Marie Dizon
Walnut Creek,CA
Summary
Personable and dedicated with extensive experience in Customer Service, Training and People Management. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
EXPERIENCE MANAGER
THE RISE WALNUT CREEK
WALNUT CREEK, CA
07.2023 - Current
- Responds to client inquiries over the phone/ email and assists in scheduling leasing tours
- Works closely with IT to oversee hospitality technology implementations and monitoring onsite
- Responsible for generating corporate leads, through daily guest interaction and residential/ hotel tours and coordination with centralized sales
- Updates and reconciles maintenance resident work order requests
- Conducts resident audit report to ensure all requirements upon move-in are complete and uploaded in Yardi
- Plans and oversees resident and guest events, hosting an average of 20 community activities and 10 events per year
- Responds to online reviews and surveys, achieving 100% reputation.com / AirBNB response time and improvement in online ratings
- Received 48% positive reviews from the total respondents in July 2023-present
- Manages inventory and order, maintaining stock for office supplies and housekeeping
- Analyzes customer feedback and created action plans to address issues identified
- Maintains relationships with key stakeholders, vendors, and customers to ensure a positive experience
- Drafts reports outlining project progress and presented findings to senior management teams
- Resolves escalated customer complaints in a timely manner, ensuring satisfactory outcomes.
CLIENT SERVICES MANAGER
LEARN TO TRADE UK
06.2021 - 04.2023
- Addressed client inquiries and escalations, maintaining open lines of communication and resolving 90% of issues swiftly
- Monitored and analyzed agent performance metrics, preparing daily and end of month reports and conducting regular meetings
- Coordinated with the sales team to onboard new clients, ensuring a smooth transition to Client Services
- Streamlined processes and workflows to enhance operational efficiency and client satisfaction, resulting in increased productivity and improved client satisfaction
- Assisted in the development of client service strategies, policies, and procedures
- Created reports on key performance indicators related to client services activities.
CONSULTANT (Training & Marketing)
Self-Employed
09.2017 - 05.2021
- Customized proposals and presentations for clients in schools, public sector, hospitality, restaurant, and beverage industry
- Achieved improvement in service performance through training, audit, feedback and monitoring
- Educated and communicated products and services through marketing calendars and roll-outs
- Provided advice on operational processes, business development initiatives, organizational changes and other areas of improvement
- Collaborated with clients to develop action plans to address specific challenges and objectives
- Facilitated workshops with cross-functional teams to review current practices related to innovation and growth opportunities.
CLIENT RELATIONS MANAGER
TGLFC FINANCING CORPORATION
08.2015 - 09.2017
- Built and maintained strong relationships with clients and provided exceptional customer service to ensure client satisfaction and retention
- Developed and implemented marketing strategies, marketing plans and campaigns to promote the company's products or services
- Identified target markets, conducted market research, and analyzed consumer trends to effectively reach and engage the desired audience
- Provided guidance, support, and leadership to marketing team members and conducted performance evaluations to enhance team productivity and professional growth.
TRAINING MANAGER
THE CRAVINGS GROUP
12.2012 - 08.2015
- Identified training needs and skill gaps among restaurant employees, resulting in an increase in customer satisfaction
- Conducted assessments to determine training needs for 7 different restaurant brands for over 200 employees
- Improved service standards by designing and implementing training programs
- Achieved consistency and quality in training delivery by managing the training budget and resources effectively
- Developed training policies and guidelines to ensure consistency and quality by implementing best practices in training delivery
- Improved customer satisfaction through developing and implementing training policies and guidelines by providing tailored training sessions and workshops.
RESERVATIONS MANAGER
HOLIDAY INN & CROWNE PLAZA GALLERIA MANILA
08.2008 - 05.2010
- Oversee the reservation process, ensuring accuracy of guest information, and assigning rooms based on availability and guest preferences
- Supervised and trained reservation agents on customer service standards, and in resolving any issues that arise during the booking process
- Interacted with guests to address inquiries, provide information about availability, rates, and packages, and assist in resolving complaints
- Coordinated with the front desk, sales, housekeeping, and other relevant departments to ensure seamless operations, accurate guest information transfer, and efficient handling of special requests or arrangements.
TEAM MANAGER
INTERCONTINENTAL HOTELS GROUP
08.2006 - 04.2008
- Provided guidance, direction, and support to team members, fostering a positive work culture and ensuring alignment with organizational goals
- Established team objectives, center targets, and key performance indicators
- Regularly monitored team performance, track progress towards goals and provided constructive feedback, recognized accomplishments, and addressed performance issues promptly
- Identified skill gaps within the team and provide or facilitate training opportunities to enhance individual and team capabilities.
SALES COORDINATOR
PARAGON SCHMID (A MASCO COMPANY)
CHINO, CA
01.2003 - 04.2003
- Handled Salespeople's paperwork for invoicing
- Researched and gathered information to track jobs needed by the Production branches
- Entered all pertinent information of the Builder with the billing information to ensure inception to completion of the job
- Processed and signed contracts and purchase orders organized paperwork for every job category
- Provided administrative support to the sales team including scheduling meetings, preparing presentations and managing email correspondence
- Coordinated and finalized sales proposals to complete purchases.
ADMINISTRATIVE ASSISTANT
NEWPORT BOATS
Marina del Rey, CA
08.2001 - 09.2002
- In charge of Salesman's Monthly Expense Reimbursement report
- Responsible for weekly Inventory of yachts, cruisers and sport boats in the showroom
- Updated the Salespeople for upcoming boating events, availability of dry storages and boat slips for clients
- Maintained telephone switchboard and directed calls to appropriate person or location
- Entered important data as primary point of information for the Salespeople and clients prompt paperwork filing
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
FRONT DESK AGENT
BEST WESTERN HOTEL
Marina del Rey, CA
04.2001 - 05.2002
- Responsibilities include checking in and out of guests
- Handling special customer requests and making reservations
- Account balancing/ Cashiering
- Administered computerize daily room forecasting.
Education
BSBA in Marketing Management -
DLSU College of Saint Benilde
Skills
- Client Services
- CRM
- Events Management
- Zoom
- Google Meet
- MS Office
- SalesForce
- SharePoint
- Slack
- Training & Development
- Yardi
- ZenDesk
- Opera
- 45wpm
- Ring Central
Timeline
EXPERIENCE MANAGER
THE RISE WALNUT CREEK
07.2023 - Current
CLIENT SERVICES MANAGER
LEARN TO TRADE UK
06.2021 - 04.2023
CONSULTANT (Training & Marketing)
Self-Employed
09.2017 - 05.2021
CLIENT RELATIONS MANAGER
TGLFC FINANCING CORPORATION
08.2015 - 09.2017
TRAINING MANAGER
THE CRAVINGS GROUP
12.2012 - 08.2015
RESERVATIONS MANAGER
HOLIDAY INN & CROWNE PLAZA GALLERIA MANILA
08.2008 - 05.2010
TEAM MANAGER
INTERCONTINENTAL HOTELS GROUP
08.2006 - 04.2008
SALES COORDINATOR
PARAGON SCHMID (A MASCO COMPANY)
01.2003 - 04.2003
ADMINISTRATIVE ASSISTANT
NEWPORT BOATS
08.2001 - 09.2002
FRONT DESK AGENT
BEST WESTERN HOTEL
04.2001 - 05.2002
BSBA in Marketing Management -
DLSU College of Saint Benilde