Ciara Marzett
Elk Grove,CA
Summary
Personable professional with proven exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
Work History
Sales Manager
Yelp
03.2020 - Current
- Own and manage a pipeline of clients ranging from dentists to florists to restaurant owners- all organized in our CRM (Salesforce)
- Educate, strategic, and successfully sell Yelp advertising programs through a high volume of outbound sales calls - this role is 100% phone based
- Become an expert in Yelp’s advertising solutions, and adapt product recommendations quickly to suit client needs - asking probing questions and overcoming customer objections and rejection will be critical to your success
- Achieve and consistently exceed monthly sales goals- strong work ethic and tenacity are key!
- Stay organized and manage your time effectively in order to complete your daily goals- you know that sales is a numbers game and you’re here to win.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Prepared sales presentations for clients showing success and credibility of products.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
Customer Service Representative Supervisor
DoorDash
07.2017 - 03.2020
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Monitored front areas so that questions could be promptly addressed.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Managed customer service budgets for cost-effective staff and resource allocation.
- Onboarded and trained customer representatives to meet performance and service goals.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Implemented company policies and procedures for professional, cohesive customer care.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
Shift Supervisor
Starbucks
08.2013 - 07.2017
- Assigned tasks to team members based on individual strengths and promoted a teamwork-driven environment to meet goals
- Hired, appraised, trained, and disciplined members of the production team and provided constructive feedback for improvement of performance
- Motivated employees to improve performance with close mentoring and hands-on training
- Mediated between workers and management to obtain additional resources or resolve disputes
- Met or exceeded monthly production goals while maintaining compliance and efficiency
- Conducted team meetings to discuss innovations, new work processes, and to provide feedback to team members about compliance and accomplishments
- Proactively solved worker issues to keep the team working well together and on-task
- Advanced team by recruiting, leading, teaching, and promoting growth opportunities
- Motivated team members to meet goals and provided training and mentoring to improve performance.
- Helped store management meet standards of service and quality in daily operations.
- Analyzed sales figures and identified areas for improvement.
- Conducted shift inspections to evaluate operational activities and implement timely resolutions for diverse concerns.
- Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.
- Built performance-oriented culture with satisfied, hardworking employees by clearly highlighting employee success and developing leaders from within.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
Education
Associate of Science - Mass Communications
Sacramento City College
Sacramento, CA05.2016
Skills
- Cold Calling
- Conflict Management
- Help Desk
- Account Management
- Live Chat
- Technical Support
- Office Administration
- Desktop Support
- Troubleshooting
- Social media marketing (5 years)
- Salesforce
- Financial analysis (2 years)
- Computer Networking
- IT Support
- Remote Access Software
- Customer support
- Analysis skills
- Operating Systems
- CRM software
- Outbound sales
- Workday
- ATS
- Sales support
- Project management software
- Analytics
- Senior leadership
- Project Management
- Zendesk (6 years)
- Development in any professional field
- Customer Engagement Strategies
- Profit and Loss Forecasting
- Communication and Engagement Techniques
- Customer Satisfaction
- Profit and Revenue-Generating Strategies
- Goals and Performance
- Recruiting and Hiring
- CRM Software
- Employee Performance Evaluations
Languages
Spanish
Limited Working
Timeline
Sales Manager
Yelp
03.2020 - Current
Customer Service Representative Supervisor
DoorDash
07.2017 - 03.2020
Shift Supervisor
Starbucks
08.2013 - 07.2017
Associate of Science - Mass Communications
Sacramento City College
Similar Profiles
Devin KoperaDevin Kopera
Local Sales Manager at YelpLocal Sales Manager at Yelp
Savannah CurrySavannah Curry
Associate Manager at YelpAssociate Manager at Yelp
Danhi WilsonDanhi Wilson
Senior Elite Account Director at YelpSenior Elite Account Director at Yelp
Jonathan VillanuevaJonathan Villanueva
Senior Elite Account Director at YelpSenior Elite Account Director at Yelp
TAMANA ASHOFTATAMANA ASHOFTA
Cashier at CostcoCashier at Costco