Kaitlin Alhambra
Union City,CA
Summary
Customer-centric professional with 9+ years of experience in excelling within challenging customer service and administrative roles and fast-paced, time-sensitive environments by leveraging outstanding multitasking, organizational, collaborative, communication, and problems-solving skills. Skilled in providing an exceptional level of customer service as well as building rapport while continually achieving outstanding levels of satisfaction and loyalty. Ability to establish productive and lasting customer relationships by ensuring rich experiences to surpass expectations. Capable of managing diverse administrative tasks, including phone coverage, filing, scheduling, reception, documentation generation, inventory management, and invoicing/billings to facilitate the achievement of organizational goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Sr. Operations Associate
Poshmark
09.2020 - Current
- Process Posh Authenticate orders and company’s premium in-person authentication service of luxury items in accurate and timely manner to ensure positive experiences and feedback
- Manage incoming and outgoing Posh Authenticate shipments, including taking photos and videos for authentication purposes, resulting in increased accuracy and minimal errors
- Safely handle, examine, and authenticate luxury goods pack shipments while following required specifications to avoid complaints and inconveniences
- Conduct quality inspections on packaging and documentation to facilitate adherence to established standards and assure consistency
- Provide high level of customer support via emails along with addressing inquiries, resolving concerns, and providing required information to drive satisfaction
- Gain and utilize knowledge of operating system to physically process orders from start to finish in just 6 months, translating to optimized workflow
- Authenticate 6+ designer brands independently as well as handle general support cases with ease 1 and escalated cases by leveraging excellent organizational and problem-solving skills
- Collaborated with cross-functional teams to develop innovative solutions for complex operational challenges.
- Mentor and support 5 of new associates to take on additional responsibilities in order to support operations, leading to effective workload management
Resident Ambassador / Luxury Concierge
Align Residential
06.2022 - 11.2023
- Delivered exceptional services to residents while meeting all needs and accommodating all requests to exceed expectations
- Constantly increased residents' benefits through active marketing and partnership with the neighboring businesses, leading to enhanced repeat/referral business
- Answered, recorded, and processed all calls, messages, requests, questions, and/or concerns to facilitate business correspondence
- Kept abreast of local activities and the area's establishments in order to answer questions, give directions, and provide recommendations
- Handled customer disputes in prompt manner to prevent escalations and grievances
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
GoPuff E- Commerce Seasonal
BevMo! Beverages & More
07.2021 - 10.2021
- Delivered positive customer experience through utilization of effective sales and customer service programs, thereby driving revenue generation and profitability
- Educated and enrolled customers into BevMo!’s Club Bev Program and the Go Puff App to maximize satisfaction and retention
- Used product knowledge and BevMo! training to make product recommendations to customers after identifying and discussing requirements
- Provided customers with appropriate solutions, such as product substitutions and/or customized ordering along with picking and packing items on a per-order basis for dispatch to customers in timely manner
- Cleaned and organized warehouse to maximize space utilization and ensure neat/clean appearance
Beauty Advisor
Ulta Beauty Inc.
11.2016 - 06.2021
- Tracked sales of products and analyzed trends to establish best-sellers and recommend suitable products to customers, resulting in enhanced sales by 50%
- Supported in handling POS systems, procedures, product displays, stocking, packaging/unboxing, and inventory management to drive operational effectiveness
- Trained and mentored 30 new hires to expand knowledge and optimize existing skill set, leading to excellent service delivery
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
Receptionist
CommonSpirit Health
04.2020 - 09.2020
- Managed approximately 50 incoming calls, emails and faxes per day to reply to questions and/or transfer to the appropriate party, resulting in seamless communication flow
- Provided administrative support to management team by managing inventory of office/kitchen supplies and general support equipment as well as placing and tracking orders for indirect supplies and equipment
- Arranged meetings and conferences and handled generation of visit requests by utilizing superior prioritization skills
- Oversaw several functions, such as appointment scheduling, calendar management, business correspondence, customer support, and others to maintain visitor flow
- Created and edited various documents by using expertise in Microsoft Office tools along with assisting in maintaining the organization's collaboration sites for enhanced user experience
Concierge / Receptionist
Related Companies
06.2019 - 04.2020
- Warmly welcomed and greeted future residents, current residents, guests, and visitors on arrival within the community to cast a positive first impression
- Orchestrated the flow of the lobby and managed the package center to deliver quality service
- Scheduled and reserved amenity spaces, work orders, and moving company vendors on behalf of residents to maximize coordination
- Provided residents with community updates as needed via the resident portal and property signage to maintain knowledge of new policies, procedures, and guidelines
- Built and sustained productive business relationships with various vendors to gain trust and confidence, resulting in long-lasting partnerships
Education
A.A - Field
Diablo Valley College
High school diploma - General Studies
Hogan High School
Skills
- Customer Service & Support, Client Satisfaction & Retention, Issue Resolution, Operations Management, Administrative Support, Documentation & Reporting, Records Maintenance, Staff Support, Business Correspondence, Team Collaboration, Time Management
- Technologies
- Google Apps (Docs, Gmail, Calendar, Sheets, Drive, Hangouts), Microsoft Office (Word, Excel, PowerPoint, Outlook), CRM Software (Salesforce, Yardi, Connect, BuildingLink), Mac OS, Slack
Certification
Certificate in Massage Therapy | Carrington College
Timeline
Resident Ambassador / Luxury Concierge
Align Residential
06.2022 - 11.2023
GoPuff E- Commerce Seasonal
BevMo! Beverages & More
07.2021 - 10.2021
Sr. Operations Associate
Poshmark
09.2020 - Current
Receptionist
CommonSpirit Health
04.2020 - 09.2020
Concierge / Receptionist
Related Companies
06.2019 - 04.2020
Beauty Advisor
Ulta Beauty Inc.
11.2016 - 06.2021
A.A - Field
Diablo Valley College
High school diploma - General Studies
Hogan High School
Certificate in Massage Therapy | Carrington College
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