Laura M. Iniguez
Joliet
Summary
Detailed E-Commerce Manager with over 10 years of hands-on experience overseeing online sales and presence of web companies with CX and Inside Sales Department. Skillful in troubleshooting online website issues, tracking website functionality, and organizing promotions.
Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Inside Sales Account Manager
Easy Healthcare Corporation
10.2014 - Current
- Managed complex accounts with multiple stakeholders effectively, navigating challenging situations diplomatically to maintain positive customer relations. Customer acquisition and maintenance. Provided organic marketing and social media presence via events, promotional fliers, blog and email correspondence based on health & medical topics.
ECommerce Cx Manager
Easy Healthcare Corporation
09.2014 - Current
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Streamlined customer service processes, leading to more efficient resolution of inquiries and complaints.
- Led cross-functional meetings to align marketing, sales, and customer service strategies, fostering cohesive brand experience.
Education
Bachelor of Science - Psychology
Illinois State University
Normal, ILSkills
- Cross-Functional Collaboration
- Voice of Customer Analysis
- Customer Empathy
- Data Analytics
- Customer Acquisition
- Training and Onboarding
- Microsoft Office
- MS Office Suite
- Canva
- Klaviyo
- Shopify and Word Press navigation - Content buildup / Multi channel systems function
- Blog Writer - Technical Writing content
- Calendar Management
- Promotional Events
- Campaign Management
- Social Media Platforms
- Omni channel eCommerce navigation ( eBay, Amazon, Shopify, WordPress, Walmart, Target, Kroger, and Wish)
- Jira
- Slack
- LiveChat
- Zendesk
- ERP
- Office@hand / At&t phone services
- Multichannel Social Media ( youtube, fb, instagram, tik tok)
- GoogleDocs
- Boss
- Amazon Case follow through
Accomplishments
Helped over 1 Million women achieve pregnancy through Premom
Participated in Marketing projects including - Blog content writing, Promo campaigns, language content manual / ad product writing
Also led Inside sales 10 years to bring in multiple high end accounts including Cleveland Clinic and Mayo Clinic as a B2B vendor
Implemented Phone service through Office@hand
Led Livechat implementation
Maintained Shopify inventory and promotional backend for inside sales
Obtained over 90 K sales leads during the first couple years through organic sales
Helped facilitated global CS task and reporting to obtain FTC standards
Insides Sales manager
Maintained over 29 Mil in Sales revenue across Omni channel retail stores
Certification
Certified as a Premom Instructor Training Educator
Paralegal Certification completion - Truman College, Chicago, IL
PERC certified - currently active
Timeline
Inside Sales Account Manager
Easy Healthcare Corporation
10.2014 - Current
ECommerce Cx Manager
Easy Healthcare Corporation
09.2014 - Current
Bachelor of Science - Psychology
Illinois State University
Similar Profiles
Gagandeep Kaur KaurGagandeep Kaur Kaur
Personal Care Assistant at Easy HealthcarePersonal Care Assistant at Easy Healthcare
Murugan RuganMurugan Rugan
Jr. Full Stack Developer at Easy Solutions CorporationJr. Full Stack Developer at Easy Solutions Corporation
Rosanna StavoleRosanna Stavole
Office Assistant at Easy Plastic Containers CorporationOffice Assistant at Easy Plastic Containers Corporation
Soila ContrerasSoila Contreras
Registration/Front Desk Receptionist at International Dental Joliet/Dynasty Dental PLLCRegistration/Front Desk Receptionist at International Dental Joliet/Dynasty Dental PLLC
Richard CasillasRichard Casillas
Shift Leader at ChipotleShift Leader at Chipotle