Lisa Ramirez
San Jose,CA
Summary
Dynamic Customer Service Manager with a proven track record at Victoria's Secret, skilled in hiring and developing top talent. Successfully implemented strategic training programs, enhancing team performance and customer satisfaction. Expert in scheduling and resource management, fostering a collaborative environment while resolving complex customer issues effectively.
Overview
18
18
years of professional experience
Work History
Customer Service Manager
Victorias Secret
07.2007 - 07.2025
- Implemented strategic training programs to improve team performance and enhance customer satisfaction.
- Developed and implemented strategies to improve response times for customer inquiries.
- Analyzed customer feedback to identify trends and drive service improvements.
- Managed scheduling and resource distribution to enhance team efficiency.
- Mentored staff in conflict resolution techniques to enhance customer interactions.
- Established performance metrics for evaluating service quality and team productivity.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Education
High School Diploma -
Independence High School
San Jose, CA08.1994
Skills
Hire and Develop Top Talent
Lead Self and Teams
Coach and Role play to deliver high performance teams
Scheduling payroll management
Timeline
Customer Service Manager
Victorias Secret
07.2007 - 07.2025
High School Diploma -
Independence High School