JULIANA SUAREZ
Chula Vista,California
Summary
Ambitious, passionate and results-driven VP of Customer Experience with over 8 years of dedicated service contributing to company growth and profitability. Excellent communication skills, problem resolution and positive customer experience through relationship building. Flexible, decisive leader maintaining service, accountability and training for fast-paced environments. Skilled at identify customer's problems and needs through data and analytics and applying processes and improvements to drive efficiency and improve customer retention. Proven ability to lead and motivate teams, scale digital-touch onboarding, and drive software adoption. Dedicated to being a reliable, resourceful and adaptable team player,
Overview
8
8
years of professional experience
1
1
Certification
Work History
Vice President of Customer Experience
Honest Paws
05.2018 - Current
- Increased company growth through collaboration with sales and marketing departments.
- Identified opportunities to improve business process flows and productivity.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Established performance goals for department and provided methods for reaching milestones.
- Collaborated with cross-functional teams to address complex customer concerns and provide comprehensive solutions.
- Maintained up-to-date knowledge of industry trends and product offerings to better serve customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Contributed to company growth by retaining valuable clients through effective communication and problem-solving skills.
- Supported the development of departmental policies, drawing on extensive experience in providing exceptional customer service.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Communicated with customers to identify needs and expectations.
- Conducted surveys to determine customer opinion of products and services.
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Monitored performance metrics such as customer experience surveys to maintain customer satisfaction scores at 4.7 stars
- Contributed to the success of obtaining over 13k customer reviews, averaging at 4.5 stars across platforms.
Vice President of Customer Experience
CertaPet
10.2015 - Current
- Contributed to company growth by retaining valuable clients through effective communication and problem-solving skills.
- Supported the development of departmental policies, drawing on extensive experience in providing exceptional customer service.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Increased repeat business, fostering strong relationships with clients through exceptional service delivery.
- Oversaw hiring, orienting and training of customer care staff to facilitate capable workforce.
- Implemented feedback-driven improvements for an enhanced overall customer experience.
- Ensured accurate record-keeping by diligently documenting all interactions within internal CRM platforms.
- Collaborated with cross-functional teams to address complex customer concerns and provide comprehensive solutions.
Education
High School Diploma -
Marian Catholic High School
Imperial Beach, CA05.2007
Skills
- Brand Building
- Integrity and Transparency
- Operations Management
- Customer Experience and Customer Satisfaction
- Strategic Customer Development
- Organizational Leadership
- Team Building, Recruiting and Hiring
- Complex Problem-Solving and Results-Driven
- Relationship Building
- OKRs and KPIs
- Coaching and Mentoring
- Effective Communicator and Public Speaking
- Performance Metrics Analysis
- Social Proof and Recognition
- CRM Software
Certification
Inspiring and Motivating Individuals - Coursera
96GWE7N8R3ET
Timeline
Vice President of Customer Experience
Honest Paws
05.2018 - Current
Vice President of Customer Experience
CertaPet
10.2015 - Current
High School Diploma -
Marian Catholic High School