Diamond Walton
Dallas,TX
Summary
Exceptional Customer Advocate with 9+ years of experience in complaint resolutions, training and development, compliance, and customer experience enhancement. I have led a diverse team providing coaching and feedback to improve performance, while serving as an escalation point for complex customer concerns, ensuring swift resolutions and customer ratification.
Overview
9
9
years of professional experience
Work History
Administrative and Operations Manager
ILuxe
09.2020 - Current
- Developed and implemented customer service strategies to enhance retention and satisfaction
- Handled escalated customer issues, ensuring fair outcomes and fostering positive client relationships
- Designed and optimized training programs for employees to improve service
- Oversee financial reporting, budgeting and compliance for business operations
- Proficient in planning and executing social media campaigns across various platforms, driving engagement, and brand awareness
Manager
Pappas Restaurants
08.2016 - 03.2025
- Conducted team meetings, driving alignment on key performance metrics and business objectives
- Managed promotional events and special projects, ensuring adherence to allocated budgets, and successful execution to enhance lead generation and customer engagement
- Supervised and trained staff in customer service and safety protocols
- Established policies for cash handling procedures to maximize security measures
- Conducted interviews, orientation and completeled onboarding for employees
Education
Bachelor of Arts - Marketing
Texas Southern University
Houston, TXSkills
- Retention
- Interpersonal Skills
- Schedule Coordination
- Performance Metrics
- Data Driven
- Workflow Management
- Training and Development
- Customer Experience Enhancement
- Quality Assurance
- Strategic Planning
- Conflict Resolution
- Leadership
- Verbal Communication
- Onboarding
- Microsoft Office
Timeline
Administrative and Operations Manager
ILuxe
09.2020 - Current
Manager
Pappas Restaurants
08.2016 - 03.2025
Bachelor of Arts - Marketing
Texas Southern University
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