Marcus Nowhitney
Tempe,AZ
Summary
Friendly Service Advocate with extensive customer follow-up experience to reach mutually satisfactory resolutions. Committed to improving customer satisfaction by constantly pursuing new ways to improve customer service. Adept at troubleshooting problems with customers professionally and emphatically.
Innovative and customer-focused professional with experience in service advocacy. Outstanding problem-solving, conflict resolution and leadership traits. Confident in building excellent rapport with customers and ensuring complete satisfaction with services and products. Experienced in resolving internal and external issues productively.
Overview
5
5
years of professional experience
Work History
Barista
Dutch Bros.
06.2024 - 04.2025
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Cleaned counters, machines, utensils, and seating areas daily.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Controlled line and crowd with quick, efficient service.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
Service Advocate
Target
05.2021 - 12.2024
- Created efficient work environment to foster clear and precise communication with external parties including team members as well as guests.
- Developed and implemented training classes to educate team members.
- Engaged with guests on any topic they'd need to enhance overall well-being in and outside of store.
- Provided excellent service and supportive suggestions to assist clients facing issues and problems.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high call volumes while maintaining quality service standards and positive customer interactions.
- Maintained detailed knowledge of company products and services to provide accurate information to clients.
- Demonstrated empathy and active listening skills when dealing with frustrated customers, diffusing tense situations effectively.
- Assisted in training new employees, sharing best practices for achieving success as Service Advocate.
- Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.
- Supported team members, fostering a collaborative and productive work environment.
Guest Experience Leader
McDonald's
12.2019 - 05.2021
- Played active role in resolving guest complaints, leading to increased satisfaction scores and positive feedback from guests.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with order-placement, account inquiries, and any additional services needed.
- Trained new team members on best practices in delivering outstanding customer service in fast-paced environment.
- Contributed to revenue growth by upselling additional amenities or services when appropriate during guest interactions.
- Responded to guest inquiries to maximize guest satisfaction.
- Maintained high level of product knowledge about restaurant's menu choices, enabling detailed explanations to guests efficiently guiding them toward those most suited their preferences.
Education
Bachelor of Science - Computer Science (Software Engineering)
Arizona State University
Tempe, AZ12.2026
Skills
- Benefits Administration
- Communication
- Work Planning and Organization
- Leadership
- Efficiency and Structural Management
- Time Management
- Active Listening
- Training transportation of product
- Problem-Solving
- Critical Thinking
- Assertiveness
- Decision-making skills
Software
Implement methods according to given structural and behavioral specifications
Timeline
Barista
Dutch Bros.
06.2024 - 04.2025
Service Advocate
Target
05.2021 - 12.2024
Guest Experience Leader
McDonald's
12.2019 - 05.2021
Bachelor of Science - Computer Science (Software Engineering)
Arizona State University
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