Wendy Valdez
Los Angeles,CA
Summary
Proactive, well-organized sales leader successful at meeting and exceeding targets with strategic approaches. Organized and motivated individual that is eager to apply time management and organizational skills in various environments. Seeking exciting new opportunities to expand skills while facilitating company growth.
Overview
9
9
years of professional experience
Work History
Senior Associate of Customer Experience & Operations
Goop
11.2021 - Current
- Contributed to Quality Assurance, Logistics, Marketing, Operations, Dropship and Beauty Concierge teams
- Created and managed multiple reports for cross functional teams
- Retained product, service, and company policy knowledge to serve as resource for both team and customers
- Utilized consultative selling techniques to educate and offer existing customers additional services to drive sales
- Managed outbound call process, triaged customer voicemails, and determined priority level of responses
- Handled customer complaints courteously using appropriate techniques, problem-solving skills, and follow-up logs
- Improved processes for business operations, gifting orders and dropship orders
IT Manager
GFashion
06.2020 - 11.2021
- Manage and lead projects to promote customer service experience
- On call in service of logistics and user experience
- Planned, purchased, installed, and maintained all tech devices within Los Angeles office
- Supervised all life cycle processes pertaining to IT framework
- Examined established systems for invoicing, accounting, reporting and data abilities and provided updates to Commercial Director
- Provided technology consultation for growing businesses, making recommendations, and upgrading existing systems
- Made recommendations for enhancements to communications, tools, capabilities, and product lines to improve customer experience
Customer Experience Manager
Dover Street Market
10.2018 - 02.2020
- On-call troubleshooting to ensure quality of customer service is maintained
- Hosted weekly meetings to promote and improve client experience
- Conducted routine monthly workshops to train all new hires on CRM & ERP software
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service
- Drove customer escalations to resolution by engaging directly with clients
- Revised department schedules to maximize coverage during peak hours
- Coached, developed, and motivated team to achieve revenue goals
- Improved profit margins by streamlining operations and workflow
- Took initiative to complete all necessary device purchases and software licenses to fit the needs of the business
Operations Manager
Aesop
04.2015 - 10.2018
- Creating rapport with amenity account holders & partnerships
- Managing and coordinating company events that directly benefit surrounding communities
- Created corrective actions based on adverse KPI trends
- Designed and implemented programs within stores that directly contributed to local children's writing non-profit, 826LA
- Produced and conducted relationship building platform within North America and Australia
- Guided employees on understanding and meeting changing customer needs and expectations
- Implemented policies and standard operating procedures and managed quality, customer service and logistics
- Managed scheduling, training, and inventory control
- Planned delivery routing, team workflows and promotional initiatives
- Recruited, hired, and trained crew members on application of projects, customer relations and customer service
Education
Bachelor of Arts - Fine Art
California Institute of The Arts
Valencia, CA05.2014
Skills
- Client Engagement
- Verbal and Written Communication
- Attention to Detail
- Creative Problem Solving
- Record and File Management
- Relationship Building
- Event Planning
- Brand Promotion
- Computer Proficiency and Microsoft Office
- POS & CRM Software
- Inventory Management
Timeline
Senior Associate of Customer Experience & Operations
Goop
11.2021 - Current
IT Manager
GFashion
06.2020 - 11.2021
Customer Experience Manager
Dover Street Market
10.2018 - 02.2020
Operations Manager
Aesop
04.2015 - 10.2018
Bachelor of Arts - Fine Art
California Institute of The Arts
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