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 - 06.2015
Cal State Dominguez HillsCarson, CA
Associate of Arts from Liberal Arts And General Studies
08.2015 - 06.2018
Skills
Staff supervision
Employee performance evaluations
Recruiting and interviewing
Business Development
Relationship building and management
Client rapport
Converting leads
Account management
Creative problem solving
CRM
Administrative support
Complaint resolution
Employee training
Workshop coordination
Training material development
Project implementation
Google Workspace
Analytical and Critical Thinking
Teamwork and Collaboration
Dependable and Responsible
G-Suite
Interpersonal Communication
Flexible and Adaptable
Multitasking Abilities
Certification
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 - 06.2018
Valley High School
High School Diploma
08.2011 - 06.2015