Giselle Rodriguez
Hialeah,FL
Summary
Dedicated and innovative Customer Service Manager with a passion for the fashion industry. Proven track record of leading teams to deliver exceptional customer service experiences across multiple channels including social media. Skilled in managing customer inquiries, resolving issues promptly, and leveraging social media platforms to enhance brand engagement and customer satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Perry Ellis International
Doral, FL
06.2022 - Current
- Managed an internal customer service team and supervised a team of 20 agents located in South America.
- Led training initiatives to enhance team performance and ensure consistent delivery of high-quality service standards.
- Established and maintained key performance indicators (KPIs) to monitor team performance and identify areas for improvement.
- Implemented feedback mechanisms to gather insights from customers and leverage insights for process improvements.
- Utilized CRM tools to track customer interactions, analyze trends, and identify opportunities for process improvements.
- Spearheaded initiatives to enhance the online shopping experience, including live chat support.
- Managed social media platforms including Instagram, Facebook, and Twitter, responding to messages and comments in a timely and engaging manner to foster positive brand interactions.
- Handled customer disputes and escalations on e-commerce platforms such as Amazon, PayPal, Klarna, and eBay, ensuring swift resolution and customer satisfaction.
Customer Service Lead
Perry Ellis International
Doral, FL
06.2020 - 08.2022
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
- Resolved escalated issues from team members or customers in an efficient manner.
- Reviewed customer feedbacks to identify areas for improvement in products and services.
- Identified opportunities to increase sales through cross-selling products or services.
- Monitored team performance against set targets and KPIs.
- Generated reports on key metrics such as average response time, first call resolution rate.
- Implemented changes based on feedbacks received from customers.
- Drafted responses for complex queries raised by customers using email or social media platforms.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Executive Assistant to CEO
Perry Ellis International
03.2019 - 04.2020
- Complete a broad variety of administrative tasks for the CEO, including managing an extremely active calendar of appointments, completing expense reports, arranging complex and detailed travel plans, itineraries, agendas and compiling documents for travel-related meetings
- Maintained confidential files and records for the Chairman and CEO.
- Provided administrative support -preparing reports, transcribing notes, filing documents.
- Communicate directly, and on behalf of the CEO with Board members, retail customers, factories, vendors, and others, on matters related to Executives' programmatic initiatives
- Research, prioritizes, and follow up on incoming issues and concerns addressed to the Executives, including those of a sensitive or confidential nature
Administrative Assistant to Vice President
Perry Ellis International
08.2017 - 03.2019
- Provide executive support to the Vice President
- Plan and coordinate all details for corporate events such as: national sales meetings, tradeshows, Board of Directors meetings, holiday parties and company picnics
- Maintain Vice President's calendar -- plan and schedule meetings, teleconferences and travel arrangements
- Monitor all incoming and outgoing charges with vendors and accounting department for invoice verification and auditing compliance
- Track, organize, and assign employee seating arrangements for over 600 corporate employees
- Coordinate departmental transfers and cubicle reassignments within IT department, outside facilities, and human resources department
- Execute, review, and organize up to 50 customer agreements per month, ensuring terms of engagement are approved by legal department, finance department, and other business leaders.
Front Desk/ Office Services
Perry Ellis International
07.2016 - 08.2017
- Route all incoming and outgoing calls accordingly
- Inspect conference rooms and showrooms daily
- Assist security team in monitoring the parking lot with surveillance cameras
- Responsible for auditing visitors log and badges
- Maintain inventory of all office supplies.
Assistant Manager
Pritchard Sports & Entertainment - Miami Marlins
05.2015 - 07.2016
- Supervise 30+ employees and enforce an exceptional work atmosphere
- Prepare schedules to handle all emergency situations
- Monitor employee's timecards
- Verify and submit payroll in a timely manner.
- Perform daily inspections on all floor of the stadium
- Maintained accurate records of supplies and equipment inventory.
Education
Business Administration
Miami-Dade College
Skills
- Team Leadership
- Detail oriented
- Complaint resolution
- Staff Training
- Customer Relationship Management (CRM)
- E-commerce Platform Management
- Communication Skills
- Multichannel Support (Online, Phone, Social Media)
Certification
- Quality Service Certificate - Disney Institute
Timeline
Customer Service Manager
Perry Ellis International
06.2022 - Current
Customer Service Lead
Perry Ellis International
06.2020 - 08.2022
Executive Assistant to CEO
Perry Ellis International
03.2019 - 04.2020
Administrative Assistant to Vice President
Perry Ellis International
08.2017 - 03.2019
Front Desk/ Office Services
Perry Ellis International
07.2016 - 08.2017
Assistant Manager
Pritchard Sports & Entertainment - Miami Marlins
05.2015 - 07.2016
Business Administration
Miami-Dade College
- Quality Service Certificate - Disney Institute
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