1. 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

2. 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

3. 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