Mariah Torres
Pomona,California
Summary
Accomplished Customer Service Manager at Legrand, adept in CRM software and staff management, enhanced team productivity and customer satisfaction company-wide. Leveraged project management and training skills to streamline operations, achieving significant improvements in service delivery and operational efficiency. Excelled in fostering client loyalty and mentoring teams for peak performance.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Legrand
11.2015 - Current
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Executive Assistant
Energetic Lighting
01.2013 - 11.2015
- Processed travel expenses and reimbursements for executive team and senior management group.
- Answered high volume of phone calls and email inquiries.
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Organized and coordinated conferences and monthly meetings.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Handled confidential and sensitive information with discretion and tact.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
Cashier
Chipotle Mexican Grill
06.2012 - 11.2012
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Greeted customers entering store and responded promptly to customer needs.
- Restocked and organized merchandise in front lanes.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Answered questions about store policies and addressed customer concerns.
- Addressed customer needs and made product recommendations to increase sales.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Learned duties for various positions and provided backup at key times.
- Worked with floor team and managers to meet wide range of customer needs.
Supervisor
21 Choices Frozen Yogurt
03.2012 - 05.2012
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Solicited customer feedback to identify and improve on areas of weakness.
- Developed and implemented customer service policies to enhance satisfaction.
- Boosted team performance by developing customer service training materials and conducting service training.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Educated staff on organizational mission and goals to help employees achieve success.
- In change of creating yogurt flavors and creating signs
Direct Support Staff (DSP)
Rescare Homecare
09.2011 - 12.2011
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted disabled clients to support independence and well-being.
- Administered medication as directed by physician.
- Supervised daily activities and provided assistance to staff.
- Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.
- Maintained clean, safe, and well-organized patient environment.
- Replaced bandages, dressings, and binders to care for wounds and encourage healing.
- Assisted with daily living activities, running errands, and household chores.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
Education
No Degree -
San Joaquin Valley College
Rancho Cucamonga, CAHigh School Diploma -
Diamond Ranch High School
Pomona, CA07.2011
Skills
- Handling Escalations
- Regulatory Compliance
- Audit Support
- Project Management
- Training and mentoring
- Staff Management
- Account Management
- Expertise in sales
- Product Knowledge
- CRM Software
- Customer Service
- Microsoft Outlook, Word, and Excel
Timeline
Customer Service Manager
Legrand
11.2015 - Current
Executive Assistant
Energetic Lighting
01.2013 - 11.2015
Cashier
Chipotle Mexican Grill
06.2012 - 11.2012
Supervisor
21 Choices Frozen Yogurt
03.2012 - 05.2012
Direct Support Staff (DSP)
Rescare Homecare
09.2011 - 12.2011
No Degree -
San Joaquin Valley College
High School Diploma -
Diamond Ranch High School
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