Liza Cueva

Experience

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  Verizon

  Jul 2006 - Jul 2007

  Customer Service Representative

  As a Bilingual Customer Service Representative at Verizon Wireless, my primary responsibility was to achieve first call resolution within the bilingual queue. I specialized in handling calls in Spanish, providing assistance to clients in understanding their bills and navigating their phones.Key Responsibilities:First Call Resolution: I was entrusted with the crucial task of resolving customer inquiries and issues on their initial call. By leveraging my knowledge and expertise, I aimed to provide efficient and effective solutions, ensuring a positive customer experience.Bilingual Support: Given my proficiency in Spanish, I predominantly handled calls from Spanish-speaking clients effectively communicating with customers in their preferred language and addressing their specific needs.Billing and Phone Education: I played a vital role in educating clients about their bills and phone functionalities. I patiently explained billing statements, clarified charges, and helped customers understand their usage and payment options. Additionally, I provided guidance on phone features, troubleshooting common issues, and assisting with device setup.Key Achievements:First Call Resolution Excellence: I consistently achieved high rates of first call resolution by effectively addressing customer concerns and providing accurate information, I minimized the need for follow-up calls and enhanced overall customer satisfaction.Bilingual Customer Satisfaction: My ability to communicate fluently in Spanish and provide top-notch support to our Spanish-speaking clients. I fostered trust and rapport, ensuring that language barriers did not hinder their experience.At Verizon Wireless, I took pride in my role as a Bilingual Customer Service Representative. I helped clients gain a better understanding of their bills and phones. Through my dedication to customer satisfaction, I positively impacted the overall service quality provided by Verizon Wireless. Show less

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  Mission Yoga

  Jul 2009 - Mar 2022

  Yoga Instructor

  As a Yoga Instructor and Front Desk Operations Manager at Mission Yoga, I played a dual role in facilitating yoga classes and managing the front desk operations of the studio.Key Responsibilities:Yoga Instructor:Led engaging and inspiring yoga classes.Front Desk Operations Manager:Managed the front desk operations, including scheduling classes, handling customer inquiries, and maintaining studio records. Assisted with membership registrations, class bookings, and payments, ensuring smooth and efficient transactions.Coordinated with instructors, ensuring class schedules were up to date and accurately reflected on the studio's website and other platforms.Key Achievements:Enhanced Customer Experience: Through my attentive and friendly approach at the front desk, I contributed to an exceptional customer experience. By promptly addressing inquiries and providing support, I helped create a welcoming and inclusive environment for students.Effective Class Management: As a yoga instructor, I received positive feedback from students regarding the clarity and accessibility of my class sequences. Students appreciated my hands-on adjustments and individualized attention, resulting in improved alignment and overall progress.Streamlined Operations: In my role as the Front Desk Operations Manager, I implemented systems and processes to streamline administrative tasks. This included digitizing records, optimizing class scheduling procedures, and enhancing communication channels with students and instructors.In my combined role as a Yoga Instructor and Front Desk Operations Manager at Mission Yoga, I was dedicated to creating a nurturing and transformative yoga experience for students. By providing exceptional instruction, managing front desk operations, and fostering a positive and inclusive atmosphere, I contributed to the success and growth of the studio. Show less

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  Big Billy, Inc. DBA Great American Music Hall & Slim's

  Nov 2013 - Mar 2022

  Server

  As a Server at Big Billy, Inc. Great American Music Hall & Slim's, I thrived in a dynamic and fast-paced work environment. I successfully managed multiple tables simultaneously, demonstrating my ability to handle complex and demanding situations. Despite the challenging nature of the job, which involved working in a dark and loud setting, I consistently delivered exceptional service.Key Highlights:Multitasking Excellence: Juggling multiple tables, I excelled in maintaining efficiency and attentiveness while meeting the diverse needs of guests. With exceptional organizational skills, I ensured that each customer received prompt and personalized service, even in a busy and fast-paced environment.Adaptability and Resilience: Working in a dark and loud setting presented unique challenges. However, I quickly adapted to the environment, remaining focused and composed throughout my shifts. I effectively communicated with guests, colleagues, and the management team, ensuring smooth operations and a positive customer experience.Exceptional Customer Service: Despite the demanding nature of the job, I actively listened to their needs, offered menu recommendations, and ensured that their dining experience was memorable and enjoyable. I fostered positive relationships with customers, resulting in a loyal customer base and repeat business.Team Collaboration: Within the bustling atmosphere of the music venues, I collaborated closely with my colleagues to maintain a cohesive and efficient work environment. By communicating effectively and supporting one another, we collectively delivered exceptional service and created a welcoming atmosphere for guests.During my tenure as a Server, I demonstrated resilience, adaptability, and the ability to thrive in a fast-paced and demanding environment. With a commitment to delivering exceptional customer service, I contributed to the success of both music venues, ensuring that each guest had an unforgettable experience. Show less

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  Love Story Yoga

  Sept 2018 - Sept 2023

  Retail Manager

  As a Manager at Love Story Yoga, I was entrusted with the crucial task of ensuring that every student who walked through our doors had a remarkable and welcoming experience. With a passion for creating a warm and inclusive environment, I dedicated myself to establishing and nurturing strong relationships with our staff, colleagues, vendors, and most importantly, our valued guests.Key Responsibilities:Quality Guest Experience: I was responsible for orchestrating a seamless and enjoyable experience for all students. This involved greeting and assisting students, answering inquiries, and providing accurate information about our classes, workshops, and events. By anticipating and addressing individual needs, I ensured that each guest felt valued and supported throughout their journey at Love Story Yoga.Relationship Building: I actively fostered strong relationships with the entire Love Story Yoga community. This included collaborating with our talented staff to create a cohesive and harmonious team environment. Additionally, I developed rapport with colleagues, vendors, and partners, building a network of trusted connections to enhance the overall guest experience.Continuous Improvement: I consistently sought opportunities to improve our offerings and exceed our guests' expectations. By actively listening to feedback and staying up-to-date with industry trends, I contributed to the ongoing evolution of Love Story Yoga's services, programs, and facilities. This dedication to continuous improvement ensured that we consistently delivered a high-quality experience to our guests. Show less

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  Lululemon

  May 2022 - Aug 2023

  Key Leader

  Key Responsibilities:As a Key Leader at Lululemon, I played a pivotal role in driving team success and delivering exceptional customer experiences. I identified gaps in educator performance and proactively addressed them through customized role-play trainings through careful observation and feedback.Customized Role-Play Trainings: To address these needs, I designed and implemented personalized role-play trainings. These focused on enhancing product knowledge, customer engagement, communication, and problem-solving skills.Performance Evaluation and Feedback: Alongside trainings, I provided ongoing performance evaluations and constructive feedback to educators. I offered personalized coaching and mentorship, fostering a culture of continuous growth and improvement.Achievements:Enhanced Educator Performance: Customized role-play trainings resulted in improved educator performance. Educators gained confidence, demonstrated better product knowledge, and honed their customer engagement skills. This led to higher customer satisfaction and increased sales conversion rates.Strengthened Team Collaboration: By fostering open communication and a safe learning environment, I promoted collaboration within the team of educators. This resulted in improved teamwork, shared knowledge, and collective growth, positively impacting overall performance.Recognized Training Expertise: My commitment to identifying training gaps and providing tailored solutions earned recognition from both the team and Lululemon leadership. I became a trusted resource for training and development, offering guidance and support to fellow leaders and educators.In my role as a Key Leader at Lululemon, I dedicated myself to the growth and development of our team. I empowered educators to excel and provide exceptional experiences to our customers. I fostered a positive and engaging work environment where every team member felt supported and equipped to succeed. Show less