Lyliyan West-Dallier
Manhattan
Summary
Dynamic Solutions Specialist at Petco with a proven track record in enhancing customer engagement and driving revenue growth. Skilled in Salesforce CRM and adept at problem-solving, I successfully implemented strategies that improved service delivery and fostered brand loyalty, while training new team members to uphold operational excellence.
Overview
7
7
years of professional experience
Work History
Solutions Specialist
Petco
09.2024 - Current
- Provided product knowledge support to customers, enhancing their shopping experience and fostering brand loyalty.
- Assisted in implementing sales strategies that improved customer engagement and drove revenue growth.
- Collaborated with team members to maintain inventory accuracy and streamline restocking processes.
- Resolved customer inquiries effectively, ensuring satisfaction and promoting repeat business.
- Trained new team members on operational procedures and best practices for customer service excellence.
- Analyzed customer feedback to propose improvements in service delivery and product offerings.
Phlebotomist
Biolife Plasma Services
06.2020 - 2023
- Collected blood samples using sterile techniques to ensure patient safety and prevent contamination.
- Maintained accurate records of donor information and sample collections in compliance with regulatory standards.
- Assisted in training new staff on phlebotomy techniques and adherence to safety protocols.
- Conducted preliminary health assessments, including measuring vital signs and reviewing medical histories.
- Implemented process improvements that enhanced workflow efficiency and reduced wait times for donors.
- Adhered to all safety guidelines, contributing to a safe and compliant work environment at the facility.
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Centrifuged blood samples as outlined in clinical protocols.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Excelled in high-pressure situations, maintaining composure and professionalism during peak hours and emergency scenarios.
Customer Experience Coordinator
Marshalls
03.2019 - 2020
- Facilitated positive customer interactions, ensuring satisfaction and addressing inquiries promptly.
- Collaborated with team members to enhance store presentation and maintain visual merchandising standards.
- Assisted in training new staff on customer service protocols and operational procedures.
- Implemented feedback mechanisms to assess customer experience and identify improvement areas.
- Coordinated communication between departments to streamline operations and resolve issues efficiently.
- Monitored inventory levels, assisting in stock management and replenishment processes.
- Developed customer engagement strategies to promote loyalty programs and increase repeat business.
- Analyzed customer feedback data to inform decision-making and enhance service delivery initiatives.
- Monitored Customer Experience Coordinator team performance, providing constructive feedback and coaching when needed.
- Resolved escalated customer issues, ensuring timely resolution and maintaining high levels of satisfaction.
- Introduced personalized follow-up procedures after resolving complaints, increasing positive feedback from customers about their experiences.
Education
Bachelor of Science - Biomedical Engineering
Arizona State University
Tempe, AZHigh School Diploma -
Lansing High
Lansing, KS05.2018
Skills
- Data entry
- Product knowledge
- Customer relationship management
- Creative solutions
- Opening and closing procedures
- Quality assurance
- Project management
- Safety regulations
- Product demonstration
- Recommending products
- Marketing
- Innovation skills
- Updating software
- Troubleshooting product problems
- Technical documentation writing
- Consumer feedback inquiry
- Salesforce CRM experience
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking
Timeline
Solutions Specialist
Petco
09.2024 - Current
Phlebotomist
Biolife Plasma Services
06.2020 - 2023
Customer Experience Coordinator
Marshalls
03.2019 - 2020
Bachelor of Science - Biomedical Engineering
Arizona State University
High School Diploma -
Lansing High