PRISCILLA CALVIN
Buena Park,CA
Summary
Goal-oriented professional with proven experience in multiple industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent. Able to adapt in any environment and enjoys learning new tasks, overcoming challenges, and supporting other team members.
Overview
17
17
years of professional experience
Work History
Customer Support Manager
KSLP, LLC
07.2019 - Current
- Structured, built and runs customer support departments for multiple online retail sites, including creation and implementation of current procedures
- Created policies for returns and shipping; email templates for customer support use
- Developed and implemented customer support strategies to enhance service quality and responsiveness.
- Collaborates with cross-functional departments to formulate product and process improvements based on customer feedback
- Handles customer calls, chats, emails, complaints, reviews, returns or warranty inquiries, shipping/tracking issues and other correspondence
- Maintains databases and spreadsheets to track customer information for ACH approval on future orders, shipping errors, chargebacks, etc.
- Disputes chargebacks, handles returns and refunds, records missed payments for ACH orders, reviews daily reports for ACH and credit card payments
- Reviews all incoming orders to identify errors in order information and prevent fraud
- Works closely with Shipping Team to correct shipping errors or inventory shortages and problem solves/communicates shipping issues for customers
- Utilizes WooCommerce, BigCommerce, Shopify, Yotpo, Stamps.com, LiveChat and multiple different financial or support platforms in daily work
- Assists in auditing products on all websites for availability, price changes, product changes, etc.
- Offers support to other departments and management to fill needs in administrative tasks, complex problem solving, campaigns, and new procedure development.
Office Administrator
WCM Manufacturing LLC & Capmatic America
01.2019 - 07.2019
- Set up company's QuickBooks Online, structured all templates, vendor and customer accounts invoicing procedures, product setup, inventory, etc.
- Accounts Payable/Receivable: Incoming and outgoing vendor credit applications, payments and collections. Maintained customer, vendor, and internal accounts; reconciled accounts
- Payroll, background screenings, hiring, employee paperwork and file maintenance, terminations
- Coordinated new sales for customers and handled materials purchasing and documentation
- Created production organization system to track existing and upcoming order deadlines, updated shop with expedited requests, outside processing coordination, processed and coordinated production shipments
- Assisted in documentation control for AS9100 implementation, created work order packets with necessary documentation, tracked materials and outside processing certifications
Mortgage Servicing Specialist II
New American Funding
10.2016 - 02.2019
- Boarded all assigned loans in Encompass and Black Knight systems; assisted team in boarding loans close to deadline
- Validated loan information after loans were boarded, logged codes for corrections, located and uploaded ACH information forms
- Created and maintained Microsoft Excel databases to record discrepancies and follow up on loans waiting for data correction
- Reviewed multiple daily reports to locate missing data and assigned task of acquiring data to appropriate departments
- Assisted management in training new hires, problem solving, development, and creating/writing new procedures
Customer Service & Sales Administrator/Office Manager
CROC/Turbo Ion, Inc.
07.2013 - 10.2016
- Daily in-person and phone customer service and sales interactions, database management, marketing assistance, social media management.
- Reviewed and set up new sales accounts; maintained and monitored existing accounts
- Created, monitored and managed ecommerce site, handled all online incoming and outgoing sales processing, invoicing and shipment tracking
- Managed client databases, developed new forms for processes, drafted all outgoing official notices to account holders, handled chargeback cases, and assisted other departments as needed
- Wrote company's sales product training manual, company policies, warranties, and new packaging/product documentation
- Managed hiring and training of trade show sales team, POS system and inventory, booth flow and coordination
- Completes all incoming and outgoing Repair Center calls, credit card transactions, and walk in appointments
Cocktail Waitress
Campus Billiards
07.2015 - 04.2017
Sales Associate
Payless Shoesource
03.2009 - 07.2013
Director of Client Services
Shatford Law
01.2013 - 03.2013
Lead Body Artist
Kaman's Art Shoppes, Inc.
02.2011 - 01.2013
Education
Bachelor of Arts - Pyschology
Arizona State University
Tempe, AZ05-2027
High School Diploma -
Calvary Chapel High School
Downey, CA2008
Skills
- Microsoft Office and Word proficient
- Client relationship building
- Demonstrated management skills
- Excellent customer service skills
- Professional phone etiquette
- Exceptional verbal and written skills
- Interdepartmental Collaboration
- QuickBooks experience
Timeline
Customer Support Manager
KSLP, LLC
07.2019 - Current
Office Administrator
WCM Manufacturing LLC & Capmatic America
01.2019 - 07.2019
Mortgage Servicing Specialist II
New American Funding
10.2016 - 02.2019
Cocktail Waitress
Campus Billiards
07.2015 - 04.2017
Customer Service & Sales Administrator/Office Manager
CROC/Turbo Ion, Inc.
07.2013 - 10.2016
Director of Client Services
Shatford Law
01.2013 - 03.2013
Lead Body Artist
Kaman's Art Shoppes, Inc.
02.2011 - 01.2013
Sales Associate
Payless Shoesource
03.2009 - 07.2013
High School Diploma -
Calvary Chapel High School
Bachelor of Arts - Pyschology
Arizona State University
Education
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