Karol Robinson
Los Angeles,CA
Summary
Diligent service-oriented professional successful at satisfying different types of customers with creative and knowledgeable solutions. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes while driving revenue and sales.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Customer Experience Manager
Ispire
Los Angeles, CA
06.2022 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.
- Maintained client files with records of client interactions, client notes and other information.
- Analyzed sales data and customer trends and reported information to area managers.
- Prepared and implemented strategic growth plans for territory based on company goals and expectations.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
Customer Support Specialist
Bella+Canvas
Montebello, CA
01.2021 - 06.2022
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Provided primary customer support to internal and external customers.
- Maintained and managed customer files and databases.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Act as a liaison between the wholesale(B2B)/ E-Commerce customers and departments within the company to convey, ensure understanding, and make certain everything gets done in an accurate and timely manner.
- Collected and analyzed customer information to prepare product or service reports.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Corporate Trainer
Sacramento Marketing Inc
Torrance, CA
09.2018 - 12.2020
- Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
- Collected information about company objectives and employee deficiencies in order to assess training needs.
- Developed effective training manuals, modules and teaching aids.
- Reviewed effectiveness of programs and proposed updates to maximize success.
- Held online and conference call training session to accommodate off- site employees.
- Prepared educational materials such as module summaries, videos and informational packets.
Buyer
Crossroads Trading Co
West Hollywood, CA
05.2016 - 12.2019
- Standardized inventory quarterly reporting and analysis and instituted corrective action for close-outs and out-of-stock items to keep inventory records current.
- Forecasted purchasing trends and improved merchandising strategies.
- Analyzed inventory usage and assessed trends to provide maximum coverage for each time period.
- Provided clerks with information to print on price tags such as price, mark-ups or mark-downs or style number.
- Placed orders for merchandise consistent with quality, quantity and other specification requirements.
- Collaborated with team members to achieve target results.
Education
Bachelor of Science - Business Administration
Grambling State University
Grambling, LA 08.2010 - 05.2014
Skills
Analytical problem solver
Timeline
Customer Experience Manager
Ispire
06.2022 - Current
Customer Support Specialist
Bella+Canvas
01.2021 - 06.2022
Corporate Trainer
Sacramento Marketing Inc
09.2018 - 12.2020
Buyer
Crossroads Trading Co
05.2016 - 12.2019
Bachelor of Science - Business Administration
Grambling State University
08.2010 - 05.2014
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