Summary
Overview
Work History
Education
Skills
Languages
hobbies
Quote
Timeline
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Marcelle Bondima

Marcelle Bondima

The Bronx,NY

Summary

Veteran manager offering nearly two decades of experience in leadership positions. Focused on building and enhancing relationships, meeting service needs and maintaining smooth administration of all department operations. Desire growth-oriented position in dynamic, fast-paced environment. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

9
9
years of professional experience

Work History

Expert Client Advisor

Coach
01.2015 - 01.2017
  • Implemented and developed customer service training processes.
  • Promptly responded to inquiries and requests from prospective customers.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Managed timely and effective replacement of damaged or missing products.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Opened and closed store independently and prepared nightly bank drop for manager.
  • Greeted customers and helped with product questions, selections, and purchases.

Customer Support Manager

Solstice Marketing Concepts / Solstice Sunglasses
12.2020 - Current
  • Managed customer service effectiveness by monitoring performance and assessing metrics.
  • Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
  • Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
  • Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
  • Monitored employee performance to identify areas for improvement and additional training needs.
  • Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
  • Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
  • Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Liaised with marketing team to define customer outreach strategy to optimize customer engagement.
  • Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
  • Managed department call volume of over 25 calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
  • Maximized productivity by supervising, mentoring and scheduling team of two customer support personnel to meet organizational and operational objectives.
  • Managed call logs, enhanced invoicing data and resolved customer issues to improve operational efficiency by 97% .

Bar and Restaurant Manager

Sapoara
10.2020 - 04.2022
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
  • Reconciled cash and credit card transactions to maintain accurate records.
  • Correctly calculated inventory and ordered appropriate supplies.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Led and directed team members on effective methods, operations, and procedures.
  • Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
  • Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
  • Assisted in development and implementation of new menus to offer variety and options to customers.
  • Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
  • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
  • Brainstormed and implemented creative event concepts and themes.
  • Managed administrative logistics of events planning, event booking, and event promotions.
  • Performed event coordination for larger parties and gatherings.
  • Consulted with customers to determine objectives and requirements for events.
  • Developed post-event reports to determine effectiveness of each event.
  • Designed and implemented efforts to publicize events and promote sponsorships.
  • Developed space planning concepts, color palette selections, and textile presentations.
  • Participated in furniture selection and documentation of specifications.
  • Assisted clients with budget considerations and made recommendations for furniture, wall hangings and decor items.
  • Selected furniture, lighting and accessories to enhance design concepts.
  • Coordinated schedules and timelines for events.
  • Created and maintained event expenditures, budgets and timelines in job-related software.
  • Communicated with catering, lighting and sound team to obtain price quotes.
  • Arranged availability of audio-visual equipment, transportation and displays for various types of events.
  • Coordinated florists, photographers, and musicians for events.
  • Worked closely with couples to meet wedding goals, maintain deadlines and resolve complaints or service issues.
  • Trained and supervised event staff to complete tasks on time.
  • Developed creative themes for events and created related activities to engage attendees.
  • Evaluated existing plans, processes and events planning services to identify opportunities for improvement.
  • Created detailed timelines and budgets for events to meet all deadlines.
  • Coordinated transportation and parking arrangements for guests and vendors.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Identified issues, analyzed information and provided solutions to problems.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Organized and detail-oriented with a strong work ethic.
  • Strengthened communication skills through regular interactions with others.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Excellent communication skills, both verbal and written.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Worked well in a team setting, providing support and guidance.
  • Proven ability to learn quickly and adapt to new situations.
  • Self-motivated, with a strong sense of personal responsibility.

Assistant Store Manager

Skechers
04.2017 - 08.2021
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Rotated merchandise and displays to feature new products and promotions.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
  • Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
  • Met with managers to discuss vacancies, applicant qualifications and characteristics of top candidates.
  • Collaborated with HR leadership regarding candidate salary determinations.
  • Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
  • Created and implemented forward-thinking initiatives to improve employee engagement.
  • Recruited top talent to maximize profitability.
  • Organized and detail-oriented with a strong work ethic.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Passionate about learning and committed to continual improvement.
  • Excellent communication skills, both verbal and written.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Store Manager

Solstice Marketing Concepts/ Solstice Sunglasses
08.2019 - 08.2020
    • Managed inventory control, cash control, and store opening and closing procedures.
    • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
    • Completed point of sale opening and closing procedures.
    • Rotated merchandise and displays to feature new products and promotions.
    • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
    • Assisted with hiring, training and mentoring new staff members.
    • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
    • Approved regular payroll submissions for employees.
    • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
    • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
    • Reconciled daily sales transactions to balance and log day-to-day revenue.
    • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
    • Supervised guests at front counter, answering questions regarding products.
    • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
    • Developed and implemented successful staff incentive programs to motivate employees.
    • Trained new employees on proper protocols and customer service standards.
    • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
    • Interacted well with customers to build connections and nurture relationships.
    • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
    • Trained and guided team members to maintain high productivity and performance metrics.
    • Assisted in recruiting, hiring and training of team members.
    • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
    • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
    • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
    • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
    • Supervised creation of exciting merchandise displays to catch attention of store customers.
    • Managed purchasing, sales, marketing and customer account operations efficiently.
    • Reported issues to higher management with great detail.
    • Implemented business strategies, increasing revenue and effectively targeting new markets.
    • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
    • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
    • Implemented innovative programs to increase employee loyalty and reduce turnover.
    • Reduced operational risks while organizing data to forecast performance trends.
    • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.

Education

Bachelor of Arts - Cultural And Social Anthropology

John Jay College of Criminal Justice of The City University of New York
New York, NY
08.2018

No Degree - Contemporary Dance

Alvin Ailey Extension
New York, NY
09.2023

Skills

  • Conflict Resolution
  • Leadership and Strategy
  • Effective Communication
  • Cultural Competency
  • Adaptability
  • Team Building and Training
  • Results Oriented
  • Community Engagement
  • Ethical Leadership

Languages

English
Native or Bilingual
French
Native or Bilingual
Spanish
Limited Working

hobbies

Community Garden Member - La Finca Del Sur and Rodale Pleasant Park Community Garden-2023

Mentoring Youth- G.E.M.S (Girls Emerging Into Mature Sisters)-2016

Volunteer- R.L.C. (Rescuing Leftover Cuisine)-2023

Volunteer- Be My Eyes-2020

Quote

Opportunities Don't happen.You create them.
Chris Grosser

Timeline

Customer Support Manager

Solstice Marketing Concepts / Solstice Sunglasses
12.2020 - Current

Bar and Restaurant Manager

Sapoara
10.2020 - 04.2022

Store Manager

Solstice Marketing Concepts/ Solstice Sunglasses
08.2019 - 08.2020

Assistant Store Manager

Skechers
04.2017 - 08.2021

Expert Client Advisor

Coach
01.2015 - 01.2017

Bachelor of Arts - Cultural And Social Anthropology

John Jay College of Criminal Justice of The City University of New York

No Degree - Contemporary Dance

Alvin Ailey Extension

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Marcelle Bondima