Julie Field
Austin,TX
Summary
Professional with proven track record in customer service and account management. Expertise in building strong customer relationships, resolving complex issues, and driving customer satisfaction. Strong focus on team collaboration and achieving results, adaptable to changing needs. Skilled in communication, problem-solving, and strategic planning. Experienced with managing retail operations, driving sales, and enhancing customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Account Service Manager
Ibex Global
12.2024 - Current
- Assisted customers with billing inquires, payments, account updates, and service changes while maintaining professionalism in high stress situations.
- identified opportunities to upsell and cross-sell services, successfully increasing revenue and customer retention.
- Handled escalations efficiently, offering tailored solutions to retain customers and reduce service cancellations.
- managed high call volume of inbound calls while meeting and exceeding sales and retention metrics.
Sales Manager
Embarc
03.2024 - 10.2024
- Strive to improve customer satisfaction and drive customer loyalty
- Identify, develop, coach, train, and motivate team members
- Maintain metrics and business reports to analyze data to assess performance and implement improvements to boost sales
- Monitor and track progress and incorporate feedback into decision making
- Maintain a safe, organized and productive work environment at all times
- Maintaining break schedules and assigning daily tasks and positions for the team members to ensure positive business flow
- Utilizing technology and performing troubleshooting when needed
Barista Lead
Starbucks
12.2022 - 01.2024
- Perform opening procedures including, key holding, calibrating espresso machines, counting safe and cash drawers, assigning barista positions to promote positive work flow
- Keeping track of inventory and ordering products when necessary
- Ensuring staff is on task and productive at all times to promote time efficiency
- Arranging maintenance calls when machines are not performing properly
- Finding coverage for employee call-outs
- Provide Starbucks experience to all guests
Customer Service Manager (Remote)
MGM Resorts International
07.2021 - 12.2022
- Provide prompt customer support with a professional, friendly, and patient attitude
- Proactively memorize over 55 company products and services
- Listen, diagnose, and resolve technical issues while guiding guests through step by step solutions
- Politely address any customer complaints, escaping to management only when necessary
- Offer recommendations that correlate with guest needs and wants
- Create, modify, and cancel reservations for Las Vegas MGM owned properties
Customer Service Manager (Remote)
Progressive Insurance
06.2018 - 07.2021
- Working remotely with high focus and attention to detail
- Responding to customer inquiries to promote great service
- Monitored clients' insurance coverages to ensure needs were met
- Processed payments received from clients promptly according to established procedures
- Explained complex technical terms related to insurance plans in simple language for easy understanding
- Engaged customers and provided a high level of service by carefully explaining details about documents
Education
High School Diploma -
Orange Grove High School
Corona04-2013
Skills
- Training and mentoring
- Cash handling
- CRM software proficiency
- Product knowledge
- Excellent time management skills
- Sales expertise
- Client relationship management
- Team building and leadership
- Customer service
- Problem-solving
- Time management
- Handling escalations
- Call center management
- Hospitality service expertise
Certification
- ServSafe Food Handler's Certification
- CPR/AED Certification
- Microsoft Office
Timeline
Account Service Manager
Ibex Global
12.2024 - Current
Sales Manager
Embarc
03.2024 - 10.2024
Barista Lead
Starbucks
12.2022 - 01.2024
Customer Service Manager (Remote)
MGM Resorts International
07.2021 - 12.2022
Customer Service Manager (Remote)
Progressive Insurance
06.2018 - 07.2021
- ServSafe Food Handler's Certification
- CPR/AED Certification
- Microsoft Office
High School Diploma -
Orange Grove High School
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