Emily Herrera
Thornton ,CO
Summary
Dynamic Customer Experience Lead at Victoria's Secret & PINK, skilled in strategic thinking and data-driven decision making. Enhanced customer satisfaction through effective CRM utilization and cross-functional collaboration. Proven ability to mentor teams and implement service improvements, ensuring exceptional customer service across multiple channels.
Overview
8
8
years of professional experience
Work History
Customer Experience Lead
Victoria's Secret & PINK
Denver, CO
09.2021 - Current
- Assisted in analyzing customer feedback to identify areas for service improvement.
- Supported team in implementing customer experience strategies to enhance satisfaction levels.
- Learned and utilized CRM systems to manage customer interactions effectively.
- Collaborated with cross-functional teams to address customer inquiries and resolve issues promptly.
- Trained and mentored new team members, improving overall team performance and knowledge base.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Lead shipment process and brand guides
Receptionist
Axnanet
Mexico
06.2017 - 09.2020
- Managed front desk operations, ensuring efficient visitor check-in and appointment scheduling.
- Handled multi-line phone systems, directing calls to appropriate departments promptly.
- Coordinated office supplies inventory, maintaining optimal stock levels for daily operations.
- Assisted in preparing meeting rooms, ensuring all necessary equipment and materials were ready.
- Provided exceptional customer service, addressing inquiries and resolving issues effectively.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Organized, maintained and updated information in computer databases.
Skills
- Strategic thinking
- Team management
- Data-driven decision making
- Multichannel integration
- Customer segmentation
- Teamwork and collaboration
- Customer service
- Understanding customer needs
- Shipping and receiving
- Money handling
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Experience Lead
Victoria's Secret & PINK
09.2021 - Current
Receptionist
Axnanet
06.2017 - 09.2020