Summary
Overview
Work History
Education
Skills
Timeline
Generic

Marc Mandap

Ridgefield Park,NJ

Summary

Dynamic guest services professional with a proven track record at Prudential Center Arena, adept at team management and conflict resolution. Successfully enhanced customer satisfaction ratings by 10% through strategic process improvements and effective problem-solving. Committed to delivering exceptional experiences while fostering a collaborative work environment.

Overview

5
5
years of professional experience

Work History

Coordinator of Guest Services

Prudential Center Arena
Newark, NJ
06.2024 - Current
  • Manage a team of 100+ employees in a fast-paced environment, ensuring that proper tasks are delegated over a wide spread of 20+ events and NHL games in the course of a month
  • Handle escalated guest inquiries and complaints, providing service to 20,000+ attending guests during an event
  • Actively collaborate with different department leads to assess needs and proactively ensure KPIs are met daily
  • Orchestrate a high-grade guest experience, working to manage crowd flow, resolve issues promptly, and exhibit stellar customer service that increased customer satisfaction ratings by 10% since joining

Arena Services

New York Red Bulls
Harrison, NJ
02.2024 - Current
  • Utilize various types of machinery, work in a team atmosphere, and adhere to company policies and safety regulations to service up to 20,000 attendees
  • Maintain guest satisfaction while providing proper assistance to daily operations which includes guest services, guest flow and overall productivity of our team.
  • Coordinate with other associated departments to implement process improvements and train new employees upon arrival to maximize productivity.

Store Manager

Bubble Tea-Licious
Jersey City, NJ
05.2022 - 01.2024
  • Supervised daily store operations, ensuring efficient workflow and high standards of cleanliness, product quality, and customer service.
  • Hired, trained, and managed a team of staff members, fostering a positive work environment and reducing turnover by 10%.
  • Monitored and analyzed store KPIs (sales, labor costs, customer reviews) to inform decision-making and drive continuous improvement.

Customer Relations & Sales Manager

International Torch LLC
Passaic, NJ
08.2020 - 01.2022
  • Provided service to up to 100 daily customers to improve customer retention by delivering outstanding service and proactively resolving concerns, fostering loyalty and long-term relationships.
  • Conducted in-depth investigations to address customer issues, ensuring prompt resolutions and enhancing overall satisfaction.
  • Improved workflow processes working to elevate store efficiency and team productivity by 10%.

Education

Communications & Media Arts

Montclair State University
Montclair, NJ

Skills

  • Event coordination
  • Team management
  • Customer satisfaction
  • Conflict resolution
  • Venue Operations
  • Computer: Microsoft Office (Word, Excel, Powerpoint, Teams), Google (Document, Spreadsheet, Presentation)

Timeline

Coordinator of Guest Services

Prudential Center Arena
06.2024 - Current

Arena Services

New York Red Bulls
02.2024 - Current

Store Manager

Bubble Tea-Licious
05.2022 - 01.2024

Customer Relations & Sales Manager

International Torch LLC
08.2020 - 01.2022

Communications & Media Arts

Montclair State University

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