Joselyn Fuentes
Operations and Customer Experience
Orlando,FL
Summary
Dedicated Operations and CX professional with a proven track record of enhancing customer satisfaction and optimizing operational efficiency. With a knack for managing end-to-end processes, I've successfully collaborated with cross-functional teams to ensure seamless product distribution across major e-commerce platforms, including Amazon, Chewy, Walmart, and our direct website. My expertise lies in orchestrating shipments, maintaining optimal stock levels, and fostering positive customer experiences. Adept at juggling customer success duties while strategically aligning with operational goals (fancy way to say I wear many hats). Let's connect and explore how my skills can contribute to your team's success! #Operations #CustomerSuccess #Customer Experience #Logistics #Ecommerce
Overview
11
11
years of professional experience
Work History
Customer Success & Operations Coordinator
Bernie's Best
Remote, FL
08.2023 - 03.2024
- Efficiently managed customer inquiries across multiple channels including calls, emails, and social media.
- Collaborated with operations management to streamline large quantity shipments, enhancing operational efficiency.
- Implemented strategies to maintain optimal stock levels, ensuring seamless supply chain operations.
- Boosted customer satisfaction by 20% through effective support, leading to faster ticket resolution times.
- Acted as the Voice of Customer (VOC) on Amazon, ensuring customer feedback was effectively communicated across teams.
- Stayed abreast of industry trends, sharing valuable insights with various departments to drive continuous improvement.
- Worked with cross-functional teams to identify and rectify process gaps, resulting in improved shipping times.
- Led a project to reduce response time by 15%, enhancing customer loyalty.
Operations Lead (Logistics)
ButterflyMX®
Remote, USA
07.2021 - 08.2023
- Managed inventory control, reducing stockouts by 15% and cutting down excess inventory expenses
- Spearheaded cross-functional teams to boost customer satisfaction by 25% through improved order accuracy and punctual delivery
- Led a team of fulfillment associates, enhancing productivity and ensuring deadline adherence
- Worked collaboratively with customer service and 3PL teams to troubleshoot issues and refine fulfillment process for customer delight
- Elevated team productivity through streamlined project management and collaboration techniques.
- Analyzed fulfillment workflows, identifying bottlenecks and implementing corrective actions.
- Introduced new internal order tracking, reducing errors by 19% and improving stock management.
- Optimized supply chain logistics, enhancing efficiency and reducing lead time by 18%
Operations Lead & Retail Management
Candid Co.
Remote, FL & CA, USA
05.2018 - 07.2021
- Directed retail team to surpass sales goals and deliver superior customer service in dynamic studio setting.
- Developed and executed training initiatives to boost team's product expertise and sales proficiency.
- Managed aesthetically pleasing and orderly retail space to stimulate sales and enhance customer experience.
- Launched strategic plans to broaden physical stores nationwide, leading to team expansion and large-scale new hire training events.
- Contributed to the company's growth by effectively scaling operations and onboarding new team members.
- Spearheaded store expansions, driving team growth and optimizing operational efficiency.
- Pioneered retail innovation, enhancing customer journey and setting new sales benchmarks.
Business Development Manager (Automotive Sales)
Brickell Motors - Miami
Miami, FL
07.2013 - 05.2018
- Worked with a team of 20, devising sales strategies to meet monthly targets.
- Boosted sales conversions by supplying the team with qualified leads and comprehensive customer profiles.
- Surpassed monthly appointment show rate targets by over 12% month to month through effective communication and understanding of customer needs.
- Leveraged CRM tools like eLead, CDK, and ADP to support sales/service operations and lead generation.
- Enhanced sales performance by consistently securing high-value appointments with potential car buyers, exceeding targets by 20%.
- Introduced advanced profiling techniques, enhancing lead quality and sales conversions.
Education
Certificate - Coffee Academy 100
Arizona State University
Tempe, AZ03-2024
Certificate - Strategic Thinking & Innovation
Western Governors University
Salt Lake City, UT02-2023
Certificate - Technical Support & Fundamentals
Coursera (Google)
05-2022
Associate of Arts - Business Administration And Management
MTI College
Sacramento, CACertification - Full Stack Software Development
Bloomtech Institute of Technology
Skills
- Quality assurance and control
- Project Scheduling
- Process Implementation
- Training Management
- Logistics Coordination
- Customer Invoicing
- Operations Management
- Performance monitoring
- Customer Relations
- Compliance Management
- MRP and ERP systems
- Delegation
- Team Training
- Inventory Coordination
- Warehouse Operations
- Customer Relationship Management
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Customer Success & Operations Coordinator
Bernie's Best
08.2023 - 03.2024
Operations Lead (Logistics)
ButterflyMX®
07.2021 - 08.2023
Operations Lead & Retail Management
Candid Co.
05.2018 - 07.2021
Business Development Manager (Automotive Sales)
Brickell Motors - Miami
07.2013 - 05.2018
Certificate - Coffee Academy 100
Arizona State University
Certificate - Strategic Thinking & Innovation
Western Governors University
Certificate - Technical Support & Fundamentals
Coursera (Google)
Associate of Arts - Business Administration And Management
MTI College
Certification - Full Stack Software Development
Bloomtech Institute of Technology