Maia Calvano
Somerset,Massachusetts
Summary
Highly motivated and optimistic professional with a creative and results-driven approach. Boasting extensive experience in dynamic, team-oriented settings. Skilled in conflict resolution, adept at inspiring and guiding customer service teams, and proficient in administrative and scheduling management.
Overview
5
5
years of professional experience
Work History
Customer Experience Manager
Alexandra's Boutique
Fall River, MA
11.2024 - Current
- Handled high-pressure scenarios efficiently, ensuring professional demeanor in dispute resolution
- Directed sales team, oversaw sales metrics, trained a large sales team for better results
- Efficiently managed escalated calls to achieve mutual resolutions for customers and company
- Responded to customer requests for products, services, and company information
- Documented interactions with clients in detail to facilitate thorough follow-up and effectively resolve concerns
- Contributed to sales growth by upselling products and services based on individual customer requirements
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company
- Collaborated with product team to communicate customer feedback, resulting in product enhancements
- Educated customers about billing, payment processing and support policies and procedures
- Contributed to design and setup of merchandise displays promoting key products, creating aesthetically pleasing arrangements to attract customer attention
- Manage schedules and delegated shifts amongst retail staff based on store needs, payroll changes, and unforeseen staff shortages
- Developed and implemented interview strategies and participated in hiring
Customer Experience Coordinator
TJX Marshalls
Swansea, MA
09.2021 - 11.2024
- Responsible for managing operational controls at the Front Line and Service Desk
- Supervise staff and provide training and orientation to new associates to ensure daily tasks and ascertained customers' needs were met
- Promoted customer loyalty and consistent sales by engaging with customers
- Supervise other clerical staff and provide training and orientation to new staff
- Prioritized and managed service needs for 100-150 customers at one time, in a timely manner
- Manage merchandise pricing, merchandise markdowns, customer returns, etc.
- Greet visitors or callers and handle their inquiries or direct them to the appropriate staff
- Answer phone calls and give information, take messages, or transfer calls to appropriate staff
Retail Associate
JOANN Fabrics and Crafts
Swansea, MA
06.2020 - 09.2021
- Processed information and merchandise through the POS register system.
- Contributed to design and setup of merchandise displays promoting key products, creating aesthetically pleasing arrangements to attract customer attention.
- Worked closely with the shift manager to solve problems and handle customer concerns.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Trained new employees to perform daily tasks and tended to customers' needs
- Unloaded pallets of merchandise quickly to assure updated displays and shelves throughout a store
Education
High School Diploma - undefined
Somerset Berkley Regional High School
05.2020
Skills
- Customer Relationship Management
- Experienced in Microsoft Systems and Google Workspace
- Project Management
- Scheduling and Administrative Management
- Written and Verbal Communication
- Professional Telephone and Email Etiquette
- POS systems knowledge and accurate money handling
- Business Process Improvement
- Digital Marketing and Content Creation
- Data Entry and Analysis
- Product Merchandising
- Cross Functional Collaboration
- Multitasking
- Email Correspondence
- Organization
Timeline
Customer Experience Manager
Alexandra's Boutique
11.2024 - Current
Customer Experience Coordinator
TJX Marshalls
09.2021 - 11.2024
Retail Associate
JOANN Fabrics and Crafts
06.2020 - 09.2021
High School Diploma - undefined
Somerset Berkley Regional High School