Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Catarina Olivo

Bristol

Summary

Diligent customer focused professional with a solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.


Highly skilled in conflict resolution, communication, and problem-solving. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

9
9
years of professional experience

Work History

Senior Customer Experience Specialist

Bubble Skincare
08.2023 - Current
  • Responds to customer questions, resolves complaints; tracks and analyzes customer feedback to identify gaps; recommends strategies to strengthen customer satisfaction
  • Utilizes platforms like Zendesk, Excel, Gorgias, Slack,Wrike,Notion, Stay AI subscriptions
  • Manage, edit, create and track orders via Shopify
  • Tailor skincare routines to specific needs of the customer
  • Working in a remote capacity and also keeping a team environment
  • Collaborated with cross-functional teams to achieve project goals on time and within budget.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Followed all company policies and procedures to deliver quality work.
  • Championed the adoption of new software tools that streamlined workflows across multiple departments.
  • Analyzed sales data to identify trends and adjust marketing strategies accordingly.
  • Enhanced customer satisfaction with timely and accurate issue resolution.

Beauty Specialist

Sephora FSC
09.2021 - 08.2023
  • Using live chat functions to suggest products to customers
  • Assist customers with skincare, makeup and other needs to drive sales
  • Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
  • Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
  • Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
  • Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
  • Developed strong relationships with clients through regular communication and excellent customer service.
  • Participated in ongoing professional development opportunities to stay current with industry trends and best practices.
  • Enhanced advisor skills and knowledge through continuous professional development program, elevating service quality.
  • Strengthened client relationships through regular, insightful communication regarding market trends and portfolio adjustments.
  • Exceeding CSAT and other KPI goals

Prestige Beauty Advisor

Ulta Beauty Inc.
08.2019 - 08.2021
  • Exceeding sales goals/metrics
  • Using POS, BOPIS devices
  • Hosting in store brand events
  • Taught customers how to apply makeup and recommended optimal products.
  • Maintained a clean, organized, and visually appealing store environment to promote positive customer experiences.
  • Cross sold complementary products by identifying client needs and recommending appropriate solutions, resulting in increased average transaction values.
  • Conducted makeup application demonstrations to showcase product effectiveness and educate clients on proper techniques.
  • Collaborated with team members to achieve monthly sales targets and consistently exceed performance goals.
  • Stayed current on industry trends, new products, and emerging technologies for continuous professional development.

Service Coordinator

Sephora
04.2016 - 07.2019
  • Manage a team of beauty advisors
  • Perform makeup and skin services
  • Utilize OLR for appointments and scheduling
  • Head product and software launches
  • Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
  • Managed a high volume of client requests, ensuring timely and effective service delivery.
  • Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
  • Resolved customer complaints and issues to drive satisfaction and loyalty.
  • Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
  • Assessed customer needs and developed solutions to meet needs.

Education

High School Diploma -

Mt. Hope High School
Bristol, RI
07-2011

Skills

  • CRM software (Gorgias, Zendesk)
  • Trend monitoring
  • Teamwork and collaboration
  • Customer service
  • Customer retention strategies
  • Complaint resolution
  • Billing adjustments and refunds
  • Order and refund processing
  • Data management
  • Problem resolution

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Achieved a new process by completing a brand new onboarding system with accuracy and efficiency.
  • Identified trends to find solutions to problems before they escalate

Timeline

Senior Customer Experience Specialist

Bubble Skincare
08.2023 - Current

Beauty Specialist

Sephora FSC
09.2021 - 08.2023

Prestige Beauty Advisor

Ulta Beauty Inc.
08.2019 - 08.2021

Service Coordinator

Sephora
04.2016 - 07.2019

High School Diploma -

Mt. Hope High School

Similar Profiles

CREATE PROFILE