EVANGELA MASON
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Custom Ink
01.2023 - 10.2023
- Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume by 45%
- Grew existing customer accounts by 28% through exceptional customer service and effective sales techniques
- Used Salesforce daily to ensure customer account accuracy and updates
- Triaged incoming calls and escalated calls skillfully, reducing the average time to resolution by 18%
- Worked to display a courteous and emphatic attitude to customer resulting in a net promoter score over 90 NPS, customer retention
- Grew existing customer accounts by 29% through exceptional customer service and effective sales techniques.
General Manager
Footlocker
03.2010 - 04.2021
- Handled an average of 80 customer inquiries and complaints per day with a 96% customer satisfaction rate
- Scheduled, trained, and mentored 19 employees, using feedback to improve on-boarding effectiveness by 17%
- Resolved customer complaints with an overall 88% success rate
- Recognized and rewarded exceptional employees, improving employee retention by 22%
- Devised solutions to customer service complaints and product issues, improving customer satisfaction by 27%
- Managed storefront-related services, including repairs and enhancements, to improve the overall customer experience.
Education
High School Diploma - Fashion Design/Garment Construction
H.S Fashion Industries & Technology
New York, NY06.2007
Skills
- CRM (Salesforce)
- NPS
- Customer retention
- Customer satisfaction
- Leadership
- Communication
- Planning / Organization
- Employee training
- Budgeting
- Administration
- Sales experience
- Post-Sales Support
- Appointment Booking
- Detail oriented
- Problem solving
- Microsoft Excel
Websites
Timeline
Customer Service Representative
Custom Ink
01.2023 - 10.2023
General Manager
Footlocker
03.2010 - 04.2021
High School Diploma - Fashion Design/Garment Construction
H.S Fashion Industries & Technology
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