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
Bartlesville, OK
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
Bartlesville, OK
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
Bartlesville, OK
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
Dewey, OK
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
Bartlesville, OK
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
Bartlesville, OK
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
Bartlesville, OK
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
Bartlesville, OK
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