Gema Washington, Customer Service Specialist | Office Management | Case Management | Executive Assistant

About

Experienced and Driven Customer Service Professional | Adept in Diverse Industries | Committed to Excellence With a passion for delivering exceptional customer experiences, I am a highly motivated Customer Service Professional eager to propel my career to new heights within the dynamic Customer Service industry. My extensive skill set includes exceptional communication, problem-solving, efficient time management, and a dedication to providing top-notch service. Throughout my journey, I have gained valuable experience across various domains, including Case Management, Office Management, HR Administrative Assistance, E-Commerce Management, Helpdesk Management, Quality Assurance, and Hospitality. This diverse background allows me to bring a unique perspective and innovative solutions to every challenge I encounter. My project management expertise shines through as I successfully manage and execute projects, ensuring compliance with client-specific requirements, on-time delivery, and accurate reporting—all while upholding unwavering quality standards. A strategic thinker at heart, I take pride developing, and implementing action plans, and procedures that boost productivity and efficiency across operations. My commitment to providing exceptional service extends to all stakeholders, fostering strong relationships and cultivating trust. I am driven to make a difference in an ethical work environment that values learning, creativity, innovation, inclusivity, and upward mobility. If you seek a versatile and accomplished Customer Service Professional who thrives on challenges and continually seeks improvement, let's connect and explore the possibilities of working together.

Experience

Manifesting Gems LLC

May 2022 – Present

E-Commerce Manager

Write, design, and execute engaging content including text, video, and images for various social media platforms Foster positive interactions with the online community, responding promptly to comments, messages, and inquiries to build and maintain a strong social media presence. Manage the packing and shipping processes for customer orders, implementing streamlined procedures that reduced fulfillment time by 85%, ensuring timely and accurate deliveries. Interact with customers via email and social media Explores and initiates collaborations with influencers, other businesses, and relevant partners. Create and manages paid advertising campaigns on social media platforms

Freelance

Jan 2021 – Present

Personal Chef Assistant

Greet clients warmly and professionally, taking detailed orders and processing payments with attention to detail. Clean and sanitize kitchen surfaces, utensils, and equipment promptly. Assist in chopping, slicing, and dicing ingredients, following the chef's guidance. Season and marinate ingredients under the chef's supervision. Execute cooking techniques as directed, monitoring times and temperatures for food safety. Plate dishes with precision, focusing on presentation. Compile and maintain a comprehensive shopping list, sourcing high-quality, fresh ingredients. Keep track of food inventory levels, communicate restocking needs, and rotate stock for freshness. Organize storage areas for optimal efficiency. Wash dishes, utensils, and kitchen equipment promptly and following proper procedures.

LA Business Personnel (Contracted)

Sep 2021 – Oct 2022

Case Manager

Directed comprehensive case management services for the federal COVID emergency rental assistance project, offering crucial support to families affected by COVID-19 through rent and utility assistance initiatives. Conducted thorough case reviews, ensuring submission of all required documents and compliance with eligibility criteria. Maintained proactive communication with applicants, resolving issues, and guiding them through the application process. Expertly used tracking databases, managing multiple cases simultaneously with efficient progress monitoring. Utilized online sources to verify and validate documents, ensuring accuracy. Organized training sessions for new employees, imparting knowledge and company policy understanding.

Vital Proteins (Contracted)

Sep 2019 – Dec 2019

Office Manager / HR Assistant

Successfully managed office operations for seamless workflow and efficiency in a fast-paced environment. Acted as a crucial liaison between senior stakeholders and the office team, ensuring effective communication and issue resolution. Spearheaded office space enhancements, introducing creative concepts for a motivating work environment. Coordinated office events and celebrations, boosting team spirit and employee engagement. Proactively managed resources and supplies for cost-effectiveness and uninterrupted operations. Implemented organizational systems for efficient documentation retrieval. Conducted job interviews, onboarding orientations, and comprehensive training for new employees. Maintained employee files, collected employment and tax data, and managed background checks. Collaborated with HR to update office policies in compliance with regulations and industry best practices.

Bugaboo North America, Inc (Contracted)

Apr 2019 – Sep 2019

Client Success / E-Commerce Manager

Provided exceptional customer service with personalized product recommendations. Recorded and documented customer data, complaints, and escalations for meticulous record-keeping. Demonstrated deep product and policy knowledge for top-tier customer support. Proficient in aligning products/services with customer needs. Collaborative team player, optimizing operations in fulfillment and inventory management. Successfully managed high-volume customer inquiries, upholding a positive brand image. Engaged in cross-functional collaboration with sales, marketing, warehouse, logistics, and support teams to drive client success. Expertly handled B2B and B2C E-Commerce customers, efficiently managing internet sales and inquiries.

SQA Services, Inc

Jul 2017 – Apr 2019

CAPA Manager

Oversaw aerospace Corrective and Preventive Actions (CAPA) to ensure compliance with stakeholder requirements and regulations. Managed a team of technical reviewers and the CAPA team, providing training and support for efficient issue resolution. Created and closed CAPA accounts while maintaining precise documentation. Expertly handled escalated accounts, delivering prompt resolutions. Provided professional support through phone and email to suppliers and stakeholders. Generated flowcharts and weekly metric reports to visualize process workflows and communicate CAPA progress transparently. Managed supplier deadlines, coordinating timely deliverables. Tracked project progress regarding deadlines and stakeholder needs. Scheduled meetings, addressed technical issues, and facilitated collaboration. Implemented streamlined processes tailored to stakeholder-specific requirements. Identified improvement opportunities and developed strategies for efficient CAPA closure. Engaged in ongoing training and professional development for enhanced client service. Prepared and presented comprehensive CAPA reports to senior management and stakeholders. Served as the central helpdesk contact, overseeing training, onboarding, escalations, and inbox management for reliable support services.

Education

California State University Northridge

Aug 2009 – May 2015

Bachelor of Science, Kinesiology

Gema Washington

Customer Service Specialist | Office Management | Case Management | Executive Assistant

Skills

Languages