Jessica Vargas-Luciano
Rockledge,USA
Summary
Operations/ Office/ Marketing/ Customer & Sales Support Manager with over 28 years' experience and extensive background in business & personnel management. Proven ability to work closely and effectively with staff as a team. Highly motivated and focused on meeting and exceeding set goals. Strong leadership and supervisory skills utilized by using a hands-on managerial approach. Exceptional communication and organizational skills. Detail oriented. Bilingual.
Overview
33
33
years of professional experience
Work History
Richard's Paint Manufacturing
***Customer & Sales Support Manager
Rockledge, Fl
01.2021 - Current
- Manage a team of assigned Customer Support representatives and ensure they comply with company guidelines related to quality service.
- Monitor and review calls and any other correspondence between representatives and customers.
- Prepare reports summarizing performance and maintain reports for Sales department including but not limited to monthly, mid monthly, quarterly, and annual sales reports and provide daily and weekly updates as requested.
- Identify opportunities to update and improve Customer Support procedures.
- Work in cooperation with and act as a liaison between the Sales and Customer Support dept; Shipping, Credit and Marketing Department.
- Assist as necessary in all areas within the office when short staffed. Develop and implement training and quality assurance programs for new hires and experienced employees.
- Maintain all Customer Dealer quote files as needed and requested by upper management.
- Coordinate, manage and assist with all store/sales trade shows, golf outings, yearly sales meetings, and events for the company. Will act as Project Manager to research venues; coordinate with marketing to produce signage to ensure deadlines are met for shipment to the venue; schedule and organize activities such as meetings, travel, conferences both locally and remote.
- Manage, plan, and coordinate all aspects of yearly Dealer appreciation dinner for company. Responsible for a budget of up to 50k for the event to make the dinner a full experience for our customers.
***
Executive Administrative Assistant to Sales/Market
Rockledge, Fl
01.2015 - 01.2021
- Point of contact between the executives and internal/external clients.
- Managed the tasks of receiving calls, taking messages and routing correspondence for all departments.
- Handled requests and queries appropriately.
- Maintained diary, arranged meetings and appointments, and provided reminders.
- Managed all Marketing collateral material libraries and inventory.
- Made all hotel and travel arrangements for all departments.
***
Customer Service Lead
Rockledge, Fl
01.2012 - 01.2015
- Trained new customer service team members.
- Monitored average call length and overall team volume.
- Listened to individual calls to ensure quality.
- Created reports for Customer Service management.
- Resolved all escalated customer issues.
- Suggested new procedures to improve processes.
- Motivated team to achieve goals.
***
Customer Service Representative
Rockledge, Fl
01.2010 - 01.2012
- Interacted with customers and addressed concerns.
- Took orders by phone, fax, and email.
- Answered any question regarding processing, shipping, or tracking information.
- Provided customers with copies of orders, invoices and prepared export documentation.
Space Coast Credit Union
***Operations Manager and BSA Security Officer
Melbourne, Fl
01.2006 - 01.2009
- Managed SCCU's Operations functions including fraud, forgeries, legal documents, account maintenance, mail deposits, payroll and payment processing, reception functions of Baytree Headquarters, incoming and outgoing mail processing, and all document vault functions.
- Hire, train and supervise a team of 14 full-time employees.
- Ensured that all company policies and procedures are followed.
- Successfully passed 2 NCUA Federal examinations and 2 Internal audits.
- Prepared annual budget projections for the Department and operated within guidelines and SCCU financial objectives.
***
Processing Team Lead
Melbourne, Fl
01.2005 - 01.2006
- Managed a team of 14 loan processors. Supervised and motivated team.
- Monitored call queues.
- Handled member situations. Worked on research and audit work.
- Coordinated all training and file retention.
Marshalls
Assistant Store Manager (Operations/Human Resource
Melbourne, Fl
01.1998 - 01.2002
- Managed daily activities of store, cash office and front customer service.
- Developed creative plans to increase store sales.
- Hired, trained, supervised & motivated a team of 35 + full & part time employees.
- Ensured company policies and procedures were executed and maintained.
- Expanded coordinators supervisor program to facilitate employee engagement and potential advancement within the organization.
- Trained management staff in all operational areas to multi-task and promote cross coverage.
- Successfully achieved highest scores in district covering numerous operational audits/shrink audits and in other areas.
***
Management District Trainer
Melbourne, Fl
01.1998 - 01.2002
- Successfully executed management/computer training for all 12 stores in the district.
- Coordinated and developed training manuals highlighting necessary tools for each area manager/ coordinator.
- Monitored management progress by implementing an open communication follow-up process.
***
Merchandise Coordinator/Supervisor/Keycarrier
Melbourne, Fl
01.1995 - 01.1998
- Executed merchandising policies and maintained standards.
- Provided management with periodic work plans and progress updates.
- Coordinated and executed promotional activities.
- Fulfilled responsibilities of Assistant Manager.
***
Customer Services Coordinator/Supervisor
Melbourne, Fl
01.1992 - 01.1993
- Prioritized and delegated assignments to working staff.
- Assured that front line activities were well efficient and well managed.
- Coached and trained all associates to ensure coverage, compliance, and excellent customer service skills.
Education
Art Education -
Pontifical University of PR
Ponce, PR01.1995
Liberal Arts -
Brevard Community College
Melbourne, Fl01.1993
High School -
Melbourne Central Catholic
Melbourne, Fl01.1991
Skills
- Customer service
- Sales reporting
- Project management
- Quality assurance
- Employee training
- Process improvement
- Team leadership
- Data confidentiality
- Business networking
Technical Skills
Microsoft Office, Word, Excel, Power Point, Salesforce, Batchmaster, Skype, Slack, Trello.
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Richard's Paint Manufacturing
***Customer & Sales Support Manager
01.2021 - Current
***
Executive Administrative Assistant to Sales/Market
01.2015 - 01.2021
***
Customer Service Lead
01.2012 - 01.2015
***
Customer Service Representative
01.2010 - 01.2012
Space Coast Credit Union
***Operations Manager and BSA Security Officer
01.2006 - 01.2009
***
Processing Team Lead
01.2005 - 01.2006
Marshalls
Assistant Store Manager (Operations/Human Resource
01.1998 - 01.2002
***
Management District Trainer
01.1998 - 01.2002
***
Merchandise Coordinator/Supervisor/Keycarrier
01.1995 - 01.1998
***
Customer Services Coordinator/Supervisor
01.1992 - 01.1993
Art Education -
Pontifical University of PR
Liberal Arts -
Brevard Community College
High School -
Melbourne Central Catholic