Mariel McNevin
Summary
Customer Experience Agent bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty with people of diverse backgrounds. Integrates ethnographic research methods for superior results
Overview
8
8
years of professional experience
Work History
Customer Experience Agent
Citibank
08.2024 - Current
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills.
- Utilized CRM tools effectively to track customer interactions, enabling quick access to relevant information when needed.
- Consistently exceeded team targets for customer satisfaction ratings and call handling times, contributing to the overall success of the department.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
Farm Ambassador
Full Circle Boise
05.2024 - 06.2024
- Established relationships with new clients through networking, cold calling, and referrals
- Provided exceptional customer service through addressing inquiries, resolving issues and ensuring overall product purchase satisfaction resulting in a 15% referral increase
- Captured sales through effective product education and exceeded sales goals with product pushes and listening to the customer
Customer Service and Sales Associate
Hemp World/Boise Vape and Glass
09.2020 - 06.2022
- Responded promptly to customer and vendor requests regarding product information, sales, and orders
- Prioritized sales and communication strategy to educate customers
- Verified complete inventory checks of all stock and supplies
- Balanced the cash accounts and credit card charges daily
- Maintained customer satisfaction to the highest level
Barista
The Rise and Shine Salmon
06.2017 - 06.2019
- Engaged with customers warmly and used upselling techniques to boost order value
- Utilized time management skills to multitask efficiently during busy periods without sacrificing quality or customer service
- Trained new baristas and counter staff on proper techniques on making beverages, prepping food and customer service
Education
BACHELOR OF SCIENCE (B.S.) - ANTHROPOLOGY
Boise State University
Boise, ID12.2023
Bachelor of Science - Uncompleted - International Business/ Hospitality Management
Wittenborg University
04.2016
Skills
- Customer Service
- Excellent Written and Verbal Communication
- Time Management
- Logical, Critical and Analytical Thinking
- User Experience Research
- Cultural Diversity Knowledge
- Marketing and Sales
- Research Methods
Timeline
Customer Experience Agent
Citibank
08.2024 - Current
Farm Ambassador
Full Circle Boise
05.2024 - 06.2024
Customer Service and Sales Associate
Hemp World/Boise Vape and Glass
09.2020 - 06.2022
Barista
The Rise and Shine Salmon
06.2017 - 06.2019
Bachelor of Science - Uncompleted - International Business/ Hospitality Management
Wittenborg University
BACHELOR OF SCIENCE (B.S.) - ANTHROPOLOGY
Boise State University
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