Mariel K. Graham
Sterling,VA
Summary
Personable customer service professional offering more than four years of experience in building productive relationships, resolving complex issues and winning customer loyalty. Dedicated to providing the highest quality of service and making customers feel welcome and valued. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Highly organized in handling administrative functions, leading teams and coordinating facility services. Efficient multitasker and planner talented in identifying and capitalizing on emerging market trends and revenue opportunities. Committed to surpassing expectations and driving team success.
Overview
7
7
years of professional experience
Work History
Director, Member Experience
Chantilly National Golf & Country Club (Invited)
11.2023 - Current
- Work closely with organizational leadership and the board of directors to guide operational strategy.
- Monitor office workflow and administrative processes to keep operations running smoothly.
- Aide marketing initiatives by contributing technical and marketing content.
- Spearhead marketing initiatives.
- Work effectively in fast-paced environments.
- Manage time efficiently to complete all tasks within deadlines.
Manager, Member Experience
Piedmont Golfers Club (Invited Clubs)
11.2022 - 11.2023
- Improved marketing to attract new customers and promote business.
- Maintained a professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Collaborated with the marketing team to develop successful marketing strategies.
- Created marketing materials.
Front Desk Receptionist
Belmont Country Club (Invited Clubs)
03.2022 - 11.2022
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted guests at front desk and engaged in pleasant conversation.
- Transcribed phone messages and relayed to appropriate personnel.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Assistant Event Coordinator
Belmont Country Club (Invited Clubs)
03.2022 - 11.2022
- Coordinated with vendors and event contributors, caterers and transportation services.
- Coordinated schedules and timelines for events.
- Consulted with customers to determine objectives and requirements for events.
- Performed event coordination for larger parties and gatherings.
- Supported events execution and venue set up and tear down.
- Developed decor, theme and ambiance for events to satisfy client's vision and budget.
Membership Sales Lead
Topgolf
07.2018 - 03.2022
- Engage with customers to effectively build rapport and lasting relationships.
- Market and sell full range of membership products, including individual membership packages and corporate membership packages.
- Train and develop new sales team associates in company processes, product knowledge, customer service and selling techniques.
- Liaise with customers and recommend specific products and specials, aligning with individual needs, requirements and specifications.
- Up-sold and cross-sold products effectively, driving sales and increasing revenue.
- Organized and hosted member events off and on property.
Guest Services Shift Lead
TopGolf
06.2017 - 03.2022
- Greeted guests upon arrival and offered assistance.
- Manage customer relations and customer service through daily communication and interaction with customers.
- Supervise, train and regularly mentor more than 60 team members on performance-oriented strategies and customer service techniques.
- Confer with customers about concerns with products or services to resolve problems and drive sales
- Improve customer satisfaction ratings by addressing issues and fostering timely resolutions.
- Assisted guests with check-ins, account inquiries and any additional services needed.
Education
Associates Degree In Business Administration - Marketing And Sales
Northern Virginia Community College
Sterling, VA09.2021
High School Diploma -
Dominion High School
Sterling, VA06.2018
Skills
- Customer Complaint Resolution
- Sales
- Employee Training
- Sales Training
- Product Knowledge
- Selling Techniques
- Positive Attitude and Energetic
- Event Planning
- Branding
- Content Creation
- Market Planning and Execution
Accomplishments
- Supervise and mentor team of nine sales team associates.
- Supervised and lead a team of more than 60 guest services associates.
- Proficient in everyday use of Microsoft Word, Excel, and Outlook.
Additional Information
Associate of the Department - October 2018, July 2018, March 2019
Associate of the Month - February 2020
Timeline
Director, Member Experience
Chantilly National Golf & Country Club (Invited)
11.2023 - Current
Manager, Member Experience
Piedmont Golfers Club (Invited Clubs)
11.2022 - 11.2023
Front Desk Receptionist
Belmont Country Club (Invited Clubs)
03.2022 - 11.2022
Assistant Event Coordinator
Belmont Country Club (Invited Clubs)
03.2022 - 11.2022
Membership Sales Lead
Topgolf
07.2018 - 03.2022
Guest Services Shift Lead
TopGolf
06.2017 - 03.2022
Associates Degree In Business Administration - Marketing And Sales
Northern Virginia Community College
High School Diploma -
Dominion High School
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