Tamara Lee
San Diego,CA
Summary
Proven leader in customer experience, adept in cross-functional collaboration and data analytics, enhanced Intuit's customer engagement through innovative programs and digital expertise. Leveraged customer empathy and CRM software proficiency to drive significant improvements in satisfaction and loyalty, showcasing a track record of transforming challenges into impactful customer-centric solutions.
Overview
13
13
years of professional experience
Work History
Customer Experience Manager
AMC Theatres
01.2016 - 05.2024
- 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.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Customer Engagement Manager
Intuit
04.2012 - 08.2015
- Managed a team of customer service representatives to ensure timely and efficient resolution of customer inquiries and concerns.
- Launched successful incentive programs that rewarded loyal customers while also attracting new clientele.
- Championed a culture of exceptional customer service within the organization, setting high standards for team performance and leading by example.
- Conducted regular staff training sessions on best practices in customer engagement, improving overall team performance and communication skills.
- Increased repeat business through exceptional customer service delivery and relationship building techniques.
Customer Service Representative
Navy Federal Credit Union
05.2011 - 01.2012
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor Of Communications - Communications
SDSU
San Diego, CA05.2018
Skills
- Cross-Functional Collaboration
- Voice of Customer Analysis
- Customer Empathy
- Data Analytics
- Account Management
- Training programs
- Program Improvement
- CRM software proficiency
- Service design thinking
- Digital channel expertise
Timeline
Customer Experience Manager
AMC Theatres
01.2016 - 05.2024
Customer Engagement Manager
Intuit
04.2012 - 08.2015
Customer Service Representative
Navy Federal Credit Union
05.2011 - 01.2012
Bachelor Of Communications - Communications
SDSU