Megan Terrazas
Riverside,CA
Summary
Customer-oriented and forward-thinking leader with more than six years of experience in delivering incomparable customer service. Resolves issues in a courteous and timely manner to maximize customer satisfaction and retention. Trained in cultivating and sustaining excellent relationships with customers, meeting their needs, and surpassing their expectations. Excel in managing and overseeing social media responses. Effective communicator and leader with the capacity to quickly identify and solve strategic and competitive issues. Keen ability to see the 'big picture' and excellent team player with aptitude to meet tight deadlines and work under pressure. Above all, someone with a passion and dedication for helping others.
Overview
7
7
years of professional experience
Work History
E-commerce Consumer Experience Associate
Amika/Eva-NYC
10.2021 - Current
- Respond/return all calls and email communications within 24 business hours as well as handle live chat function during business hours
- Spearhead web warranty facilitation, communication, and management in an efficient manner
- Surpass web fulfillment needs by overseeing packaging/supplies ordering
- Issue credits and refunds, cancel orders, and manage FedEx claim submission
- Handle social media and product reviews in Okendo daily as well as all returns handled at Amika
- Assisted in creating AI articles for customer questions through contact form on website for Amika, Eva-NYC, and Amika Canada
- Delivered exceptional customer service, placed replacement orders for customers when needed, and resolved customer issues, which resulted in maximizing customer satisfaction
- Worked in a cross departmental collaboration environment to ensure the customer was taken care of accordingly
- Ensuring CSAT is at 5 weekly and upholding weekly KPI's
- Played an instrumental role in performing fraud investigation as well as product quality and inventory investigations
- Developed in-depth product knowledge and received ongoing training to be a product expert for customers
Customer Experience Associate
Factor75
09.2020 - 04.2021
- Delivered top-notch customer service through phone, email, and live chat, while acting as a customer feedback collection point
- Managed approximately 70 incoming calls daily from customers while closing 50 tickets by end of day simultaneously
- Planned and executed creative solutions to all problems that came about while working in a fast-paced, fast-changing environment
- Generated innovative ideas to strengthen relationships with customers
- Assisted customers through logistic issues that occurred and worked closely with local couriers.
- Provided quality assistance to customers in managing their Factor meal plans
Client Relations Supervisor
Drybar Support Center
05.2018 - 09.2019
- Oversaw social media responses via Sprinklr platform, checked order status via Magento, and organized Google Docs after meetings
- Managed calendar and schedule nationwide for Drybar shops/customers and assisted in booking their appointments for them
- Assisted in replacement products for items that arrived damaged and worked closely with the logistics team to ensure smooth delivery
- Secured repeat business through supporting customers in a heavy call volume call center environment leading with email follow up
- Managed 50 inbound and outbound calls per day
Skills
- Microsoft Office Suite
- Zendesk
- Shopify
- SAP
- Gorgias
- Asana
- Salesforce
- NetSuite
- Okendo
- Sprinklr
- Magento
- Signifyed
- BirdEye
- Slack
- Shipstation
Timeline
E-commerce Consumer Experience Associate
Amika/Eva-NYC
10.2021 - Current
Customer Experience Associate
Factor75
09.2020 - 04.2021
Client Relations Supervisor
Drybar Support Center
05.2018 - 09.2019
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