Elizabeth San Miguel 714-392-5927 ● Cypress, CA 90630 ● sar1esw@yahoo.com https://www.linkedin.com/in/elizabethssanmiguel CUSTOMER CARE ACCOUNT MANAGER

PROFESSIONAL PROFILE Customer Care Account Manager and Customer Retention Specialist with extensive experience in the publishing field and a broad range of knowledge of Digital and Directory Publishing, Customer Service, Web Design, Graphic Design, and Technical Support. Resolved complex digital account escalations and provided superior technical support to clients, sales management and executive leadership. Specialized in customer retention, personally handling and resolving over 10,000 escalated client account issues. Key Skills include: • Customer Service • Technical Support • Internet Publishing • Client Care Specialist • Web Consultant • Graphic Design • Troubleshooting • Custom Website Sales • Sales Support • Escalation Resolution • Vendor Liaison • Website Specialist

TOOLS & TECHNOLOGY Adobe Web Premium CS 4, Photoshop, Illustrator, Acrobat, Ecommerce, Web Development, Web Design, Wordpress, Graphic Design, HTML, CSS, PC & Apple OS, WebEx, GoToMeeting, Hostopia EasySiteWizard, Estore, Salesforce.com, Cloud Services, Remedy Force, Microsoft Office, Microsoft Outlook, Microsoft Word, Excel, PowerPoint, PL SQL Developer, Avaya, Hipchat, Zendesk, Performance Metrics, CRM, Atlas, VAST, VISION, PeopleSoft, Launchpad, Oracle, Vision, E-Learning, URL Registration, URL Management, Web Hosting, Prostore Certification, Custom Website Sales

PROFESSIONAL EXPERIENCE Account Pro, Mopro, Irvine, CA Dec 2015 – present

Engage with clients by phone and email to provide premier customer service Help clients understand the power of marketing while motivating them to identify and reach their marketing goals Fulfill client requests and provide expert guidance regarding our process, marketing strategy, and products Promote open, clear communication between multiple teams Coordination and content sourcing involved in fulfilling new client accounts. Educate new clients on maintaining their accounts Research and resolve client issues and escalations, while managing multiple projects seamlessly

Customer Care Representative, Alta Resources, Brea, CA Nov 2015 – Dec 2015 Providing professional “best in class” service and sales support for existing and prospective customers by using a consultative approach. Working directly with clients in all capacities including, but not limited to, inbound and outbound phone support, email, chat, data entry, surveys, validation of orders and social media. Facilitating, analyzing and resolving any customer issues, providing full spectrum of product support, and following up to resolve customer concerns in an accurate and timely manner to ensure customer retention and loyalty. Serving as a company ambassador delivering a high level of professionalism and quality through the delivery of exceptional customer service and support. Completing, maintaining and processing all client records with attention to detail to ensure accurate data in CRM and all client systems.

Customer Service, Customer Retention, Team Lead, Dex Media, Los Alamitos, CA May 2010 – August 2015

Handled high volume of complex technical client escalations, which saved multiple website accounts from potential cancellation, retaining customers and revenue Coordinated with vendor/supplier support and executive escalation team to solve time sensitive and urgent website, fulfillment and sales issues and maintain excellent relationship and ongoing support Built customer relationships through client interactions and resolved clients’ digital product issues Researched client’s account history to provide action plan for resolving the errors which saved multiple accounts from cancellation Provided solutions as a subject matter expert for all internal digital teams, which supported all digital publishing functions Handled sales support issues and provided root cause analysis to sales management and area vice presidents resulting in client renewals Created, analyzed and reported daily account statuses on Excel spreadsheets for executive leadership team and addressed any account aging issues to ensure timely fulfillment of clients’ websites Maintained understanding of current web technologies or programming practices through continuing education, reading, workshops, or groups in order to stay current and provide excellent service Fulfilled clients’ digital web package including websites, mobile applications, search engine marketing campaigns, social media, and client profile Successfully worked through office closure while continuing to provide excellent support to clients and sales. Set a positive example for team members during a difficult transitional period

Web & Ecommerce Account Manager, SuperMedia (formerly Verizon), Los Alamitos, CA May 2006 - August 2010

Managed customer accounts and designed websites to meet client needs while staying within budget Trained incoming web design staff members on creating new websites and website mock ups, which saved the company from using the full time on staff trainer Designed and built ecommerce online stores for new clients and maintained ongoing relationship Created web page mock ups for sales representative presentation to client, resulting in multiple sales of new websites

Website Designer, Account Manager, Verizon (formerly GTE), Los Alamitos, CA March 2000 - May 2006 Website account manager, working directly with clients to gather website content and artwork to complete their website to desired specifications, resulting in client account retention

ACCOMPLISHMENTS & AWARDS Employee of the Month, October, 2014 MVP - Los Angeles Regional Employee Award, 2013 Perfect Attendance Award, 5 consecutive years of perfect attendance Employee of the Month, June, 2010 Employee of the Month, January, 2009 Employee of the Month, November, 2009 Top Performer for Customer Service Excellence, 2008

EDUCATION & TRAINING Associate of Arts, Advertising Design, Fullerton College, Fullerton, CA Alpha Gamma Sigma Honor Society

Bachelor of Arts, Fine Art, California State University, Long Beach, Long Beach, CA