Marisa Atilano
Burien,WA
Summary
Personable and results-driven customer service professional with extensive management experience. I'm known for exceptional organizational and planning skills, adaptability, and a passion for tackling new challenges. Committed to exceeding expectations and fostering team success through leadership, collaboration, and a customer-first mindset.
Overview
13
13
years of professional experience
Work History
Inside Sales Representative/HVAC Coordinator
JH Kelly
Seattle, Washington
08.2025 - Current
- Developed and maintained customer relationships, identifying opportunities for additional services, preventative maintenance, equipment upgrades, and replacements.
- Managed quote queue from service technicians across HVAC, controls, plumbing, and electrical; obtained parts and vendor pricing, developed detailed scopes of work, and compiled comprehensive proposals for client review and approval.
- Converted client-approved proposals into work orders, created and processed purchase orders, and placed orders to support service repairs while coordinating service schedules with dispatch and managing repair work from approval through completion.
- Program sold preventative maintenance agreements into BuildOps software, develop equipment-specific tasking checklists, and build and maintained maintenance schedules to ensure services are properly planned and executed. Maintain and manage the preventative maintenance customer portfolio, including tracking active agreements, service requirements, and customer contract details.
Service Estimator/Purchaser
All Temperature Services
San Jose, California
06.2024 - 07.2025
- Managed quote queue from field technicians, created and sent quotes for HVAC, controls, and plumbing service departments, and assisted special projects team in composing proposals for jobs over $50,000.
- Converted client approvals into new work orders, created purchase orders, evaluated pricing and availability of parts, placed orders, and coordinated service schedule with dispatch to organize and maintain service repairs.
- Follow-up on previously sent proposals to client prior to preventative maintenance each quarter.
- Identify operational efforts to grow our department through new opportunities or improved operations
Human Resources Compliance Manager/Payroll Specialist
American Residential Services LLC
San Jose, California
09.2019 - 06.2024
- Communicated and implemented policies of the company to comply with regulatory guidelines. Provided employees and new hires with company policies, job duties, working conditions, wages, opportunities for promotion, and employee benefits.
- Managed employee timesheets, punches, and PTO/sick requests while overseeing daily overtime for all employees and departments to ensure compliance with labor regulations.
- Resolved payroll and accounting issues through research and acted as intermediary between field payroll contacts and ARS payroll for smooth payroll operations.
- Maintained electronic file folders of all payroll check registers, sales commissions, and non-exempt salaried timesheets.
- Processed all new and re-hires terminations and general maintenance paperwork, file relevant paperwork and maintain personnel files.
- Planned and conducted new employee orientation to inform and foster a positive attitude toward company objectives. Managed staffing process including the administration of pre-employment testing, as well as conducting interviews.
- Worked closely with division Human Resource managers on succession planning issues to identify internal strengths for filling key openings in the service center. Provided feedback regarding employees' potential for promotion based on personal interaction, performance reviews and conversations with employees at all levels.
- Developed activities to boost employee morale and foster collaboration in the workspace.
Operations Manager
24 Hour Fitness
San Jose, California
09.2016 - 09.2019
- Implemented new operational procedures, ensuring all systems are accurately followed within club parameters while handling all safety concerns with our facility technicians.
- Set and monitored monthly retail revenue goals, creating innovative in-club marketing strategies to drive sales.
- Managed monthly labor budgets, oversaw and ordered store inventory and made daily bank deposits.
- Managed scheduling and training for service representatives, kids club, and group X, enhancing team readiness and service quality.
- Engaged with club members daily to foster a welcoming environment and professionally addressed concerns and complaints.
General Manager/In-Market Training Manager
MOD Pizza
Saratoga, California
07.2013 - 09.2019
- Led in-market training for internal and external management hires, including assistant general managers, general managers, and district managers. Oversaw full employee lifecycle for approximately 20 team members, focusing on hiring, training, and terminations while fostering a customer-centric culture.
- Traveled extensively across U.S. to support opening of 16 new restaurant locations. Recruited and trained over 200 team members in front-of-house roles, emphasizing adherence to company standards and delivering exceptional customer service.
- Managed daily operations of high-performing restaurant, overseeing front and back-of-house functions. Established product par levels for weekly inventory ordering based on sales trends, prepared staff schedules, processed daily bank deposits, and ensured overall operational efficiency.
Education
Associate of Science - Sports Medicine
West Valley College
Saratoga, CA07-2014
Skills
- Proposal Development
- Problem Solving
- Customer Relationship Management
- Strategic Planning
- Team Collaboration
- Tenacious Follow-Up
Timeline
Inside Sales Representative/HVAC Coordinator
JH Kelly
08.2025 - Current
Service Estimator/Purchaser
All Temperature Services
06.2024 - 07.2025
Human Resources Compliance Manager/Payroll Specialist
American Residential Services LLC
09.2019 - 06.2024
Operations Manager
24 Hour Fitness
09.2016 - 09.2019
General Manager/In-Market Training Manager
MOD Pizza
07.2013 - 09.2019
Associate of Science - Sports Medicine
West Valley College