Marecia Gaston
Santa Clara,CA
Summary
Customer service professional with over 10 years of front facing, inbound, and outbound customer service and sales experience. I am a personable, reliable, opened-minded and compassionate team player with exceptional active listening and critical thinking skills.
Overview
11
11
years of professional experience
Work History
General Manager - Full Time (40 Hours)
StretchLab Santa Clara
06.2023 - 04.2024
- Managed team of Sales Associates and Flexologists.
- Maintained operations at studio including retail stock, merchandising, cleanliness & overall maintenance of the studio to ensure proper day-to-day functioning.
- Guided Lead Flexologists, Sales Associates through lead management including lead generation, high volume lead follow-up, membership sales & member support via ClubReady (CRM) lead management platform.
- Assisted with hiring, training and developing staff.
- Greeted visitors at front desk.
- Organized and executed local pop-ups to market and sale StretchLab services.
- Collected needs analysis to identify health and fitness related issues applicable to our services.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
Membership Advisor - Part Time (25 Hours)
StretchLab Santa Clara
02.2023 - 06.2023
- Utilized CRM software such as ClubReady to manage lead base.
- Provided top tier customer support to members and future members.
- Improved customer satisfaction by resolving complex issues and providing exceptional service.
- Reduced escalations by proactively addressing customers'' needs and providing thorough solutions.
- Maintained detailed records of customer interactions, allowing for better tracking of trends and improvements in service delivery.
- Delivered accurate information through various communication channels including phone calls, emails, live chat, and social media platforms.
- Collaborated with cross-functional teams to address recurring customer concerns, resulting in process improvements.
- Identified opportunities for upselling products or services during customer interactions, increasing revenue without sacrificing satisfaction levels.
- Promoted a positive work environment by actively contributing ideas during team meetings aimed at enhancing overall productivity.
- Ensured consistent and outstanding conversion rate of customers.
- Provided personalized support experiences by actively listening to customers' needs and offering tailored solutions.
- Provided support to the flexologist staff before, during and after the sales process.
Leasing Associate - Full Time (40 Hours)
AvalonBay Communities
10.2021 - 05.2022
- Delivered informative property tours to prospective residents, highlighting unique amenities and features tailored to their needs at Avalon Union City and eaves Union City.
- Full-circle prospect-to-lease support.
- Streamlined application processes, improving the efficiency of leasing operations.
- Negotiated favorable lease terms for prospective tenants while maintaining profitability for property owners.
- Assisted tenants with all requests including lease renewals.
- Hosted on-site tenant meet and greets.
- Coordinated with maintenance team to fulfill tenant work orders.
Sales Ambassador - Part Time (25 Hours)
LUSH
08.2021 - 10.2021
- Provided support to sales team by executing sales and marketing strategies and best practices.
- Successfully demonstrated knowledge of all product produced by LUSH by way of regular training.
- Successfully executed shop opening and closing procedures.
- Provided excellent and knowledgeable customer service to each client from entry to point of sale.
Employment Gap
Self
12.2020 - 09.2021
- During this time, I spent several months getting acclimated to my new state. I used this time for personal development, searching for a home and coordinating my continued move from Michigan to California.
Massage Therapist - Part Time (20 Hours)
Terme Day Spa
06.2020 - 12.2020
- Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
- Increased client satisfaction by providing exceptional service and maintaining a clean, comfortable environment.
- Developed and maintained positive relationships with clients through professional communication and follow-up to increase satisfactions and build rapport.
- Enhanced client relaxation by utilizing a variety of massage techniques tailored to individual needs.
Massage Therapist - Part Time (28 Hours)
Sianna Muscles In Motion
05.2019 - 12.2020
- Effectively managed time to ensure all appointments ran smoothly without compromising the quality of service provided to clients.
- Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
- Improved overall wellness for clients by performing various massage techniques, including deep tissue, Swedish, and hot stone massages.
- Cultivated a calm atmosphere within the massage space using soft lighting, tranquil music, or other desired elements that enhanced the therapeutic experience for clients.
- Upsold products and services.
- Participated in ongoing professional development opportunities to stay current on industry trends and enhance skillset as a therapist.
- Increased client retention by establishing strong rapport through attentive listening and empathetic communication.
- Delivered exceptional customer service experiences resulting in positive reviews and increased word-of-mouth referrals.
- Conducted post-treatment evaluations with clients, discussing their experiences during the session and providing recommendations for ongoing care as needed.
- Educated clients on self-care techniques, empowering them to maintain their well-being between appointments.
Executive Assistant - Part Time (15 Hours)
Confiance Nurse Consultants
09.2015 - 07.2017
- Assisted local small business owner with developing a new business.
- Administrative duties included computer skills, developing marketing strategies, creating marketing materials, organization, customer support and some business development support.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
Bookseller - Part Time (30 Hours)
Barnes and Noble
10.2016 - 01.2017
- Managed cash register transactions accurately, ensuring proper handling of financial transactions and minimizing discrepancies.
- Collaborated with management to create eye-catching displays that showcased popular titles or themes, increasing visibility for featured books.
- Maintained an up-to-date knowledge of current literary trends, ensuring accurate recommendations for customers.
- Maximized store efficiency by cross-training in multiple departments, allowing for seamless shift coverage and reduced downtime.
- Assisted customers in locating desired titles, resulting in repeat business and positive feedback.
- Assisted customers with locating books and other materials in store.
Marketing Associate - Full Time (40 Hours)
Zipcar Detroit
05.2015 - 07.2016
- Boosted brand visibility by developing and executing targeted marketing campaigns.
- Enhanced social media presence with creative content and effective targeting using social media automation software such as SproutSocial.
- Supported the design process of various promotional materials including brochures, flyers, banners, and advertisements.
- Improved customer engagement, organizing and hosting successful promotional events.
- Researched and evaluated potential new markets and products.
- Created customized marketing materials to increase product awareness.
Customer Service Specialist - Full Time (40 Hours)
KellyConnect/Aerotek (Crain Communications)
09.2013 - 04.2015
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Provided high quality customer service to subscribers of several business publications including Automotive News, Autoweek, Crain's Business (New York, Chicago, Cleveland, Detroit), Adweek, AdAge, Creativity, and Plastics News.
- Executed some outbound calls to clients regarding problem resolution.
Brand Ambassador - Part Time (20 Hours)
Zipcar Detroit
02.2015 - 04.2015
- Increased positive word-of-mouth referrals through genuine, personalized customer interactions and excellent product knowledge.
- Enhanced brand recognition by executing promotional events and engaging customers with product demonstrations.
- Ensured accurate representation of the brand by maintaining consistent messaging and visuals across all promotional materials and presentations.
- Performed neighborhood canvassing.
Education
Massage Therapy Diploma - Massage Therapy
Irene's Myomassology Institute
Dearborn, MI09.2018
Bachelor of Arts - Political Science And Sociology
Bowling Green State University
Bowling Green, OH05.2012
Skills
- Customer Service
- CRM
- Social Media Automation
- Adaptability
- Empathy
- Team Development
- Problem Resolution
- Time Management
- Microsoft Office
- Staff Management
- Inventory Control
- Employee Scheduling
- Operations Management
Languages
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteOn-SiteHybridImportant To Me
Work-life balanceHealthcare benefitsPaid time offPaid sick leave401k matchCareer advancementInterests
Reading
Stretching
Traveling
Health and Wellness
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
General Manager - Full Time (40 Hours)
StretchLab Santa Clara
06.2023 - 04.2024
Membership Advisor - Part Time (25 Hours)
StretchLab Santa Clara
02.2023 - 06.2023
Leasing Associate - Full Time (40 Hours)
AvalonBay Communities
10.2021 - 05.2022
Sales Ambassador - Part Time (25 Hours)
LUSH
08.2021 - 10.2021
Employment Gap
Self
12.2020 - 09.2021
Massage Therapist - Part Time (20 Hours)
Terme Day Spa
06.2020 - 12.2020
Massage Therapist - Part Time (28 Hours)
Sianna Muscles In Motion
05.2019 - 12.2020
Bookseller - Part Time (30 Hours)
Barnes and Noble
10.2016 - 01.2017
Executive Assistant - Part Time (15 Hours)
Confiance Nurse Consultants
09.2015 - 07.2017
Marketing Associate - Full Time (40 Hours)
Zipcar Detroit
05.2015 - 07.2016
Brand Ambassador - Part Time (20 Hours)
Zipcar Detroit
02.2015 - 04.2015
Customer Service Specialist - Full Time (40 Hours)
KellyConnect/Aerotek (Crain Communications)
09.2013 - 04.2015
Massage Therapy Diploma - Massage Therapy
Irene's Myomassology Institute
Bachelor of Arts - Political Science And Sociology
Bowling Green State University
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