Current
Business and Booking Manager
Naza Beauty
12.2019 - 10.2022
Tom Ford Business Manager
Nordstrom
06.2018 - 05.2019
Customer Experience Specialist
Nordstrom Rack
12.2015 - 09.2016
Assistant Department Manager
Nordstrom
11.2014 - 12.2015
Bachelor of Arts - Business Management
San Jose City College
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