Donna Abeyta
Customer Service Manager
Arcadia,CA
Summary
Results-driven Customer Experience Manager with over 27 years of experience in developing and implementing strategies to enhance customer satisfaction and loyalty. Proven track record of leading cross-functional teams to deliver exceptional customer service. Seeking to leverage skills in customer insights, process improvement, and team leadership to drive positive customer experiences at Nordstrom Inc
Overview
27
27
years of professional experience
Work History
CUSTOMER EXPERIENCE MANAGER
Nordstrom Rack
02.2013 - Current
- Coach exceptional customer service throughout store by conducting regular walk-throughs of operations to maintain $30 million store, ranking #1 in Los Angeles Region
- Created comprehensive onboarding program to expedite new hire integration into company culture and processes.
- Coordinate with store manager to create and maintain schedules in line with budgeted hours using Drive Your Business program.
- Perform monthly updates of all outgoing phone systems and in-store overhead messaging based on various in-store events.
- Troubleshoot any issues with POS systems, printers, payment terminals, Mobile POS, TC52, phones, or PA systems by performing system checks and reboots and escalations as needed.
- Collaborate with core team of managers to ensure efficient and accurate transactions to maintain correct inventory levels.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Supervised up to 30 employees on service experience team.
Women's Manager
Nordstrom Rack
02.2012 - 01.2013
- Managed and motivated employees to be productive and engaged in work on 13 million dollar floor space.
- Maintained professional, organized, and safe environment for employees and patrons.
- Tagged and prepared new merchandise for retail sales.
- Monitored retail analytics and visual merchandising technology and adjusted.
Men's Manager
Nordstrom Rack
01.2012 - 02.2012
- Merchandised daily for $10 million floor space, ranking #2 in Los Angeles region.
- Maintained professional, organized, and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring team members.
Various Commission Sales Positions, Various Department Management Roles
Nordstrom
03.1997 - 01.2012
- Managed teams from 5 to 25 employees in various departments.
- Self-motivated, with strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in team environment.
Education
High School Diploma -
Arroyo High School
El Monte, CA06.1997
Skills
- Cross-Functional Collaboration
- Customer Focused
- Voice of Customer Analysis
- Microsoft Office
- CRM software proficiency
- Training and Onboarding
Accomplishments
- 2015: Received the prestigious President's Cup Award alongside fellow managers for achieving the #1 ranking in our company division. Recognized for facilitating over 5000 customer service credit applications that year.
- 2019: Recognized as Southern California Value Leader in the Los Angeles Region
Timeline
CUSTOMER EXPERIENCE MANAGER
Nordstrom Rack
02.2013 - Current
Women's Manager
Nordstrom Rack
02.2012 - 01.2013
Men's Manager
Nordstrom Rack
01.2012 - 02.2012
Various Commission Sales Positions, Various Department Management Roles
Nordstrom
03.1997 - 01.2012
High School Diploma -
Arroyo High School