Marcel Thomas
Leander,US
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
11
11
years of professional experience
Work History
Retention Agent
The Real Insurance Lady
Houston, TX (Remote)
10.2021 - Current
- Ensure client has accurate information when selecting the best plan for the client
- Assisted customers with inquiries regarding account information, billing and service-related issues.
- Provided customer feedback to management team to ensure customer satisfaction.
- Identified potential areas of improvement for the retention process.
- Developed and implemented strategies to increase customer loyalty and retention rates.
- Analyzed data from surveys, interviews, focus groups and other research methods to identify potential retention opportunities.
- Maintained detailed records of all interactions with customers in order to track progress on retention efforts.
- Developed promotional materials such as email campaigns and direct mail pieces designed to increase customer engagement.
- Assisted in developing processes for tracking key performance indicators related to customer retention activities.
- Participated in weekly meetings with management team to review progress on retention initiatives.
- Created reports detailing trends in customer behavior, including churn rate, average revenue per user and lifetime value.
- Responded promptly and professionally to emails, phone calls, social media posts and other forms of communication from customers.
- Implemented creative solutions to deal with special circumstances.
Account Executive
Atmosphere
Austin, TX
01.2021 - 10.2021
- Developed and implemented a comprehensive sales plan to increase revenue in assigned territory.
- Provided timely customer service support to resolve any issues quickly and efficiently.
- Identified potential new customers through research of industry trends and competitive analysis.
- Analyzed customer data to develop targeted campaigns that increased customer loyalty and retention rates.
- Maintained accurate records of all sales activities using CRM software systems.
- Generated weekly reports on sales performance against targets for upper management review.
- Researched market conditions in local, regional, or national areas to determine potential sales of a product or service.
- Advised customers on best practices regarding product usage or maintenance procedures.
- Maintained updated knowledge of changing industry, standards and trends related to accounts.
Social Media Sales Advisor
GoDaddy
Austin, TX
05.2019 - 06.2020
- Presented strong leadership and problem-solving abilities to achieve set goals/targeted revenue
- Conducted high levels of professionalism with local business owners while providing constructive feedback and beneficial advice on any Digital Marketing/Social Media related issues
- Developed and implemented a comprehensive social media strategy to increase engagement on various platforms.
- Researched current trends in the industry and identified opportunities to expand reach.
- Collaborated with key stakeholders to create engaging visuals for use on social media.
- Analyzed data from analytics tools such as Google Analytics, Hootsuite, and Sprout Social to measure effectiveness of campaigns.
- Evaluated new technologies, strategies, and tactics related to digital marketing initiatives.
- Advised clients on best practices for managing their presence across multiple social media networks.
- Manage book of business utilizing CRM software (Salesforce) daily
- Recognized for providing effective team collaboration, a GoDaddy core value award Joining Forces.
Assistant Manager
T-mobile
Austin, TX
05.2015 - 05.2016
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Developed a system for tracking inventory and ordering supplies as needed.
- Monitored employee attendance records, timekeeping, and payroll information.
- Managed customer service inquiries and complaints in a timely manner.
- Collaborated with management on developing strategic plans for achieving business goals.
- Analyzed data from surveys or feedback forms to identify opportunities for improvement.
- Supervised daily operations including scheduling shifts, assigning duties.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
Assistant Manager
Finish Line at Barton Creek
Austin, TX
09.2012 - 05.2015
- Confirmed with customers that they had enjoyed our customer service and took actions to correct all issues
- Responsible for all hiring/screening of new employees
- Created weekly schedules, deposited store sales nightly, and took necessary actions for inventory
- Provide leadership while delegating tasks to associates, enhancing employee morale and teamwork
- Managed 10-12 employees daily, maximized the efficiency of the work force, and fulfilling shift requirements
- Taught advanced training classes for employees bi-weekly
- Maintained company's visual merchandise based off the promotional product
- Analyze data weekly to increase sales with specific brands from previous YTD metrics
- Maintained both individual and shift sales while monitoring the POS system and sales floor.
Education
Bachelor's degree in Business Marketing -
Huston-Tillotson University
01.2016
Garland High School
01.2010
Skills
- Cross-Functional Communication
- Performance Evaluation
- Trend Tracking
- Documentation Skills
- Data Review
- Customer Relations
- Report Preparation
- Data Analysis
- Employee Hiring
- Information Protection
- Retention Management
- Team Building
- Conflict Resolution
- Analytical and Critical Thinking
- Relationship Building
- Decision-Making
- Recruitment and Hiring
- Database Maintenance
- Willingness to Learn
- Complex Problem Solving
- Customer Relationship Management
- Retention Program Development
- HRIS Technologies
- Microsoft Office
Timeline
Retention Agent
The Real Insurance Lady
10.2021 - Current
Account Executive
Atmosphere
01.2021 - 10.2021
Social Media Sales Advisor
GoDaddy
05.2019 - 06.2020
Assistant Manager
T-mobile
05.2015 - 05.2016
Assistant Manager
Finish Line at Barton Creek
09.2012 - 05.2015
Bachelor's degree in Business Marketing -
Huston-Tillotson University
Garland High School
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