Hi, I’m
Crystal Barcenas
Senior Business Account Manager
Summary
Accomplished Assistant Manager with in-depth experience consistently rising through ranks. Well-versed in sales, personnel management, accounting and support management. Dedicated to complete knowledge of company products and services for optimized customer service.
Overview
6
years of professional experience
3
Certifications
Work History
Denefits LLCIrvine, CA
Assistant Manager
09.2021 - 09.2023
Job overview
- Mentored team members to enhance professional development and accountability in workplace.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Created employee schedules and delegated assignments to ensure daily agenda completion
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented training process to build quality employees
- Leveraged data and analytics to make informed decisions and drive business improvements.
DenefitsIrvine, CA
Account Manager
09.2020 - 09.2021
Job overview
- Managed accounts to retain existing relationships and grow share of business.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Recorded accurate and efficient records in customer database.
Denefits LLCIrvine, CA
Marketing Support Coordinator
09.2019 - 09.2020
Job overview
- Worked with vendors to complete projects according to schedule and specifications.
- Boosted brand awareness with target customer demographics with social, print, and email campaigns.
- Composed daily posts for social media and helped build corporate presence on Twitter, Facebook, and Instagram.
- Tracked and reported on marketing campaign responses.
- Researched, monitored and analyzed market trends, customer insights and competitors to avail of resources and exercise strategic decisions.
- Developed and executed marketing plans for events to increase brand awareness.
- Managed relationships with external vendors and contractors to acquire mutually benefiting contracts and successful project delivery.
- Assisted in creating engaging brochures and flyers to use for promotional materials and distribution.
Denefits LLCIrvine, CA
Product Training Specialist
09.2018 - 09.2019
Job overview
- Wrote contracts for company employees, working towards satisfactory agreement between executives, employees and personal goals.
- Created and oversaw demo training programs for operations.
- Developed presentation plans, instructional materials and written template guides for new business clients and new hire training courses.
- Analyzed and evaluated training effectiveness and program outcomes.
- Designed and delivered web-based, self-directed learning materials.
- Used google suites to design training templates for employees and increase company retention and productivity rates.
- Worked with clients to customize software to accommodate business needs.
- Demonstrated products to customers to illustrate features, advantages and benefits.
- Collaborated with sales staff to identify target customers, promote products and increase sales.
Denefits LLCIrvine, CA
Retention Customer Service Representative
09.2018 - 09.2019
Job overview
- Responded to customer calls and emails to answer questions about products and services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Informed customers about special promotions and provided detailed information for various products.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Solved problems with products and services by providing customers with technical support.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Tracked customer service cases and updated service software with customer information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Denefits LLCIrvine, CA
Sales Representative
09.2017 - 09.2018
Job overview
- Developed and implemented sales strategies to increase profits.
- Built relationships with customers and community to promote long term business growth.
- Developed and maintained positive relationships with key decision-makers and influencers.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Generated new leads through networking and attending industry events.
- Utilized CRM software to manage customer accounts and track performance metrics.
- Negotiated contracts with clients and developed relationships with key personnel.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Developed strong rapport with customers and created positive impression of business.
- Won new business by articulating full value of company's capabilities to prospects.
Education
Valley High SchoolSanta Ana, CA
High School Diploma
08.2011 - 2015.06
Cal State Dominguez HillsCarson, CA
Associate of Arts from Liberal Arts And General Studies
08.2015 - 2018.06
Skills
Staff supervision
undefinedCertification
Customer Support Training
Timeline
HIPPA Awareness For Business Associates
11-2022
Assistant Manager
Denefits LLC
09.2021 - 09.2023
Account Manager
Denefits
09.2020 - 09.2021
HIPPA Awareness For Business Associate
02-2020
Marketing Support Coordinator
Denefits LLC
09.2019 - 09.2020
Customer Support Training
03-2019
Product Training Specialist
Denefits LLC
09.2018 - 09.2019
Retention Customer Service Representative
Denefits LLC
09.2018 - 09.2019
Sales Representative
Denefits LLC
09.2017 - 09.2018
Cal State Dominguez Hills
Associate of Arts from Liberal Arts And General Studies
08.2015 - 2018.06
Valley High School
High School Diploma
08.2011 - 2015.06