Marilyn Burpo
Bartlesville,OK
Summary
Dynamic Customer Service Professional with over 24 years of experience, including 8 years in Management and 2 years in Front Desk Guest Services within the Hospitality sector. Expertise in Inventory Management, Cash Handling, and Merchandising, along with a proven ability to resolve customer complaints and enhance satisfaction. Strong computer skills and collaborative approach foster positive team environments, ensuring consistent performance in fast-paced settings.
Overview
27
27
years of professional experience
Work History
Assistant Front End Manager
Homeland Grocery
09.2020 - Current
- Supervised front-end operations, ensuring adherence to company policies and customer service standards.
- Trained and mentored new team members on point-of-sale systems and customer engagement techniques.
- Coordinated staff schedules, optimizing coverage during peak shopping hours for improved service levels.
- Promoted a clean and organized store appearance by overseeing restocking efforts, directing cart retrieval, and supervising cleaning schedules.
- Assisted with financial reporting tasks such as reconciling cash drawers, preparing bank deposits, and generating daily sales reports for upper management review.
Front Desk Guest Service Representative
Hampton Inn
07.2018 - 08.2020
- My responsibilities consist of checking in or checking out guests, assist in whatever needs they need, answer phones, run reports, file tax exempts and credit card authorizations. Using a fax machine and copier.
- Managed guest check-in and check-out processes, ensuring prompt service and satisfaction.
- Resolved guest inquiries and complaints, enhancing overall customer experience.
- Collaborated with housekeeping staff to coordinate room availability and cleanliness for incoming guests.
Overnight Stocker
Wal-Mart
09.2015 - 03.2018
- Worked as a stocker by putting items on the shelves and organizing them to maximize advertising and customer purchases, and built store displays.
Lead Sales Associate/Cashier
Dollar General
10.2012 - 01.2015
- Maintain the money for the registers throughout the day and perform opening and closing procedures including the deposit at the end of the night.
- Assists customers with their purchases and answers any questions they have.
- Stock merchandise and resetting displays and planograms.
- Check in vendors and receive trucks whenever needed.
Customer Service Associate
Hastings Entertainment, Inc
01.2007 - 01.2012
- Answering questions and assisting customers in making their purchases.
- Alphabetizing and organizing items in the book department.
- Arranging displays in the store to maximize customer purchases.
- Working with the national warehouses to keep inventory up to date in the local store.
- Also held the positions of music department manager and cashier while employed with Hastings Entertainment, Inc.
- Received a customer service pin from district manager for excellent customer service.
Cashier
Hastings Entertainment, Inc
03.2007 - 05.2007
- Worked as a cashier.
- Built store displays.
- Kept merchandise stocked on the store shelves.
- Closing duties, including balancing the registers and cleaning the store.
Various Positions
Wal-Mart
02.1999 - 03.2007
- Worked as a cashier.
- Worked as a customer service manager and maintained the money for all of the registers in the store. Assigned closing duties for the cashiers and handled store maintenance issues.
- Worked at the service desk and handled customer complaints and customer returns.
- Worked in layaway. Kept inventory for all items in layaway and handled customer payments.
- Worked as a stocker by putting items on the shelves and organizing them to maximize advertising and customer purchases, and built store displays.
- Performed modular reset which means following a set guide to place merchandise in the store, primarily during certain seasons such as Christmas, back to school, etc.
Customer Service Representative
SITEL
01.2001 - 01.2002
- Received customer telephone calls and answered questions regarding customer accounts, handled customer complaints and placed orders.
- Responded to customer questions and complaints via email.
Education
Associates Degree - Business Administration
Rogers State University
Bartlesville, OK05.2014
None - Elementary Education
Bartlesville Wesleyan College
Bartlesville, OK01.1999
None - General Education
Seward County Community College
Liberal, KS01.1998
High School Diploma - undefined
Ulysses High School
Ulysses, KS01.1997
Skills
- Guest Service
- Planograms
- Customer Service Experience (10 years)
- Cash Handling (10 years)
- Front Desk
- Microsoft Word, Excel
- Customer Service
- Customer Service Management (8 years)
- Front Office
- Staff training and development
Timeline
Assistant Front End Manager
Homeland Grocery
09.2020 - Current
Front Desk Guest Service Representative
Hampton Inn
07.2018 - 08.2020
Overnight Stocker
Wal-Mart
09.2015 - 03.2018
Lead Sales Associate/Cashier
Dollar General
10.2012 - 01.2015
Cashier
Hastings Entertainment, Inc
03.2007 - 05.2007
Customer Service Associate
Hastings Entertainment, Inc
01.2007 - 01.2012
Customer Service Representative
SITEL
01.2001 - 01.2002
Various Positions
Wal-Mart
02.1999 - 03.2007
None - Elementary Education
Bartlesville Wesleyan College
None - General Education
Seward County Community College
High School Diploma - undefined
Ulysses High School
Associates Degree - Business Administration
Rogers State University