Devine Hardy
Emeryville,California
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
CUSTOMER EXPERIENCE GUIDE
Patagonia
01.2023 - 01.2024
- Facilitated cross-departmental collaboration and crafted clear email responses to resolve customer issues, increasing first-call resolution by 20% and achieving a 95% email satisfaction rate.
- Led training sessions and webinars, enhancing product adoption by 18% and maintaining a 95% satisfaction rating among participants.
- Conducted customer feedback surveys and maintained an FAQ database, improving product features by 10% and reducing response times by 25%.
- Acted as a liaison between customers and the product team, influencing major product updates and boosting customer satisfaction and loyalty.
- Streamlined customer inquiries by implementing efficient communication channels and response strategies.
STUDENT TRUSTEE, STUDENT EQUITY PEER COACH, AND DIRECTOR OF PUBLIC RELATIONS
STUDENT SENATE
01.2019 - 01.2023
- Advocated for 11,000 student constituents, promoting diversity, equity, and inclusion
- Mentored 50+ students on social inequality and unconscious bias: Developed a curriculum of 10 modules, increasing student awareness by 40% as shown by pre- and post-assessment surveys
- Enhanced public awareness through media relationships, increasing student engagement by 30%
- Represented the student senate at 15+ conferences, refining public speaking and networking skills while fostering collaboration between student government and administration.
DIRECTOR OF OPERATIONS
OMPOWER CYCLING AND YOGA
01.2011 - 01.2017
- Managed a database of 5000+ contacts, facilitating efficient communication and client relations.
- Attended 10 expos annually, resulting in a 20% increase in client acquisition and a 15% expansion of professional network connections.
- Recruited and onboarded 15+ independently contracted instructors and colleges ensuring service quality and alignment with studio values.
- Negotiated and organized 50+ Independent Contractor Agreements, fostering positive relationships and legal compliance.
- Implemented DEI analytics to increase diversity hires by 10% within one year.
Education
Bachelor of Science in Business - Managment & Administration
SAN FRACISCO STATE UNIVERSITY
05.2024
Associate of Arts - Health Sciences
CABRILLO COLLEGE
Aptos, CA05.2023
Associate of Science - Kinesiology
CABRILLO COLLEGE
Aptos, CA05.2023
Associate of Science - Dance
CABRILLO COLLEGE
Aptos, CA03.2023
Skills
- Performance Tracking
- Exceptional communication
- Training and coaching
- Feedback implementation
Timeline
CUSTOMER EXPERIENCE GUIDE
Patagonia
01.2023 - 01.2024
STUDENT TRUSTEE, STUDENT EQUITY PEER COACH, AND DIRECTOR OF PUBLIC RELATIONS
STUDENT SENATE
01.2019 - 01.2023
DIRECTOR OF OPERATIONS
OMPOWER CYCLING AND YOGA
01.2011 - 01.2017
Bachelor of Science in Business - Managment & Administration
SAN FRACISCO STATE UNIVERSITY
Associate of Arts - Health Sciences
CABRILLO COLLEGE
Associate of Science - Kinesiology
CABRILLO COLLEGE
Associate of Science - Dance
CABRILLO COLLEGE
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