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Skills

  • Collaborative decision-making
  • Team management
  • Point of sale knowledge
  • Cross-functional team collaboration
  • Consumer Advocacy Software Jira
  • Active listening
  • Strategic problem-solving
  • Team Leadership
  • Store opening and closing
  • Client Representation in Arbitration

Work Experiences

  • Achieved results within the past year.
  • Analyzed 5 report outcomes to identify patterns in consumer fraud, developing educational materials that reduced incidents by 50%.
  • Addressed QuickBooks-related safety issues.
  • Achieved a 59% resolution success rate.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Assisted businesses in preventing breaches.
  • Looked for industry trends on social media and through online sources.
  • Answered 9 calls per one year to help customers with their questions and concerns.
  • Coached customers on fraud prevention strategies, resulting in a 37% decrease in reported incidents across Phoenix.
  • Addressed client concerns.

Summaries

  • Accomplished in drafting legal correspondence and negotiating favorable terms for clients, with a track record in recovering over $17 in total compensation for disputes.
  • Achieved a 26% increase in awareness.
  • Addressed recurring service issues.
  • Experienced Sales Assistant with 9 years in the retail industry.
  • Award-winning Consumer Advocate.
  • Connect with customers and recommend target offerings to effectively promote products and increase revenue.
  • Advocated on issues impacting Miscellaneous-focused consumer concerns.
  • Within Miscellaneous, senior Consumer Advocate and outstanding performer in stakeholder engagement and risk assessment.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Achieved a 53% reduction in complaints.

Accomplishments

  • Achieved a 24% reduction in unresolved complaints by introducing a streamlined complaint tracking system.
  • Advocated for consumers in legal disputes, attending mediation and representing clients on over 14 disputes in the last the past year.
  • Collaborated with external regulators to develop a best practices guide for handling escalated consumer disputes, adopted by 69% of the industry.
  • Successfully resolved 14 consumer inquiries within the past year, sustaining a resolution rate above 65% and enhancing overall customer satisfaction.
  • Monitored social media to identify emerging consumer issues and proactively resolve them, decreasing overall negative sentiment by 59%.
  • Documented and resolved metric which led to category.
  • Led educational workshops for 14 clients, raising awareness of consumer rights and contributing to a 52% decrease in follow-up complaints.
  • Collaborated with consumer rights organizations to push legislative changes, resulting in the implementation of improved consumer policies in 2016.
  • Developed a consumer rights database from the ground up, increasing data accessibility by 65% and user engagement by 52% in 2024.
  • Negotiated settlement terms for 4 high-profile consumer disputes, achieving 49% client satisfaction and favorable outcomes.

Affiliations

  • American Consumer Council (ACC)
  • American Medical Informatics Association
  • National Association of Social Workers
  • Certified Professional in Healthcare Quality (CPHQ) Credentialing Advisory Group
  • International Association of Business Communicators (IABC) Consumer Advocacy Division
  • American Marketing Association (AMA) Consumer Advocacy Chapter
  • American Society of Safety Professionals
  • Customer Experience Professionals Association (CXPA)
  • American Association of Retired Persons (AARP) Consumer Advisory Board
  • Association for Computing Machinery

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Social Responsibility and Consumer Rights Certification
  • Advanced Negotiation Skills Certification from method
  • Google Certified Professional Cloud Architect
  • Legal Research and Writing Certification from program
  • Certified Public Accountant (CPA)
  • Service Design and Delivery Certification from framework
  • Certified Customer Service Manager (CCSM) from The Institute of Customer Service
  • Public Policy and Advocacy Certification from standard
  • Certified Dispute Resolution Specialist (CDRS)

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