Elizabeth Alfaro

My current position Involves one very important touchpoint and that is voice among others. As a customer care agent I play a vital role in being the support and voice for the customer. I am their first contact when they have concerns or complaints on their New Balance Products. My primary responsibilities include handling customer inquiries, resolving complaints, and managing communication channels. My skills in communication, problem-solving and empathy are just a few a set of my skills that I utilize when working with customers. There is always opportunities for improvement with ongoing training and education. Staying up to date with company protocol and product knowledge are mandatory.

• Developed cross-team strategies to align marketing initiatives with high-level business goals and aid sales and support personnel
• Recommended new products, services and packaging developments based on market research and benchmarking
• Made public presentations to customer groups, community groups and city officials
• Expanded strong network with regional media outlets through frequent interaction and promotional requests
• Conducted market research on company and competitor products to determine target audiences
• Established company's social media presence on Facebook, LinkedIn, YouTube, and Twitter

• Developed staffing strategies and allocated resources to meet business needs and customer service commitments and objectives
• Followed up and guided processes on operational goals, milestones and strategic planning
• Managed and made independent decisions regarding priorities of multiple complex calendars
• Planned and adhered to supply budgets to keep office stocked and stay on top of operations needs
• Prepared and negotiated contracts for services provided by external vendors
• Developed and met targets outlined in budgets for healthy cost control
• Scheduled daily workflow of administrative team for maximum productivity

• Prioritized workflow and resolved daily operational challenges to support goal achievement
• Communicated with team members on job functions, responsibilities, and financial goals
• Trained employees to follow standard work processes and learn role-specific skills
• Scheduled and planned daily tasks, training and development for team members
• Identified opportunities and implemented solutions for workflow, quality and process improvements
• Utilized computer equipment and programs to provide efficient communication and workflow
• Conducted daily and monthly audits on each team member to provide coaching on errors and areas needing improvement