Katie Salazar

Katie Salazar --https://www.linkedin.com/in/katie-salazar/ EXPERIENCE SKIMS, Los Angeles, CA — CX Operations May 2021 - August 2023 - Uploaded daily approvals into our database. - Approved orders on Netsuite that were flagged for fraud. - Handled domestic and global disputes with carriers. - Managed chargebacks on platforms like Paypal, Shopify, Afterpay, and KLARNA. - Conducted daily pulls of domestic, international, and warehouse claims, uploading them to our warehouse (radial). - Initiated communication regarding canceled packages, address updates, and low-rated feedback. - Conducted bi-weekly one-on-one meetings to review completed tickets and progress. -Onboarding Training of new Agents Iris & Romeo, Los Angeles — Customer Success Manager (contract) April 2022 - July 2022 -Developed and maintained customer success plans, outlining clear goals, milestones, and action items. -Monitored customer usage data and conducted in-depth analysis to provide actionable insights and recommendations for improvement. -Acted as a liaison between customers and internal teams, facilitating effective communication and issue resolution. -Implemented customer feedback mechanisms. -Provided leadership in resolving escalated customer issues, ensuring a timely and satisfactory resolution. Safely, Los Angeles — Customer Success & Social Media Feb 2021 - Jan 2022 -Managed day-to-day administrative duties, including creating reports and answering emails. - Responded to customer inquiries via emails, chats, and SMS messages. - Handled social media inquiries on platforms such as FB, IG, and Twitter via Sprout Social. - Calculated end-of-day reports for social media statistics. Guess Jeans HQ, Los Angeles — Customer Success Specialist (Contract) September 2020 - March 2021 -Performed day-to-day administrative duties, including answering phones and creating various reports. - Addressed customer phone calls regarding orders, gift cards, store complaints, lost packages, and other inquiries. - Filed reports for daily calls and each case. - Followed up with customers to ensure refunds were processed and issues were resolved. -Onboard Training of new agents Iron Mountain Entertainment Services, Los Angeles — CSM August 2019 - September 2020 -Assisted in overseeing daily operations of the customer service department. - Supported the recruitment and training of new customer service representatives. - Managed escalated customer issues, ensuring prompt resolution and customer satisfaction. - Conducted regular team meetings to communicate updates, goals, and best practices. - Assisted in developing and implementing customer service strategies to improve efficiency and customer experience. Silverlake Pool & Inn , Los Angeles — Concierge November 2019 - August 2020 - Conducted day-to-day administrative tasks, including answering phones and creating various reports. - Managed the front desk operations, including assigning rooms for incoming arrivals for the day and the next day. - Set up amenities for VIP guests and coodinatedspecial requests with their stadd throught there stay. - Sent follow-up emails to checked-out guests to ensure the highest level of service and encourage Trip Advisor reviews. Ivory Rose & Bridal Novias, El Paso, Texas — Social Media Manager May 2019 - October 2019 - Social media strategy development and execution - Content creation, copywriting, and visual storytelling - Social media advertising and campaign management - Social media analytics and reporting - Trend analysis and staying updated on industry trends - Proficiency in social media platforms (Facebook, Instagram, Twitter, LinkedIn, Pinterest) - Strong communication, collaboration, and project management skills The Sit Down LA, Los Angeles — Manager, Social Media Coordinator and Events Coordinator October 2016 - September 2019 -Oversee all aspects of restaurant operations, including staff management, inventory control, and budgeting. - Recruit, train, and develop front-of-house and back-of-house staff members. - Collaborate with the chef to develop and update menus based on customer preferences and market trends. - Monitor inventory levels and control costs through effective purchasing and waste reduction strategies. - Conduct regular team meetings to communicate goals, expectations, and performance feedback. -Plan, coordinate, and execute a wide range of events, including private parties, corporate gatherings, and special celebrations. - Manage event inquiries, reservations, and contracts, providing timely and clear communication to clients. - Coordinate with the culinary and service teams to design customized menus and beverage packages. - Oversee event logistics, including setup, decoration, audiovisual equipment, and entertainment. - Handle post-event follow-up, including collecting feedback and addressing any issues or concerns. - Maintain records and documentation for all events, including budgets, timelines, and guest lists. - Promote and market the restaurant's event offerings to drive business growth. - Develop and execute social media strategies to increase brand awareness, engagement, and online presence for the restaurant. - Monitor social media channels for comments, messages, and reviews, responding promptly and professionally. SKILLS Impressive organizational aptitude, quick study, sociable. Proficient in a diverse array of software including Microsoft Word, Excel, PowerPoint, Gorgias, Sprout Social, Shopify, Afterpay, Paypal, Kustomer, Tidio, Adobe Premiere, Final Cut, Outlook, OPERA, Salesforce, Netsuite, ROMS and adept at navigating various search engines. Skilled in multiple POS systems and proficient in managing various hospitality tablets. LANGUAGES English (fluent) Spanish (fluent) EDUCATION University of Texas at El Paso, El Paso, Texas — General Business Major January 2012 - August 2018