MARIA TOUSIGNANT
Portland,OR
Summary
Experienced and dedicated customer experience professional, adept at thriving in dynamic, high-growth startup environments. Driven by the pursuit of surpassing customer satisfaction benchmarks and driving company prosperity. Skilled in fostering top-performing teams, elevating customer contentment, and mentoring team member. Proficient in data analysis, project management, and refining processes. Possesses a compelling, upbeat demeanor with a penchant for forging connections, nurturing partnerships, and fostering both team and business expansion.
Overview
17
17
years of professional experience
Work History
Customer Experience Lead
Karat Inc.
09.2021 - 02.2024
- Interviewed, trained and mentored 15+ domestic and international team members, increasing efficiency and performance by monitoring productivity and providing feedback.
- Conducted regular audits of customer and team member interactions, maintaining high quality standards across organization.
- Led efforts to streamline communication channels, allowing for faster issue resolution and more cohesive customer experience.
- Fostered open communication channels between frontline staff and upper management, enabling swift resolution of any operational challenges encountered.
- Improved reporting across CX team, helping measure what matters most and translated data insights into objectives.
- Leveraged data and analytics to make informed decisions, increase cross functional visibility, and drive business improvements.
- Worked with Director CX to provide input to develop and execute strategy to achieve our yearly and quarterly goals.
- Streamlined workflows between multiple departments, eliminating bottlenecks and creating operational efficiency.
Manager of Customer Support
Kaleidoscope
08.2020 - 06.2021
- Successfully established and implemented streamlined operational systems to maximize day-to-day efficiencies.
- Optimized workflow and productivity across various departments to ensure highest standards of scalability and data integrity.
- Demonstrated strong communication skills when liaising with customers to promptly address escalated issues.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
Customer Support Lead
Foodsby Inc.
04.2019 - 08.2020
- Streamlined processes, updated procedures for support action consistency and drove operational improvements
- Managed daily operations and logistics for over 250 restaurant vendors
- Achieved team customer satisfaction rating of 98.2%
- Adjusted job assignments and schedules to keep pace with dynamic business needs and facilitated monthly 11s with direct reports.
- Fostered culture of continuous learning by sharing best practices across team regularly.
- Cross-trained and backed up other customer service managers.
- Identified trends in client requests and helped management get ahead of ongoing problems.
Customer Support Specialist
Foodsby
11.2017 - 04.2019
- Responded to support requests from end users and consistently offered individuals white glove service
- Analyzed end-user error inquiries to identify troubleshooting methods
- Achieved 98% customer satisfaction and 97% speed of service in a high volume environment
- Received accolades for Specialist of the Year.
Server/Bartender
Multiple Casual Fine Dining & Private Est.
05.2007 - 08.2021
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Answered customers' questions, recommended items, and recorded order information.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
Education
Psychology -
University of Minnesota
05.2014
Skills
- People Management/Development
- Streamlining Workflows & Process Improvement
- Standard Operating Procedures
- Volume Forecasting
- Oversee Day-to-Day Operations
- Team/Individual Management
- Data Analytics
- Schedule Management
Timeline
Customer Experience Lead
Karat Inc.
09.2021 - 02.2024
Manager of Customer Support
Kaleidoscope
08.2020 - 06.2021
Customer Support Lead
Foodsby Inc.
04.2019 - 08.2020
Customer Support Specialist
Foodsby
11.2017 - 04.2019
Server/Bartender
Multiple Casual Fine Dining & Private Est.
05.2007 - 08.2021
Psychology -
University of Minnesota
Similar Profiles
Ankita BhattacharyaAnkita Bhattacharya
Sales at Karat IncSales at Karat Inc
James yuJames yu
Checker at KaratChecker at Karat
Justice ChanceJustice Chance
Assingment Desk Editor at Twenty Four Karat PromotionsAssingment Desk Editor at Twenty Four Karat Promotions
Jonah StreitJonah Streit
Janitorial and Clothing Closet Manager at The Insight AllianceJanitorial and Clothing Closet Manager at The Insight Alliance
David BalchunasDavid Balchunas
Laborer at Truck N' ToolboxLaborer at Truck N' Toolbox