Tamara S.

Experience

• 

  Canidae

  Feb 2017 - May 2020

  Engagement and Loyalty Manager

  Responsible for managing company’s day to day engagement and loyalty activities, new program and process development and implementation, working closely with manufacturing plants and Vet team to resolve product complaints, escalation management, report preparation, and other leadership functions.▪ Created new processes, KPI’s, and policies, which were instrumental in program success.▪ Designed and wrote customer service database, utilizing MS Access database to manage unit workflow.▪ Brought in outsourced Breeder Program, resulting in in-house savings of $50,000-plus per year.▪ Created and managed shipping and receiving department and warehouse inventory.Additional Experience:▪ Retail Sales/Shift Manager, Vom Foss, Claremont, California (2016-2017)▪ Sales/Purchasing/Marketing Specialist, Coldwell Banker Town and Country, Claremont, California (2015-2019)▪ Customer Service Manager, Yuneec USA, Inc., Ontario, California (2015)▪ Customer Service Manager, Galasso’s Bakery, Mira Loma, California (2013-2015)▪ Account Services Manager, Mitac Digital/Magellan, San Dimas, California (2012-2013)▪ Customer Service Manager, Amphion, Ontario, California (2008-2009) Show less

• 

  Then Angelic Dream Shop

  Jun 2020 - Apr 2022

  Owner/Director of Operations

  Responsible for managing daily company operations, profit and loss, staff training and supervision, workflow coordination, sales of pet care products, marketing plan development and execution, social media marketing, inventory management, new product introduction and promotion, and all aspects of customer relations.▪ Managed smooth, efficient, and profitable operations during tenure.▪ Oversaw Shopify E-Com Website, which was instrumental in promoting business.▪ Developed traditional and social media marketing plans and programs. Show less

• 

  Health Extension Pet Care

  Nov 2023 - now

  Customer Service Manager

  Directly responsible for managing customer service operations, staff training and development, new program and process development and implementation, dealing with and resolving escalated customer and account issues, staff performance evaluation, management reporting, and handling a wide variety of special projects.Selected Accomplishments and Initiatives:▪ Has led a large-scale customer service operation which has met all companywide expectations.▪ Developed the CSR Team, and trained them to successfully resolve all manner of customer issues.▪ Has implemented corrective actions to prevent recurrence, and enhance customer satisfaction.▪ Developed workflow, processes, training manuals, and auto responses, greatly enhancing unit efficiency.▪ Creates reports and metrics, utilized for tracking KPI’s and service level needs.▪ Originally hired as a Contractual Consultant. Show less