Taniesha King
Roseville,CA
Summary
Detail-oriented professional with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
25
25
years of professional experience
Work History
Online Sales & Service Manager
ELC Beauty
Roseville , CA
07.2008 - Current
- Daily engagement between an online staff of 150 employees, department managers and online customer base.
- - Manage communications between corporate messaging and online staff.
- - Execution of company brand via online product team, website and digital media and lead monthly brand refresh calls.
- - Project management and staff road mapping.
- - Develop and track staff expectations to ensure excellent customer service.
- - Develop content and facilitate training seminars, development conference calls and webinars.
- - Create pre-defined content and design for digital media campaigns (text, email, chat and social).
- - Manage escalations and operational logistics within the MAC online platform.
- - Manage and report on monthly KPIs for staff productivity, sales, product projections, social media statistics and insights.
- - Manage staff scheduling, onboarding and trainings.
- - Develop and initiate creative ways to keep staff and customer base engaged.
- - Manage documentation and logistics to support high level initiatives.
- - Schedule, plan and lead staff meetings, staff events and other informational seminars.
- Participated in cross-functional team-building activities.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
Artist & Staff Lead
Nordstrom
Riverside , CA
10.2001 - 07.2008
- Application and brand promotion.
- Develop and report monthly data related to sales, product knowledge, and inventory standards.
- Work with staff to reconcile in store money and receipts.
- Ensure superior customer service.
- Develop team goals and creative ways to build staff engagement and team rapport and staff acknowledgements.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored newly hired employees on operations and and developed training.
Marketing and Training Facilitator
County Of San Bernardino
San Bernardino, CA
10.1998 - 10.2003
- Facilitate courses, provide customer service and manage trainings.
- Responsible for creative project management.
- Design and develop course material ie: training resources, advertisements, posters and other marketing material.
- Create and track staff development projects.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Collected data on program effectiveness through surveying, data analysis and other methods and implemented solutions for improvement.
- Collaborated with inter-department teams to identify areas in need of improvement and implement solutions.
Education
Associate of Arts - Communications
RIverside Community College
Riverside, CASkills
● Excellent ability to work with diverse groups of individuals
● Clear understanding of what is needed to provide superb customer service
● Positive leader and team player with an understanding of how to build an encouraging work environment
● Ability to take initiative and work both individually and within a team
● Experience working under deadlines and within tight parameters
● Outstanding organizational and project management skills
Timeline
Online Sales & Service Manager
ELC Beauty
07.2008 - Current
Artist & Staff Lead
Nordstrom
10.2001 - 07.2008
Marketing and Training Facilitator
County Of San Bernardino
10.1998 - 10.2003
Associate of Arts - Communications
RIverside Community College
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