Marcus Rodriguez
Brooklyn
Summary
Dynamic Customer Experience Manager with a proven track record at Porsche Brooklyn, excelling in retention management and customer empathy. Skilled in cross-functional collaboration, I fostered strong client relationships and successfully resolved escalated issues, enhancing satisfaction and loyalty. Committed to staff development, I implemented training programs that drove team performance and operational excellence.
Customer Experience Specialist with background in enhancing client satisfaction and loyalty through effective communication and problem-solving. Strong emphasis on team collaboration, achieving results, and adapting to evolving needs. Skilled in conflict resolution, process optimization, and customer relationship management. Known for reliability and proactive approach to improving service standards.
Overview
10
10
years of professional experience
Work History
Customer Experience Manager
Porsche Brooklyn
01.2023 - Current
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Hospitality Account Manager
The Quinn House Boston Social Club
02.2020 - 03.2023
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
Area Manager of Operations
Clean Rite Center
05.2015 - 10.2020
- Conducted regular audits of facility operations to ensure compliance with industry regulations and company policies.
- Led a team of professionals, fostering a collaborative environment to achieve company goals.
- Facilitated communication between departments, resolving conflicts, and streamlining processes for better collaboration.
- Increased overall efficiency by identifying areas for improvement and implementing best practices.
- Monitored daily operations closely, proactively addressing any potential issues before they escalated into larger problems.
Assistant Store Manager
Manhattan Mini Storage
05.2016 - 01.2018
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
Education
No Degree - Business Management
Benedictine College
Atchison, KS06-2013
Skills
- Customer empathy
- Cross-functional collaboration
- Retention management
- Training and onboarding
- Decision-making
- Customer relationship management (CRM)
Timeline
Customer Experience Manager
Porsche Brooklyn
01.2023 - Current
Hospitality Account Manager
The Quinn House Boston Social Club
02.2020 - 03.2023
Assistant Store Manager
Manhattan Mini Storage
05.2016 - 01.2018
Area Manager of Operations
Clean Rite Center
05.2015 - 10.2020
No Degree - Business Management
Benedictine College
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