Miranda Prince
Plano,TX
Summary
Dynamic Customer Service Lead with a proven track record in enhancing guest satisfaction and loyalty. Skilled in data-driven decision making and problem resolution, fostering strong relationships to improve service delivery.
Results-oriented professional with extensive experience in training and mentoring teams. Known for implementing process improvements that streamline operations and enhance customer experiences, contributing to measurable increases in service quality and team performance.
Overview
14
14
years of professional experience
Work History
Customer Services Lead
Cinemark
Frisco, TX
02.2021 - Current
- Led team in delivering exceptional customer service experiences, enhancing guest satisfaction and loyalty.
- Trained and mentored new staff on service protocols and operational procedures to ensure consistency.
- Resolved escalated customer issues efficiently, improving overall service quality and response time.
- Implemented process improvements that streamlined operations and reduced wait times for patrons.
- Analyzed customer feedback to identify trends and recommend actionable solutions for improvement.
- Managed scheduling and staffing needs to optimize coverage during peak operational hours.
- Fostered a positive team environment that encouraged open communication and collaboration among staff members.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Organized regular team meetings to share best practices, driving continuous improvement within the department.
- Conducted comprehensive candidate assessments and interviews to ensure cultural fit and skill alignment.
- Enhanced candidate experience through timely communication and personalized engagement throughout the hiring process.
- Collaborated with hiring managers to determine job requirements and understand departmental needs.
Customer Service Representative
Cinemark
02.2019 - Current
- Resolved customer inquiries and complaints effectively, ensuring positive experiences and satisfaction.
- Assisted in training new representatives on company policies and customer service techniques.
- Managed high-volume phone traffic while maintaining quality service standards consistently.
- Implemented feedback mechanisms to gather customer insights for process improvement initiatives.
- Analyzed customer interactions to identify trends and recommend enhancements to service delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Store Manager Trainer
Icing By Claire's
Frisco
01.2015 - 04.2019
- Developed training programs to enhance store operations and improve staff performance.
- Mentored new managers in effective leadership strategies and operational excellence.
- Implemented inventory management systems to optimize stock levels and reduce shrinkage.
- Analyzed sales data to identify trends and adjust merchandising strategies accordingly.
- Facilitated ongoing training sessions, fostering a culture of continuous improvement among staff.
- Streamlined onboarding processes, resulting in faster integration of new team members into store operations.
- Collaborated with upper management to establish operational goals aligned with company objectives.
- Supervised daily operations to ensure exceptional customer service and store presentation.
- Led team training sessions on product knowledge and sales techniques to enhance performance.
- Analyzed sales trends to identify opportunities for promotional activities and product placement.
- Boosted store sales through effective merchandising and strategic product placement.
- Developed and implemented recruitment strategies to attract top talent across various departments.
- Streamlined onboarding processes, enhancing new hire integration and satisfaction rates.
- Collaborated with department heads to identify staffing needs and create job descriptions.
- Utilized applicant tracking systems to manage candidate pipelines efficiently.
- Conducted interviews and assessments, ensuring alignment with organizational culture and values.
- Improved onboarding experience for new hires, creating a comprehensive orientation program.
Store Manager
Claires Stores Inc
Irving, TX
03.2012 - 02.2015
- Directed daily operations to enhance customer experience and optimize store performance.
- Developed training programs for staff to improve service standards and product knowledge.
- Analyzed sales data to identify trends and adjust inventory management strategies accordingly.
- Implemented visual merchandising strategies that aligned with corporate guidelines, boosting store appeal.
- Developed and implemented effective recruiting strategies to attract top talent.
- Streamlined hiring processes, reducing time-to-fill for key positions.
- Collaborated with department heads to identify staffing needs and prioritize recruitment efforts.
- Led training sessions for hiring managers on best practices in interviewing and candidate evaluation.
- Implemented visual merchandising strategies to optimize product presentation and drive sales.
- Analyzed sales data and inventory levels to inform purchasing decisions and promotions.
- Developed staff schedules to align with peak business hours for improved customer experience.
- Resolved customer inquiries and complaints, fostering a positive shopping environment.
Education
Associate of Science -
Associate of Science - Forensic Science
Collin College
Plano, TX05-2012
Skills
- Data-driven decision making
- Onboarding processes
- Screening resumes
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Computer proficiency
- Call center experience
- Microsoft Excel
- Professional telephone demeanor
- Microsoft PowerPoint
- Staff training
Timeline
Customer Services Lead
Cinemark
02.2021 - Current
Customer Service Representative
Cinemark
02.2019 - Current
Store Manager Trainer
Icing By Claire's
01.2015 - 04.2019
Store Manager
Claires Stores Inc
03.2012 - 02.2015
Associate of Science -
Associate of Science - Forensic Science
Collin College