LASTAGIA ROBERSON
Cedar Hill
Summary
Professional in customer support with strong track record in managing client interactions and resolving issues effectively. Known for fostering team collaboration and driving results, adapting seamlessly to changing demands. Expertise includes conflict resolution, communication, and leadership, with focus on enhancing customer satisfaction and operational efficiency. Recognized for reliability and results-oriented approach.
Professional, skilled in managing front office operations with focus on delivering exceptional service. Strong ability to coordinate with teams and adapt to changing needs while ensuring smooth daily operations. Effective communicator, adept at handling inquiries, scheduling, and maintaining office efficiency. Known for reliability and positive attitude in fast-paced environment.
Front office professional with robust experience in maintaining welcoming environments and efficient administrative processes. Proven ability to manage high-volume reception areas while ensuring exceptional customer service. Known for strong teamwork, adaptability, and attention to detail in dynamic settings.
Overview
21
21
years of professional experience
Work History
Customer Support Manager
Parfait
01.2024 - Current
- Assisted customers with inquiries, providing timely and accurate information.
- Managed customer feedback to improve service delivery and product offerings.
- Collaborated with team members to resolve customer issues efficiently.
- Documented customer interactions in CRM system for future reference and analysis.
- Lead and oversee a team of customer support representatives handling high-volume inbound calls,emails and chats to ensure exceptional service delivery.
- Monitor daily operations, set performance goals and implement strategies that improve tea efficiency and customer satisfaction.
- Conduct regular coaching, training, and performance reviews to support professional development and maintain high-quality service standards.
- Analyze customer feedback and service metrics to identify trends, resolve systemic issues, and enhance the overall customer experience.
- Partner cross-functionally with vendors, logistics, and internal departments to address escalated issues and ensure timely resolution.
- Manage escalation protocols, ensuring complex cases are handled with professionalism and accuracy.
- Collaborate with quality assurance to refine support scripts, improve communication workflows, and strengthen brand consistency.
- Credited for increasing first-contact resolution rates by 20% and boosting overall customer satisfaction through proactive team management and process optimization.
Operations Manager
Naturally Divine Beauty
12.2015 - 01.2024
- Led a team of stylists, fostering collaboration and enhancing performance through mentorship.
- Managed daily operations, ensuring efficient workflow and high-quality service delivery.
- Implemented training programs for staff, improving service consistency and client satisfaction.
- Developed promotional strategies, increasing customer engagement and salon visibility in the community.
- Oversaw inventory management, optimizing product availability while minimizing waste and costs.
- Coordinated scheduling for staff and appointments, maximizing operational efficiency during peak hours.
- Evaluated customer feedback to identify areas for improvement, driving enhancements in services offered.
- Established standard operating procedures to maintain compliance with health and safety regulations.
- Maintained a clean, safe, and welcoming environment for clients and employees alike.
- Resolved employee conflicts and maintained a positive work atmosphere through effective communication techniques.
- Recruited talented stylists by participating in job fairs and networking within the industry.
- Established strong relationships with vendors, negotiating favorable terms and pricing for salon supplies.
- Increased client retention by implementing loyalty programs and offering tailored promotions.
- Organized special events at the salon, attracting new customers while strengthening existing client relationships.
- Collaborated with other beauty professionals to offer specialized services such as makeup application or hair extensions.
- Streamlined appointment scheduling for increased efficiency and client convenience.
- Developed staff training programs to improve service quality and overall team performance.
- Implemented successful marketing strategies, resulting in a steady increase of new clientele.
Telecommunications Sales Representative
Sprint/Nextel
10.2004 - 05.2014
- Developed and executed strategic sales plans to drive revenue growth and market share expansion.
- Led cross-functional teams to enhance customer engagement and satisfaction through tailored solutions.
- Analyzed market trends and competitive landscape to inform pricing strategies and product positioning.
- Mentored sales staff, fostering professional development and improving team performance metrics.
- Implemented CRM systems to streamline sales processes and improve data management efficiency.
- Established key performance indicators to measure success and optimize sales strategies continually.
- Cultivated strong relationships with clients, enhancing loyalty and driving repeat business opportunities.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
Education
Associate of Business Administration - Business Management
Rasmussen
Chicago, IL04-2010
Cosmetology Instructor - Cosmetology
Empire Beauty School
Lisle, IL03-2013
Skills
- Client relationship building
- Customer relations
- Training and mentoring
- Team building
- Schedule management
- Call center management
- Staff scheduling
- Customer support plan development
- Billing problem resolution
- Teamwork and collaboration
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent communication
- Telephone skills
- Organization skills
- Clerical support
CUSTOMER SERVICE & OPERATIONS MANAGER
- LASTAGIA ROBERSON
- Dallas, TX 75104 | 214-308-8437 | lastagia17@gmail.com
Timeline
Customer Support Manager
Parfait
01.2024 - Current
Operations Manager
Naturally Divine Beauty
12.2015 - 01.2024
Telecommunications Sales Representative
Sprint/Nextel
10.2004 - 05.2014
Associate of Business Administration - Business Management
Rasmussen
Cosmetology Instructor - Cosmetology
Empire Beauty School