Goal-driven professional with passion for optimizing customer success and ensuring delivery of a world-class experience. Adept at guiding cross-functional teams in effective tactics for nurturing customer relationships. Excel at building trust and credibility with customers and stakeholders while ensuring focus on business objectives.

Work Experience

05/2018 - present, Director of Customer Success, Goya Foods, Secaucus, NJ

Steer all facets of customer service operations for this producer of authentic Latino cuisine.
Oversee workflow distribution and monitor key performance indicators.
Direct management teams in effectively guiding direct reports to deliver top-notch support in responding to product inquiries and resolving issues.

02/2013 - 05/2018, Customer Success Manager, Bed Bath & Beyond, Clifton, NJ

Oversee all aspects of customer service operations.
Guide and coach teams in delivering top-notch support to customers in responding to product inquiries and resolving issues.
Prepare detailed reports for management on customer service metrics and staff performance.
Conduct performance evaluations and provide feedback on recommendations for improving productivity.

07/2011 - 02/2013, Store Manager, Target, Jersey City, NJ

Held full P&L accountability for sales revenue in excess of $14M.
Oversaw hiring, training and supervision of sales and customer service associates.
Formulated and executed business and sales strategies for driving profit gain.
Signed off on store-wide staffing schedules and other aspects of operational planning.

Education

09/2007 - 05/2011, Bachelor of Business Administration (BBA), New Jersey City University, Jersey City, NJ