Jocelyn Tapia
Phoenix,AZ
Summary
Seasoned Customer Service Manager with deep understanding of customer relations and service operations. Strong problem-solving, leadership, and communication skills honed through management roles in diverse business settings. Proven track record in developing effective strategies that improve customer satisfaction rates and foster loyalty. Succeeded in transforming customer service departments into efficient, success-driven teams contributing to company growth. Customer-focused professional with successful several-year career in industry. Dynamic and successful at applying skills in busy environments.
Overview
7
7
years of professional experience
Work History
Marketing Manager
Ramz Studios
Costa Mesa, CA
03.2023 - Current
- Developed strategies for improving efficiency within the scheduling process.
- Organized training sessions on proper scheduling techniques for new hires.
- Managed the daily operations of all assigned social media accounts.
- Developed and implemented successful social media campaigns to support company objectives.
- Coordinated customer service initiatives to ensure consistent delivery of excellent customer service.
- Greeted visitors in a professional manner and provided assistance with inquiries.
Front Desk Supervisor
Camp Transformation Center
Cypress, CA
07.2021 - 03.2023
- Supervised daily operations at the front desk including check-ins and checkouts, reservations.
- Monitored staff performance and provided feedback when necessary.
- Resolved customer complaints in a timely manner while upholding company policies.
- Kept accurate records of member attendance, sales figures, and inventory levels.
- Implemented strategies for increasing customer retention rates through loyalty programs.
- Educated clients on proper nutrition habits that support their fitness goals.
- Drafted and implemented fitness programs tailored to individual client's goals.
Head of Out of Outdoor Vending Operaions
Disneyland Parks And Resorts
Anaheim, CA
06.2017 - 07.2021
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked effectively in team environments to make the workplace more productive.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Monitored staff performance to ensure adherence to customer service standards.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
Education
Some College (No Degree) - Business Administration And Management
Santa Ana College
Santa Ana, CASkills
- Marketing campaign management
- Customer Acquisition
- Public and Media Relations
- Social Media Platforms
- Digital Marketing
- Creative Direction
- Call Management
- Consultative Sales
- Data Entry
- Scheduling
- Account Management
- Positive and professional
- Critical Thinking
- Product Education
- Customer Relations
- Retail sales customer service
- Staff Training
- Administrative Support
- Calendaring
- Follow-up skills
Languages
English
Professional
Spanish
Professional
References
References available upon request.
Timeline
Marketing Manager
Ramz Studios
03.2023 - Current
Front Desk Supervisor
Camp Transformation Center
07.2021 - 03.2023
Head of Out of Outdoor Vending Operaions
Disneyland Parks And Resorts
06.2017 - 07.2021
Some College (No Degree) - Business Administration And Management
Santa Ana College