Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
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Vanessa Morales

Vanessa Morales

Eagle Mountain,UT

Summary

Results-driven Customer Service Manager with a successful history of leading and inspiring high-performing teams in dynamic e-commerce settings. Demonstrated expertise in implementing data-driven strategies to enhance customer satisfaction, engagement, and retention. Proven ability to establish and manage KPIs, leverage data insights, and foster cross-functional collaboration. Seeking to leverage skills and experience at Just Ingredients to contribute to a customer-centric and innovative work environment.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Director of Customer Experience

HempLucid
11.2018 - Current
  • Led team of dedicated Customer Service professionals, ensuring exceptional service, communication, and adherence to company standards.
  • Inspired and empowered team members to grow their skill sets and refine capabilities, fostering a positive and collaborative team environment.
  • Directly handled and taught the team to manage customer inquiries, feedback, and escalations, consistently improving customer service skills.
  • Designed and executed initiatives to enhance customer satisfaction, loyalty, and retention by leveraging feedback loops.
  • Established and managed customer service KPIs and dashboards, reporting regularly and leveraging data insights.
  • Established and managed a comprehensive knowledge base and Standard Operating Procedures (SOPs) for the customer service department, ensuring streamlined processes and continuous improvement.

Licensed Massage Therapist

Alpine Spinal Rehab
01.2016 - 11.2018
  • Effectively managed time to ensure all appointments ran smoothly without compromising the quality of service provided to clients.
  • Assessed clients to determine appropriate massage techniques to apply.
  • Collaborated with healthcare professionals to develop comprehensive treatment plans addressing clients'' specific pain or injury concerns.
  • Promoted relaxation and stress relief with soothing aromatherapy treatments and calming environments.

Customer Service Team Lead

Younique Products
06.2014 - 12.2015
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained telephone call records in CRM.
  • Exceeded phone support QA guidelines for service level, handle time and productivity.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company.
  • Trained new personnel on company operations, policies, and phone etiquette.

Education

LMT - Massage Therapy

Utah College of Massage Therapy
Lindon, UT
10.2015

Skills

  • Data-Driven Mindset
  • Customer Retention Strategies
  • Staff Management
  • Relationship Building
  • Project Management
  • Data Analytics & Data Management
  • Customer Service
  • Cross-Departmental Alignment
  • Training and Onboarding
  • Process Improvement
  • Quality Assurance

Certification

200 hr Yoga Teacher Training, Inbalance February 2022 - April 2022

References

Bryce Hays 

Project Manager 

Mit45

bryce@mit45.com | 8013582254

Former Colleague at HempLucid


Jody Chen 

Massage Therapist 





Timeline

Director of Customer Experience

HempLucid
11.2018 - Current

Licensed Massage Therapist

Alpine Spinal Rehab
01.2016 - 11.2018

Customer Service Team Lead

Younique Products
06.2014 - 12.2015

LMT - Massage Therapy

Utah College of Massage Therapy

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Vanessa Morales