E'sa Grace
Summary
Dynamic leader with proven expertise in customer relationship management and multitasking, honed at Coach and other notable companies. Excelled in enhancing customer satisfaction and streamlining operations, achieving significant improvements in customer care. Skilled in CRM software and fostering team collaboration, consistently prioritized excellence and efficiency in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Customer Care Team Lead
Coach
12.2023 - Current
- Aligned grooming services with brand promise for quality and customer care.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Logged call information and solutions provided into internal database.
- Navigated multiple computer systems and applications to find information.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel regarding company operations, policies and services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Packer
Amazon
11.2022 - 11.2023
- Maintained neat and organized work area to safeguard items and comply with cleanliness standards.
- Collaborated with team members to achieve daily goals and meet company objectives.
- Inspected items to identify discrepancies and damages and reported to supervisor.
- Proved successful working within tight deadlines and a fast-paced environment.
- Loaded items onto conveyor belts and pallets.
- Sealed containers and packages with glue, tape or other materials.
- Assembled boxes, cartons and containers to package items.
- Secured items for storage or shipment.
- Monitored packaging machinery to make needed adjustments.
Housekeeper
Cypress Village
09.2022 - 10.2023
- Disposed of trash and recyclables each day to avoid waste buildup.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Ran special errands, including retrieving dry cleaning and making requested purchases.
- Eliminated germs and minimized infection risk with expert bathroom and kitchen cleanings.
Shift Leader
Once Upon a Child
06.2020 - 09.2022
- Enforced company policies and regulations with employees.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Completed cash and credit card transactions accurately using POS software.
- Gathered, organized and input information into digital database.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained database systems to track and analyze operational data.
Food and Beverage Manager
Wawa
02.2018 - 10.2020
- Enacted progressive disciplinary measures for staff, managed work zones, and oversaw opening and closing duties.
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
- Oversaw food preparation and monitored safety protocols.
Education
Associate of Arts - Medical Billing And Coding
Ultimate Medical Academy
Clearwater, FL08-2023
High School Diploma -
Ridgeview High School
Orange Park, FL06-2019
Skills
- CRM software
- Customer service
- Document processing
- Data processing
- Microsoft Word
- Multitasking and organization
- Shipping coordination
- Call center experience
- Customer relationship management
Languages
Spanish
Limited Working
Timeline
Customer Care Team Lead
Coach
12.2023 - Current
Packer
Amazon
11.2022 - 11.2023
Housekeeper
Cypress Village
09.2022 - 10.2023
Shift Leader
Once Upon a Child
06.2020 - 09.2022
Food and Beverage Manager
Wawa
02.2018 - 10.2020
Associate of Arts - Medical Billing And Coding
Ultimate Medical Academy
High School Diploma -
Ridgeview High School
Similar Profiles
Michelle YunMichelle Yun
Aggie Swim Club at CoachAggie Swim Club at Coach
Shione WakabayashiShione Wakabayashi
Seasonal Sales Associate at COACHSeasonal Sales Associate at COACH
Marissa GonzalezMarissa Gonzalez
Cashier at CoachCashier at Coach