MARCO RODRIGUEZ
Customer Experience Leader And Sales Development Expert
Lake Worth Beach,Florida
Summary
Team-oriented self-starter and training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Founder
C Marino Investments
West Palm Beach, FL
01.2022 - Current
- Currently managing $1.5 million dollars in single family real estate assets Successfully sourced distressed properties under market value by conducting extensive market research, networking with real estate agents, and utilizing online platforms and databases
- Conducted thorough property evaluations to identify renovation opportunities and potential value-add improvements, considering factors such as market trends, buyer preferences, and cost analysis Utilized strong analytical skills to evaluate market conditions, property appraisals, and financial projections to determine optimal sale prices, ensuring maximum return on investment
- Demonstrated exceptional attention to detail in managing property documentation, legal contracts, and compliance requirements, ensuring smooth and legally compliant property transactions.
Multi-Unit Customer Experience Manager
TESLA
West Palm Beach, FL
11.2018 - 08.2021
- Led and managed a high-performing team of customer experience specialists, driving exceptional customer satisfaction ratings and maintaining a customer-centric culture
- Implemented data-driven approaches to analyze customer feedback and identify pain points, leading to the implementation of targeted solutions and process improvements
- Established and maintained strong relationships with key stakeholders, including executive leadership, sales teams, and service technicians, ensuring alignment and collaboration across departments to deliver a seamless customer experience
- Created and executed comprehensive training programs for customer experience team members, enabling them to consistently deliver exceptional service and resolve customer issues effectively
- Successfully handled and resolved escalated customer issues, utilizing strong problem-solving skills and a customer-centric approach to ensure timely and satisfactory resolutions
- Developed and monitored key performance indicators (KPIs) to assess customer experience metrics, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and First Contact Resolution (FCR), and implemented strategies to continually improve performance
Owner Advisor
Tesla
San Francisco, CA
09.2015 - 11.2018
- Achieved consistent success in meeting and surpassing new vehicle order and delivery goals, demonstrating a strong ability to drive sales and meet customer demands in a fast-paced electric vehicle industry
- Collaborated closely with internal teams, such as inventory management and logistics, to ensure smooth and timely vehicle deliveries, maximizing customer satisfaction and minimizing order fulfillment delays
- Demonstrated exceptional communication and negotiation skills, effectively managing customer expectations and resolving any issues or concerns to ensure a positive and seamless buying experience
- Leveraged CRM systems and sales tools to efficiently manage and track customer interactions, facilitating follow-ups, and maintaining accurate customer records for future reference and business development
Private Clients Consultant
BURBERRY
San Francisco, CA
01.2014 - 07.2015
- Generated annual sales of over $1 million by cultivating and leveraging long-standing relationships with high-end clients, utilizing appointment-based selling to provide personalized and exclusive service
- Implemented effective marketing strategies, including organizing and coordinating marketing events, to attract new clients and further engage existing clientele, resulting in increased sales and brand loyalty
- Utilized digital look books and innovative technology to enhance the customer experience and drive sales, providing clients with convenient access to curated collections and personalized recommendations
- Executed impactful marketing events and digital look books to attract new clients and reinforce the brand's unique offerings, effectively expanding the customer base and driving sales conversions
- Coordinated cross-functional collaborations between sales, visual merchandising, and marketing teams to ensure cohesive product presentations and compelling marketing campaigns that drove sales and brand loyalty
Senior Product Specialist/Key Holder Supervisor
Burberry
San Francisco, CA
01.2008 - 12.2014
- Consistently exceeded sales targets and achieved individual and team performance goals, earning recognition for exceptional sales performance and contribution to the stores success
- Developed and executed comprehensive training modules on the company's heritage products, equipping sales teams with in-depth knowledge and expertise to effectively educate clients and maximize sales opportunities
- Implemented targeted customer retention strategies, utilizing personalized wardrobe consultations and tailored product recommendations to enhance customer satisfaction and drive repeat business
General Manager
MEN’S WEARHOUSE
Boca Raton, FL
01.2007 - 01.2008
- Successfully managed a team of two assistant managers, four sales associates, and three tailors, fostering a high-performance work environment through effective coaching, training, and staff development initiatives
- Conducted weekly inventory audits, ensuring accuracy and efficiency in stock management, resulting in improved inventory control, minimized discrepancies, and enhanced customer satisfaction through readily available merchandise
- Conducted regular coaching sessions and performance evaluations to identify individual strengths and areas for improvement, providing targeted training to enhance sales techniques, customer engagement, and overall team performance
Education
Business Administration And Management
08.2001 - 07.2003
Fully bilingual; fluent in English and Spanish
Skills
Project Management
Coaching and mentoring
Training and Development
Sales processes
Timeline
Founder - C Marino Investments
01.2022 - Current
Multi-Unit Customer Experience Manager - TESLA
11.2018 - 08.2021
Owner Advisor - Tesla
09.2015 - 11.2018
Private Clients Consultant - BURBERRY
01.2014 - 07.2015
Senior Product Specialist/Key Holder Supervisor - Burberry
01.2008 - 12.2014
General Manager - MEN’S WEARHOUSE
01.2007 - 01.2008
City College of San Francisco - , Business Administration And Management
08.2001 - 07.2003