Karina Isabel Pantoja
Chicago,IL
Summary
Self-motivated, hard worker with an ambition to achieve company goals, improve and maintain production/relationships, and complete tasks/deadlines in a timely manner. My goal is to grow personally by taking on new challenges, obtaining new skills, and learning from and helping those around me. I have a tremendous passion for coordinating, communicating, building, and dedicating efforts and open-mindedness to the workplace by merging personality with professionalism. I am a leader who focuses on driving great team success by increasing efficiency, profits, and satisfaction internally and externally.
Overview
8
8
years of professional experience
Work History
Manager of Client Services and Field Operations
Crafty LLC
03.2022 - Current
- Kept stakeholders up-to-date on details pertaining to client projects and company updates.
- Fostered long-term relationships with clients by understanding their unique needs and anticipating service requirements.
- Assisted in recruiting, hiring, and training of team members.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices, and facilitation of a proactive work environment.
- Built client relationships by responding to day-to-day inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Optimized service delivery through effective project management and coordination with cross-functional teams.
- Scheduled and attended weekly and monthly meetings with clients and prospective clients as requested.
- Implemented innovative field strategies to improve overall team performance and productivity.
- Improved customer retention rates by implementing targeted loyalty programs and addressing potential concerns proactively.
- Evaluated employee performance regularly, providing constructive feedback for professional development opportunities.
- Maintained up to 15 client files with sales contracts, records of client interactions, client notes, and other information.
- Tracked trends and suggested enhancements to both challenge and refine the company's product offerings.
- Enhanced client satisfaction by streamlining communication processes and providing personalized support daily.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Collaborated with the finance department on invoicing accuracy for applicable products, services, software, and logistics at the end of every month,
- Developed strong communication and organizational skills through working on solo and group projects.
Field Operations Coordinator
Crafty LLC
09.2021 - 03.2022
- Monitored more tha team performance to assess training requirements and areas in need of improvement.
- Helped meet changing demands by recommending improvements to company systems or procedures.
- Analyzed key metrics and business performance to drive data-supported decisions.
- Cultivated positive work environments that fostered teamwork, innovation, and high performance among staff members.
- Improved field operations efficiency by streamlining processes and implementing new strategies.
- Collected, arranged, and input information into database systems.
- Worked effectively in fast-paced and fast-changing environments.
- Resolved problems, improved operations, and provided exceptional service.
Flex Operator
Crafty LLC
08.2021 - 09.2021
- Established more than 30 cleaner and more manageable client spaces to promote efficient day-to-day operations and satisfaction for both operators and clients
- Trained new hires in equipment familiarity, troubleshooting, inventory, weekly orders, and beautifying spaces with the highest level of detail and organization.
- Evaluated specialists through biweekly/monthly quality control checks to aid and guide them on improvement and success.
Operator
Crafty
07.2021 - 08.2021
- Specialized in completing 20+daily tasks for client office spaces, including kitchens, boardrooms, storage spaces, and office kitchenettes/nooks.
- Operated and maintained catering and kitchen equipment to ensure all offerings were available for company employees
- Managed storage spaces, weekly inventory, stocking, cleaning, and product checks.
- Adjusted my day-to-day tasks through prioritization, focusing on client needs as they arise, and tackling unexpected challenges.
Front End Assistant
Costco Wholesale
10.2019 - 07.2021
- Monitored stock levels by performing and logging inventory counts to guarantee accurate and sufficient amount of stock.
- Marketed memberships and package upgrades to clients while also ensuring all and any service questions were thoroughly answered.
- Welcomed customers upon entering the store and created an inclusive and inviting atmosphere.
- Organized work events with appropriate decorations, meal preparation, and set-up to promote employee satisfaction.
Sales Associate
Atlas Stationers
08.2016 - 10.2019
- Assisted in planning for Chicago's largest annual sidewalk sale that hosts thousands of attendees.
- Merchandised products and designed displays for events.
- Greeted and assisted customers by answering questions about services while also operating a POS system to handle and collect business cash flow.
Administrative Assistant
Panzier Corp
01.2019 - 01.2019
- Provided excellent customer service by leading external customer relations, coordinating appointments, and verifying clients present necessary documents.
- Direct assistant to the president of the company.
- Advocated employee needs and assisted when needed.
- Handled and appropriately filed documents and returns.
Education
Bachelor of Science: Public Relations Communications -
Illinois State University
Normal, IL05.2019
Skills
- Proficient in Microsoft Office
- Adaptive, flexible, and detail-oriented
- Administrative Management
- Account Management
- Customer Service Management
- Inventory tracking and management
- Time management and organizational skills
- Strategic project planning
- Teamwork and Collaboration
- Policy development and enforcement
- Team Leader
- Program Optimization
- Staff Management and performance improvement
- Performance Evaluations and quality assurance checks
- Staff development, training, mentoring, and onboarding
- Project Oversight and decision-making
- Client relations and successful retention
- Database maintenance
- Budget control and management
- Staff scheduling, payroll, and timekeeping management
- Operational efficiency and oversight
- Relationship building and maintaining
- Active listener and excellent communicator
Accomplishments
- Used Microsoft to develop inventory tracking spreadsheets and new inventory product lists
- Collaborated with multiple internal and external teams in the development of new client implementations.
- Documented and resolved onsite operation issues, which led to loyal customer sentiments and renewals.
- Supervised and managed multiple client accounts, team departments, and direct reports simultaneously.
- Achieved client retention through effectively helping with onsite operations and account management.
- Coordinated daily operations and day-to-day needs of direct reports, internal departments, and client demands.
- Improved team efficiency by training, mentoring, and rebuilding new processes.
Timeline
Manager of Client Services and Field Operations
Crafty LLC
03.2022 - Current
Field Operations Coordinator
Crafty LLC
09.2021 - 03.2022
Flex Operator
Crafty LLC
08.2021 - 09.2021
Operator
Crafty
07.2021 - 08.2021
Front End Assistant
Costco Wholesale
10.2019 - 07.2021
Administrative Assistant
Panzier Corp
01.2019 - 01.2019
Sales Associate
Atlas Stationers
08.2016 - 10.2019
Bachelor of Science: Public Relations Communications -
Illinois State University
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