Daphne Texeira

• Serve as the primary point of contact for internal and external communications

• Set appointments via phone, text, and email

• Address inquiries, concerns, and complaints from customers via various channels such as phone, email, & chat

• Identify issues and finding effective solutions to ensure customer satisfaction and retention

• Demonstrate excellent verbal and written communication skills to interact professionally with customers and colleagues

• Resolve customer issues with empathy and concern

• Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions, in ServiceTitan CRM system

• Draft, format, and proofread documents, reports, and presentations

• Collaborate with Sales, Marketing, and Operations to address customer needs and improve overall customer experience

• Soliciting feedback from customers to identify areas for improvement

• Complete invoicing tasks using QuickBooks

• Coordinate with third-party companies to pull permits

• Manage a high volume of calls, in-bounding and out-bounding over 100 calls per day

• Respond and relay emails and texts via Outlook, Google Mail, and ServiceTitan, managing over 100 emails per day

• Planned efficient weekly route of ~300 accounts to maximize effectiveness and meet client demands
• Retained excellent client satisfaction ratings through outstanding service delivery, building strong client relationships, and resolving issues promptly
• Demonstrated ability to handle high volume of client calls, averaging ~70 calls per day
• Managed and maintain an organized Outlook inbox, handling ~100 emails per day
• Promptly responded to any and all texts within appropriate timeframe, replying to ~30-50 texts per day
• Utilized video calls with clients using FaceTime, Zoom, MS Teams, and Skype
• Collaborated with cross-functional teams via phone and email, to identify and address customer needs, fostering effective communication and problem-solving
• Possessed in-depth knowledge of Alcohol Beverage laws and company policies, ensuring compliance and assisting clients in navigating legal requirements
• Successfully expanded territory year-over-year by opening new accounts and increasing product Points of Distribution
• Adjusted effectively and efficiently to Work-From-Home conditions during quarantine, maintaining productivity and client support
• Demonstrated reliability and over-achievement during Covid-19 lockdown, resulting in record-setting sales.

• Maintained clean and functional business environment to create a welcoming atmosphere for clients
• Proactively resolved customer complaints and issues by offering thoughtful solutions, ensuring high levels of customer satisfaction
• Conducted weekly inventories of materials to identify and resolve discrepancies, maintaining highly accurate and current records, which enhanced operational efficiency
• Prepared shift summary reports for supervisors and communicated regularly on goals and progress
• Conducted pre-hiring interviews to build a skilled and efficient team
• Developed and implemented new processes and procedures to streamline operations, and enhance efficiency
• Managed inventory and ordering across three departments, ensuring adequate stock levels and timely restocking.