CRISTINA AYALA
Austin,TX
Summary
Accomplished client account manager with 15+ years of experience effectively developing customized solutions to meet wide-ranging customer and employer needs. Extensive experience leading customer onboarding, adoption, sales, retention, and service delivery to create feelings of trust and safety for clients and engender sustained loyalty in clients. Strong interpersonal, collaborative, and communication skills. Self-starter seeking customer success role with a mission-driven organization. Detail-oriented Court Clerk with experience providing dedicated clerical assistance. Offering strong skills in case file management, scheduling and assistance with courtroom proceedings. Organized to handle a high-intensity workload.
Overview
18
18
years of professional experience
Work History
Permit Specialist Senior
City of Austin
08.2023 - Current
- Analyzing permit requests for resident safety and location history
- Reporting trends and possible fraud issues
- Assuring trade contractor licensure and current insurance guidelines are being met
- Improving processes and strategies to meet the evolving needs of the City of Austin development.
Marketplace Analyst
Outdoorsy
02.2020 - 03.2023
- Assured quality of fellow team members' work by reviewing before presentation to clients
- Initiated reporting system and process
- Performed market research to identify target clients, market conditions, customer behavior, industry trends, and competition
- Completed market planning by collecting and analyzing data and developing new business strategies
- Created process that addressed lack of service for abandoned listings and inactive owners, including implementing email and phone campaigns that diminished churn, removed 1,000+ outdated listings, increased owner response time, and saved time on calls for agents
- Implemented process to address owner terms and conditions defiance directly, which immediately decreased number of violations.
Customer Success Agent
Outdoorsy
10.2020 - 07.2021
- Served as most requested and highest reviewed Coach responsible for onboarding and developing strategic plans for customers tailored to their wants and needs
- Established new coach team that trained agents to provide owners with expectations and guidance on dealing with renters
- Created calibration meetings to assure Coach quality, ultimately decreasing owners' requests for follow-up sessions and increasing use of self-servicing methods
- Implemented feedback survey requirement.
Customer Service Representative
Outdoorsy
02.2020 - 10.2020
- Managed in-person and telephone complaints and requests for 100+ customers daily
- Exceeded customer satisfaction goals monthly by performing regular customer complaint assessments and providing relevant suggestions.
Direct Sales Leader
Round Rock Honey
01.2012 - 06.2020
- Exceeded sales goals
- Established and maintained business records
- Built B2B presence by cultivating strong relationships with potential and existing customers
- Analyzed costs, competition, and trends
- Assisted with outreach and community events that developed thriving group of supporters.
Assistant Team Lead - PS/CS
Netspend
01.2015 - 01.2018
- Managed several strategic and delicate projects, including FTC, client database cleanup, and client product transition
- Developed and trained team on standard operating processes
- Assisted with ticketing system implementation
- Supported decision-making for scholarship foundation since its inception in 2016
- Delivered quality assurance, assessment results, performance reviews, and coaching as needed
- Led weekly customer success meetings, which resulted in strategies that retained clients
- Retaining unsatisfied clients by providing tailored marketing plans, discounts, and additional services as primary point of contact.
VIP Sales Coordinator
Round Rock Toyota
12.2013 - 01.2016
- Exceeded car sales and new customer acquisition metrics by engaging internet leads, creating compelling marketing campaigns, and evaluating service benefits for each customer
- Improved customer retention and satisfaction ratings by offering valuable insights and addressing customer needs and issues
- Supported delivery process
- Trained new hires and provided translation for Spanish-speaking candidates during interviews
- Maintained calm and friendly demeanor with upset customers to de-escalate stressful situations
- Processed customer account forms and database changes
- Generated daily reports recommending corrective actions and improvement opportunities to aid senior leadership in decision-making.
Process Specialist
Apple
09.2005 - 07.2012
- Built team of 20 agents that specialized in adaptability and process improvement by conducting training of new employees and providing ongoing development, utilizing created process manuals, and regularly delivering feedback on customer support effectiveness
- Served as Executive Relations Team Lead overseeing outbound calls to customers with negative online store experiences, ultimately increasing customer retention.
Education
Bachelor of Arts - Botany
University of Wisconsin - Madison
Madison, WISkills
- Microsoft Office
- Windows
- MacOS
- HTML5
- SQL
- Moxie
- Zendesk
- Tip Network
- Sonar
- PeopleSoft
- SAP
- Salesforce
- Client Onboarding
- Loyalty Building
- Customer Adoption
- Customer Retention
- Process Creation
- Trust & Safety
- Customer Success
- Needs Assessment
- Team Management
- Effective Communication
- Customized Solutions
- Software Proficiency
- Technical Expertise
- Multitasking
- Permit Knowledge
- Interpersonal Skills
- Attention to Detail
- Research Abilities
- Public Relations
- Code Interpretation
- Conflict Resolution
- Decision Making
- Regulatory Compliance
- Problem Solving
- Permit Processing
- Organizational Skills
- Adaptability
- Time Management
- Project Management
- Customer Service
- Data Analysis
- Team Collaboration
- Policy Analysis
- Public Policy
- Document Review
- City Code Knowledge
- Researching Skills
- Data Entry
- Document Verification
- Contract Administration
- Public Service
- Dispute Resolution
- Records Maintenance
- Application Review
Personal Information
Title: Client Account Manager
Languages
Spanish
Professional Working
Timeline
Permit Specialist Senior
City of Austin
08.2023 - Current
Customer Success Agent
Outdoorsy
10.2020 - 07.2021
Marketplace Analyst
Outdoorsy
02.2020 - 03.2023
Customer Service Representative
Outdoorsy
02.2020 - 10.2020
Assistant Team Lead - PS/CS
Netspend
01.2015 - 01.2018
VIP Sales Coordinator
Round Rock Toyota
12.2013 - 01.2016
Direct Sales Leader
Round Rock Honey
01.2012 - 06.2020
Process Specialist
Apple
09.2005 - 07.2012
Bachelor of Arts - Botany
University of Wisconsin - Madison
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