Social Justice
Open To Work
Milvia Duarte
San Francisco,CA
Summary
Experienced bilingual customer experience professional with over 10 years in client-facing roles. Led initiatives that increased memberships and revenue while improving operational systems and customer satisfaction. Excels in collaborative, mission-driven environments and adapts to evolving organizational needs.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
Work History
Garden Shop Coordinator
San Francisco Botanical Garden at Strybing Arboretum
San Francisco, USA
08.2022 - Current
- Oversaw daily retail operations for 150+ visitors, ensuring welcoming customer experiences
- Trained and supported volunteers to enhance team effectiveness and improve visitor engagement
- Improved administrative systems and workflows, reducing errors by 20%
Visitor Experience Lead Agent
San Francisco Botanical Garden at Strybing Arboretum
San Francisco, USA
07.2021 - 08.2022
- Delivered high-quality visitor services, increasing satisfaction through personalized engagement
- Designed and implemented new systems, driving a 15% increase in memberships and donations
- Led transition to paperless processes, reducing paper usage by 40%
- Contributed to JEDI initiatives to enhance accessibility and inclusivity
Customer Service Representative
Balboa Pet Hospital (AAHA Certified)
San Francisco, USA
09.2018 - 03.2021
- Assisted 50+ clients daily in high-volume veterinary setting, providing empathetic and detail-oriented service
- Maintained accurate medical records and guided clients through procedures and care plans to ensure comprehensive understanding
- Promoted services to clients, leading to 10% increase in retention
Customer Accounts Manager
Kate McIntyre State Farm Agency
San Francisco, USA
07.2017 - 08.2018
- Generated and managed leads, exceeding sales targets by 12%, contributing to revenue growth
- Built strong client relationships through personalized, needs-based service
- Managed policy inquiries, claims, and billing accurately and efficiently, ensuring timely resolutions for clients
Café Manager
Haight Street Market
San Francisco, USA
08.2015 - 04.2017
- Managed inventory, purchasing, and vendor coordination to optimize product availability for Café and Grocery store retail sales
- Increased customer engagement by 25% through targeted marketing and social media initiatives
- Led hiring, training, and supervision of an 8-person team
Education
B.A. - Psychology
San Francisco State University
San Francisco, CA 08.2022 - 01.2025
Skills
- Bilingual communication (English & Spanish)
- Customer relationship management (CRM)
- Leadership and staff training
- Workflow optimization
- Plant care
- Conflict resolution
- Sales and membership growth
- Diversity, equity, and inclusion initiatives
- Administrative and digital systems
- Merchandise display
- Policy enforcement
- Employee training
- Task delegation
- Store operations oversight
- Operational budgeting
- Hourly shift management
- Problem-solving
- MS office proficient
Additional Information
Strong commitment to equity, accessibility, and community-centered work, Experience with environmentally sustainable workplace practices, Proficient in Google Workspace, Microsoft Office, POS systems, and CRM platforms
Quote
Those who do not want to imitate anything, produce nothing.
Salvador Dalí
Interests
Nature Conservation
Basketball
Community Building
Languages
English
Native language
Spanish
Proficient (C2)
C2
French
Beginner
A1
Timeline
B.A. - Psychology
San Francisco State University
08.2022 - 01.2025
Garden Shop Coordinator
San Francisco Botanical Garden at Strybing Arboretum
08.2022 - Current
Visitor Experience Lead Agent
San Francisco Botanical Garden at Strybing Arboretum
07.2021 - 08.2022
Customer Service Representative
Balboa Pet Hospital (AAHA Certified)
09.2018 - 03.2021
Customer Accounts Manager
Kate McIntyre State Farm Agency
07.2017 - 08.2018
Café Manager
Haight Street Market
08.2015 - 04.2017