Maria Jalilpour-Esfahani
Chicago,IL
Summary
Customer Experience enthusiast with a proven track record in delivering values-based customer support, driving operational excellence and concise communication. Known for strong focus on forming meaningful relationships with internal and external customers, achieving results, managing well under pressure, and adapting seamlessly.
Overview
13
13
years of professional experience
Work History
Sales and Operations Consultant
SEPHORA
Chicago, IL
04.2018 - Current
- Welcome all to the world of beauty by sharing and leveraging the Beauty Insider program with clients to build lasting customer relationships.
- Leading with passion and heart by using my expertise in the products we sell and the services we offer so that my clients get exactly what they need and what they want.
- Inspire, Uplift and Celebrate my team by sharing my vast operational and product knowledge with them to help build confidence and empower them on their Sephora journey.
- Grow together and win together by consistently being an operational resource to my team.
- Imagine fearlessly and make it happen by completing the tasks of an operations associate consistently and effectively. This includes: completing daily processing and organization of damages, testers, and known theft product. Ensuring all shipping and receiving activities are completed and executed within the store in a timely manner. Completing visual updates for product on sales floor as expected by each brand housed in the store. Maintaining, organizing, cleaning the stockroom and sales floor areas as needed.
Business Process Manager-Customer Service
H&M
Chicago, IL
04.2022 - 05.2026
- Audited and Analyzed business processes to identify areas for improvement, cost savings, and increased operational efficiency for both in house contact center team members and vendor partners.
- Evaluated performance metrics to assess effectiveness of changes and recommend further optimizations through reporting.
- Leveraged data-driven insights to identify bottlenecks in workflows, leading to effective resolutions and optimized outcomes.
- Boosted client satisfaction by refining internal processes, resulting in faster response times and improved service delivery. Customer Satisfaction increased by 18% in FY22 and has increased consistently each year.
- Implemented a robust feedback loop between agents, vendor partners and management, facilitating open communication channels and collaborative change management that encouraged ongoing learning and continuous improvement in service delivery.
Global Incident Management Lead
H&M
Chicago, IL
09.2021 - 04.2022
- Monitored incident ticketing systems for accuracy and prompt updates.
- Acted as a liaison between technical teams and contact center teams, helping to translate complex technical information into easily understandable terms during incident updates.
- Developed strong relationships with internal teams and external vendors, fostering collaboration during incident resolution efforts. Reduced resolution time by 10% by using internal network to escalate incidents immediately.
- Analyzed incident trends to identify areas for process improvement and risk mitigation.
- Played a key role in maintaining business operations during high-stress situations, working closely with stakeholders to mitigate the impact of incidents on productivity and customer satisfaction.
Customer Service Operations Lead
H&M
Chicago, IL
10.2017 - 09.2021
- Developed and maintained standard operating procedures to enhance consistency in daily operations.
- Analyzed performance metrics to identify areas for process improvements, driving operational excellence.
- Implemented training programs that improved team productivity and knowledge retention across departments.
- Managed relationships with the logistics, transportation, ecommerce and merchandising teams to ensure a voice for customer service was always represented.
- Led cross-functional teams in executing strategic initiatives aligned with company goals and objectives.
Customer Service Operations Coordinator
H&M
Chicago, IL
07.2017 - 10.2017
- Analyzed operational data to identify trends, recommending strategic adjustments that enhanced resource allocation.
- Trained and guided team members to maintain high productivity and performance metrics. Increased the team's errands per hour metric by 18.75 errands per hour in one year.
- Mentored Back Office team members on operations coordination best practices, fostering a culture of continuous improvement and collaboration.
- Supported Back Office team in routine operations, resolving client inquiries and addressing escalated client service issues effectively.
- Analyzed client feedback to identify areas of improvement in online and store shopping experience.
Customer Service Supervisor
H&M
Chicago, IL
04.2014 - 07.2017
- Oversaw multi-team performance, providing guidance and support to ensure compliance with company standards. Average customer satisfaction score was over 95% per team.
- Coordinated communication between departments, fostering collaboration and resolving operational issues promptly.
- Developed standard operating procedures to optimize back office functions and reduce errors in documentation and cut costs per contact by 14% in FY16.
- Led initiatives to improve workflow efficiencies, resulting in faster turnaround times for administrative tasks.
- Monitored key performance indicators, driving continuous improvement efforts across back office operations through effective and clear feedback.
Customer Service Specialist
H&M
Chicago, IL
05.2013 - 04.2014
- Delivered exceptional customer service to every client by leveraging extensive knowledge of products and services and creating welcoming, positive experiences on multiple channels including: phones, email and social media channels.
- Resolved client complaints with empathy, fostering loyalty and encouraging repeat business across multiple channels.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center, by achieving a 97% individual customer satisfaction score on average.
- Demonstrated excellent multitasking by navigating systems, taking notes on calls, and answering client inquiries, averaging less than 2 minutes of after-call work.
- Collaborated with team members to improve client experience through clear and effective communication.
Education
Certificate - Corporate Paralegal Studies
Loyola University Chicago
12-2017
Bachelor of Arts (B.A.) - Political Science and Government
University of Southern Indiana
05-2011
Bachelor of Arts (B.A.) - Sociology
University of Southern Indiana
05-2011
Skills
- Customer relationships
- Effective communication
- Problem solving
- Analysis and reporting
- Cross-functional collaboration
- Adaptability
Timeline
Business Process Manager-Customer Service
H&M
04.2022 - 05.2026
Global Incident Management Lead
H&M
09.2021 - 04.2022
Sales and Operations Consultant
SEPHORA
04.2018 - Current
Customer Service Operations Lead
H&M
10.2017 - 09.2021
Customer Service Operations Coordinator
H&M
07.2017 - 10.2017
Customer Service Supervisor
H&M
04.2014 - 07.2017
Customer Service Specialist
H&M
05.2013 - 04.2014
Certificate - Corporate Paralegal Studies
Loyola University Chicago
Bachelor of Arts (B.A.) - Political Science and Government
University of Southern Indiana
Bachelor of Arts (B.A.) - Sociology
University of Southern Indiana