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Dolly Irizarry

@dollyirizarry

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Experienced customer success expert passionate about driving customer satisfaction.

United States

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What I'm looking for

I am looking for a role that values customer relationships and offers opportunities for growth and development.

I am an experienced customer success expert dedicated to helping customers achieve their goals. With advanced knowledge of customer success strategies and principles, I strive to leverage my strong customer relationships to enhance retention and drive revenue growth. My commitment to customer satisfaction is evident in my ability to streamline processes and improve service levels.

Throughout my career, I have successfully managed customer relationships and implemented effective onboarding strategies. At Amazon, I oversaw compliance guidelines and streamlined processes related to leave of absence requests, resulting in a 20% reduction in processing times. My proactive approach to identifying issues and gaps in customer service has led to significant improvements in employee satisfaction and compliance rates.

In previous roles, I have demonstrated my ability to enhance customer satisfaction through attention to detail and effective communication. My experience as an Account Representative at SunTrust Banks allowed me to improve customer satisfaction by 95% and increase account retention by addressing customer needs proactively. I am passionate about utilizing my skills to create a positive impact in any organization I join.

Experience

Work history, roles, and key accomplishments

Current

Case Manager/Leave of Absence Specialist

Current

Amazon

Nov 2021 - Present (3 years 7 months)

Oversaw compliance guidelines while handling LOA cases and employee case management initiatives, streamlining processes to reduce processing times by 20%. Identified potential issues and gaps in customer service using data analysis to develop solutions and improve the customer experience.

Compliance Management Process Improvement Data Analysis Customer Experience Employee Relations HR Policies

Virtual Executive Assistant

Amazon

Mar 2020 - Nov 2021 (1 year 8 months)

Performed data entry and updated databases, resulting in increased accuracy and reduced errors. Implemented new systems for managing client schedules and maintained a comprehensive filing system, leading to improved efficiency.

Data Entry Database Management Scheduling Administrative Support Organizational Skills Communication

Account Representative

SunTrust Banks

Sep 2017 - Apr 2018 (7 months)

Focused on improving customer satisfaction and account retention by proactively identifying and addressing customer needs and concerns. Successfully worked with delinquent second mortgage account holders to bring their accounts current, reducing delinquency.

Customer Service Account Management Customer Retention Financial Acumen Communication Problem Solving

Office Manager

Azzurra Development LLC

Jan 2016 - Jan 2017 (1 year)

Assisted with developing the company's business plan, including market research and financial projections, and supported a successful marketing campaign. Managed vendor negotiations, office supply procurement, and introduced a real-time financial tracking system.

Business Planning Market Research Marketing Support Vendor Management Procurement Negotiation Budget Management

Account Representative

SunTrust Banks

May 2008 - Jan 2015 (6 years 8 months)

Improved customer satisfaction by 95% and increased account retention by proactively identifying and addressing customer needs. Identified customer needs to develop solutions, increasing upsell opportunities and additional revenue.