Monica Zien
Vista,CA
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
8
8
years of professional experience
Work History
Customer Experience Manager
1043 Media
07.2020 - Current
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
- Enhanced customer satisfaction by implementing a streamlined feedback system.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.
Shipping and Logistics Manager
Rocks For The Spirit
10.2018 - 06.2020
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Herbal Production Specialist
Mickleberry Gardens
02.2016 - 08.2018
- Kept production schedules on track by consistently meeting deadlines and prioritizing urgent orders when necessary.
- Delivered quality products with effective use of control procedures and good inspection skills.
- Maintained equipment in good working order by checking settings and operation, troubleshooting problems and completing basic repairs.
- Increased production capacity by training new employees on machinery operation and safety protocols, strengthening the overall workforce.
- Streamlined documentation practices to facilitate easy tracking of work orders, change requests, and quality control records.
- Maintained compliance with industry regulations concerning environmental impact, workplace safety standards, and product quality requirements.
Education
No Degree - Herbal Medicine
Elderberry School of Medicine
Portland, OR10.2018
Skills
- Cross-Functional Collaboration
- Voice of Customer Analysis
- Customer Empathy
- Data Analytics
- Training programs
- Training and Onboarding
Timeline
Customer Experience Manager
1043 Media
07.2020 - Current
Shipping and Logistics Manager
Rocks For The Spirit
10.2018 - 06.2020
Herbal Production Specialist
Mickleberry Gardens
02.2016 - 08.2018
No Degree - Herbal Medicine
Elderberry School of Medicine