Olivia Bellomo

Customer Service Manager

RYZE Superfoods

Sep 2023 - Current (3 years 2 months)

People Manager

Customer Experience Manager

mindbodygreencom

Mar 2022 - Feb 2023 (1 year)

Hired to improve customer service experience for 25k+ global clients and lead a team of 10 employees. Rapidly scaled customer support through process transformation and policy implementation. Recruited, trained, and mentored a high-performing team who felt aligned on culture and vision. Organically grew traffic and brand awareness through effective communication and messaging. Automated large-scale processes to reduce processing times.
• Overhauled customer experience workflows and pioneered a conceptual framework for launching outsourced solutions.
• Partnered with leadership, marketing, and E-commerce to secure synergy and surpass business objectives.
• Instituted a customer onboarding platform to secure and strengthen clie

Customer Service Team Lead

Latchel

Oct 2021 - Mar 2022 (6 months)

Equipped customer support team with tools, resources, and strategies to enable customer success for a $34M+ enterprise.
• Architected and redefined customer support solutions protocol to greatly improve retention, ratings, and reviews
• Standardized operational processes to reduce redundancy and streamline customer solutions in alignment with cross-
functional teams.
Results & Highlights
✓ Recruited, onboarded, and retained key personnel through effective training and support increasing retention by 25%. ✓ Introduced reporting tools to track, analyze, and report on data metrics which reduced manual reporting by 1-2 weeks. ✓ Supervised resolution process for 200-300+ client service requests while reducing hold times

Senior Customer Service Representative

Apple

Oct 2020 - Oct 2021 (1 year 1 month)

Created, developed, and implemented the customer experience strategy and overarching framework to drive productivity across a highly matrixed organization. Fielded concerns, monitored case load pipelines, and trained staff to improve customer facing communication skills and professionalism.
• Incorporated real-time data metrics to identify operational bottlenecks and create new routing workflows.
• Defined customer service standards and trained team members to empower their execution of such standards.
• Leveraged real time data analytics to assess key business outcomes in performance vs. metrics and gains vs. efficiency.

Voice & Chat Specialist, Customer Service Representative

Apple

Mar 2020 - Oct 2020 (8 months)

Rectified and controlled and dismantled customer service operations by proactively identifying client issues, concerns, and trends. Developed systematic responses and created training guidelines.

Sales Specialist

Apple

Sep 2019 - Oct 2020 (1 year 2 months)

E

Leasing and Maintenance Manager

Edgewood Properties Inc

May 2018 - Oct 2019 (1 year 6 months)

Front Desk Supervisor

Massage Envy

Aug 2017 - Oct 2018 (1 year 3 months)

About

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Timeline

Résumé

Olivia Bellomo

About

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Behavioral traits