Maribel "Mattie" Cisneros
Charlotte,NC
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
16
16
years of professional experience
Work History
Onboarding Manager
American Tire Distributors
08.2022 - Current
- Build and maintain SOPs up to date and streamlined onboarding processes for increased efficiency, reducing time-to-productivity for new hires
- Liaised between multiple business divisions to improve communications.
- Conducted thorough needs assessments to identify gaps in existing onboarding resources, leading to improvements in content and delivery methods.
- Track and report on weekly highlights, challenges and opportunities to share with leadership and stakeholders
- Enhanced new hire experience with personalized orientation sessions and mentorship opportunities
- Trained new hires in technology required to access company systems and complete job tasks.
- Created smooth onboarding processes to help new hires adjust to company policies, procedures and processes.
- Increased CSAT scores by 21 points within nine months of department creation
Customer Experience & Engagement
American Tire Distributors
01.2022 - 08.2022
- Worked on several projects designed to improve customer experience across all facets of online and customer contact center interactions with ATD. Projects included Delivery Tracking, ATD and Tire Pros Online re-platform, and ATDPay and customer journey mapping. Project costs varied between $250k-$2 million.
- Coordinate and maintain an open line of communication with all stakeholders across projects.
- Investigated customer complaints and escalated issues to address critical requests.
- Offer support where needed for recruitment of beta testers for re-platform.
- Manage NCE (New Customer Engagement) platform, coordinating between prospective applicants, Customer Care, Customer Admin, and Credit teams to help process new customer applications and create new accounts.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
Customer Care Specialist
American Tire Distributors
06.2018 - 01.2022
- Demonstrate commitment to customer service by building a productive and lasting relationship, resolving customer conflicts of complex issues, and boosting customer loyalty.
- Provide solutions, recommendations, and replacement products with positive feedback from customers.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Properly noted accounts in CRM, CMR, System Z, and Omega with changes or updates to the account.
- Responded to customer inquiries via phone, email, and web-based platforms and reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Collaborated with cross-functional teams to ensure seamless service delivery for customers.
- Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Processed over 150 escalation calls and tickets weekly, which covered Charlotte, Burlington, and Winston-Salem markets.
- Stepped in to cover another six distribution centers to cover the South Carolina market for six months while a new hire was installed.
Customer Service & ATDO Technical Support
American Tire Distributors
06.2008 - 06.2018
- Collaborated with cross-functional teams to address recurring customer issues and implement long-term solutions.
- Delivered exceptional customer service through clear communication, empathy, and active listening skills.
- Managed high-pressure situations with professionalism, maintaining composure during difficult customer interactions.
- Resolved complex technical issues for customers, resulting in enhanced product usability and functionality.
- Handled a high volume of inbound and outbound customer calls and feedback via various points of entry.
- Maintained all feedback and resolutions in CRM and added any valuable email and info to accounts to help sales reps with their customer contacts.
- Maintained detailed records of all customer interactions, ensuring accurate documentation for future reference or escalation needs.
Education
High School Diploma -
Western High School
Davie, FL06.1991
Skills
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Onboarding, Training, and Development
- Organizational Skills
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Task Prioritization
- Coaching and Mentoring
- Self Motivation
- Professionalism
Remotework
Prefer to stay remote work as I have been remote for the last four and a half years, and I enjoy the flexibility.
References
Upon request
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Onboarding Manager
American Tire Distributors
08.2022 - Current
Customer Experience & Engagement
American Tire Distributors
01.2022 - 08.2022
Customer Care Specialist
American Tire Distributors
06.2018 - 01.2022
Customer Service & ATDO Technical Support
American Tire Distributors
06.2008 - 06.2018
High School Diploma -
Western High School
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