Summary
Overview
Work History
Education
Skills
Timeline
Generic

Madison Vega

Lubbock,TX

Summary

Motivated business professional with ten years of entrepreneurial experience. Dedicated and personable with extensive experience in managing administrative and sales operations and personnel. Well-versed in training, educating, motivating, and supporting staff members. Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Uses problem resolution and de-escalation techniques effectively. Diplomatic and professional when communicating with stellar time management and multitasking expertise.

Overview

11
11
years of professional experience

Work History

Customer Retention Specialist

Quince
07.2023 - Current
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly.
  • Contributed to company growth by upselling additional products and services during support interactions.
  • Met and exceeded guidelines for service levels, handle time and productivity.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Educated customers about billing, payment processing, and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Delivered prompt service to prioritize customer needs.
  • Sought ways to improve processes and services provided.
  • Completed a 2-week nesting training with the Telus team
  • Provided shadowing and tips for colleagues to improve performance in multiple instances
  • Recommended, selected, and helped locate and obtain out-of-stock products based on customer requests.
  • Implemented and developed customer service training processes.
  • Retention Specialist of the Month for February 2024

Owner/Operator

Bello Babes Boutique
09.2019 - Current
  • Used marketing strategies such as social media ads, brand representatives, and sales to bring in and capture new customer business.
  • Stayed current with market trends to determine optimal pricing of goods and services and to capitalize on emerging opportunities.
  • Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
  • Put together realistic budgets based upon costs and fees for effectively operating business.
  • Conducted target market research to scope out industry competition and identify advantageous trends.
  • Enhanced product awareness by taking pictures of new and available product offerings and posting to company's website and media accounts.
  • Completed credit verifications and opened lines of credit worth over $10,000 to support and manage sales associates.
  • Input income and expense details into Shopify to track business finances and address variances.
  • Maintained up-to-date administrative records to monitor operational conditions.
  • Increased customer satisfaction by providing high-quality services and timely communication.
  • Managed daily operations for optimal efficiency, streamlining processes to reduce costs.

Administrative Assistant

Elliott Electric Supply
12.2018 - 02.2020
  • Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
  • Composed internal memos and external correspondence for senior management and reviewed all documentation to eliminate errors.
  • Handled client correspondence and tracked records to foster office efficiency.
  • Executed record filing system to improve document organization and management.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.
  • Maintained complex digital filing system for financial information.
  • Performed general office duties, including answering multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Processed invoices and expenses using Oxy portal to facilitate on-time payment.
  • Drafted professional memos, letters and marketing copy to support business objectives and growth.
  • Coordinated travel arrangements, including booking airfare, hotel and ground transportation.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
  • Assisted in administrative duties for office team, including making phone calls, copies and schedules.

Administrative Assistant

Allstate Insurance
06.2013 - 11.2018
  • Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling.
  • Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
  • Created sources for continuous client referrals within community and with businesses using customer service and professionalism.
  • Upsold additional products and services after identifying customer needs and requirements.
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
  • Drafted professional memos, letters and marketing copy to support business objectives and growth.
  • Liaised with vendors, contractors and professional services personnel to properly process orders in alignment with needs and specifications of management.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Coordinated travel accommodations for staff and out-of-town visitors, including vouchers, agendas and transportation.
  • Assisted in administrative duties for office team, including making phone calls, copies and schedules.
  • Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.

Education

Specialist In Psychology - Psychology

Angelo State University
San Angelo, TX

High School Diploma -

Monterey High School
Lubbock, TX
06.2013

Skills

  • Relationship building
  • Marketing
  • Business Development
  • Recruiting Promotional Team
  • Project Management
  • Strategic Planning
  • Complaint resolution
  • Sales expertise
  • Multi-line phone talent
  • Retention strategies knowledge
  • Creative problem solving
  • Account management
  • Customer service experience

Timeline

Customer Retention Specialist

Quince
07.2023 - Current

Owner/Operator

Bello Babes Boutique
09.2019 - Current

Administrative Assistant

Elliott Electric Supply
12.2018 - 02.2020

Administrative Assistant

Allstate Insurance
06.2013 - 11.2018

Specialist In Psychology - Psychology

Angelo State University

High School Diploma -

Monterey High School

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Madison Vega