Carolina Live
South Gate,CA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
18
18
years of professional experience
Work History
Customer Resolution Specialist
Chefman
Los Angeles, CA
08.2025 - Current
- Provide customer support via phone, email, and chat, resolving issues related to warranty claims, product troubleshooting, and order updates
- Handle escalated cases from front-end support teams, resolving complex customer issues and ensuring timely resolution
- Handle end-to-end warranty claims, guiding customers from initial request through resolution and replacement
- Troubleshoot kitchen appliances and educate customers on product use and maintenance
- Coordinate warranty part replacements end-to-end, ensuring accurate processing, timely delivery, and positive customer experience
- Assist customers with purchasing replacement parts and product-related inquiries
- Manage high-volume customer interactions while maintaining strong customer satisfaction
- Use Salesforce to track cases, respond to inquiries, and document customer interactions
- Handle inbound and outbound calls using Talkdesk
- Monitor inventory and product availability using Oodle (inventory management system)
- Collaborate with internal teams to resolve safety cases and escalate complex issues when needed
Account Manager
Clorder
Culver City, CA
05.2019 - 05.2025
- Answering Incoming Client calls over the phone and/ or via email / chat regarding billing issues, platform problems, service questions, Ownership changes and general client concerns.
- Own the restaurant's sign-up process/Onboarding. Strengthen relationships with restaurant partners and monitor their business and online performance
- Managed a high volume of inbound Customer calls and responding promptly to customer inquiries ( Refunds, Cancellations, adjustments, Confirming orders, Communication with Doordash)
- Research credit card disputes and build dispute cases to recover funds for merchants using proprietary software.
- Served as the primary Point of Contact for all client inquiries, effectively managing communication and ensuring prompt resolution of issues, leading to a 20% increase in client satisfaction.
- Enhanced customer engagement with thoughtfully designed email marketing campaigns via mail chimp to boost online sales by creating Promotions for restaurant partners.
- Creating and updating the online footprint for Virtual Restaurants – branding, listing, social, info, etc.
- Optimized local search presence by claiming relevant business listings on platforms such as Google My Business, Yelp.
- Assist with creating & updating menus on Doordash, UberEats, Grubhub, Clover, and Menupop.
- Create Checks on Quickbooks Software for Client payments ( Weekly, Bi- Weekly, monthly )
- Prepared and filed 1099 tax documents for clients.
- Integrated clients to Point of sale (POS) systems such as (Ordermark, Otter,chowly ) through internal communication.
- Overseeing customer account management, including negotiating contracts and agreements to maximize profit.
Senior Lead Swim Instructor
Deep Blue Scuba & Swim Center
Long Beach, CA
01.2016 - 09.2019
- Teach and lead specific skills and activities in the water
- instructs and evaluates students participating in swim lessons
- Educate participants on proper technique and promote swimmer safety
- Train future swim instructors
Social Media Marketing Intern
SUCCARRA Media Group
Los Angeles, CA
05.2018 - 03.2019
- Creating content calendars for clients, Community engagement on social media Influencer Outreach, Competitive Research, Photo Editing, Occasional PR assistance, Help the digital team develop social strategies or campaigns for clients
Email Marketing Intern
Benchmark Email
Los Alamitos, CA
06.2018 - 07.2018
- Assisted in the design process for promotional materials which contributed to raising brand awareness among target audiences.
Swim Instructor
Deep Blue Scuba & Swim Center
Long Beach, CA
06.2015 - 01.2016
- Teach individual private swim lessons to children of all ages.
- Lead/Teach parent & me classes
- Instruct all four swimming strokes (Freestyle, Backstroke, Breastroke, Butterfly )
Lifeguard/ Swim Instructor
Los Angeles County
Los Angeles, CA
06.2008 - 06.2015
- Maintain continuous surveillance of people in swimming pools
- Perform rescues in the event of drowning or swimming accidents
- Perform pool chemical checks to ensure safety and hygiene
- Teach swimming techniques and safety education to new swimmers
- Act immediately and appropriately to secure safety of patrons in the event of emergency
Lifeguard for Drowning Investigation
Robson Forensic, Inc.
Long Beach
09.2014 - 09.2014
- Assist aquatics expert with drowning investigation
Pool Lifeguard/ Swim Instructor
California Aquatic Therapy And Wellness Center
Long Beach, CA
06.2011 - 05.2014
- Swim instructor to children with disabilities
- Educate children on water safety
- Aqua aerobics instructor
Medical Business Consultant
Medical Supply Depot
Bell Gardens, CA
02.2009 - 02.2010
- Advertising in medical supplies
- Sales
Education
Bachelor of Science - Business Administration - Marketing
California State University - Long Beach
Long Beach, CA12.2018
Associate of Arts - Business Administration
Rio Hondo College
Whittier, CA05.2015
Skills
- Customer Support (Phone, Email, Chat)
- Escalation Management
- Warranty Claims & Case Management
- Product Troubleshooting / Technical Support
- Salesforce (CRM), Talkdesk
- POS Integration Support & Client Communication
- Account Management & Client Onboarding
- Email Marketing Campaigns
- Online Ordering Platform Launch & Support
- Inventory Management (Oodle)
- Customer Satisfaction & Retention
- Problem Solving & Multitasking
Languages
Spanish
Professional Working
Timeline
Customer Resolution Specialist
Chefman
08.2025 - Current
Account Manager
Clorder
05.2019 - 05.2025
Email Marketing Intern
Benchmark Email
06.2018 - 07.2018
Social Media Marketing Intern
SUCCARRA Media Group
05.2018 - 03.2019
Senior Lead Swim Instructor
Deep Blue Scuba & Swim Center
01.2016 - 09.2019
Swim Instructor
Deep Blue Scuba & Swim Center
06.2015 - 01.2016
Lifeguard for Drowning Investigation
Robson Forensic, Inc.
09.2014 - 09.2014
Pool Lifeguard/ Swim Instructor
California Aquatic Therapy And Wellness Center
06.2011 - 05.2014
Medical Business Consultant
Medical Supply Depot
02.2009 - 02.2010
Lifeguard/ Swim Instructor
Los Angeles County
06.2008 - 06.2015
Bachelor of Science - Business Administration - Marketing
California State University - Long Beach
Associate of Arts - Business Administration
Rio Hondo College