Marisa Kurtz
Novi
Summary
Dynamic leader and problem-solver with extensive experience at Dr. Sweep Chimney and Masonary Services, enhancing customer satisfaction and loyalty. Excelled in reducing complaints by implementing innovative solutions and fostering a team-oriented environment. Skilled in Microsoft Office and adept at building key client relationships, significantly improving service delivery through meticulous analysis and quality control measures.
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated Product or Service expertise, including competitive offerings, pricing, and market positioning.
Diligent Desired Position with solid background in managing customer service teams and optimizing customer satisfaction. Spearheaded initiatives that improved service quality and response times. Demonstrated leadership and conflict resolution skills in high-pressure environments.
Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. Brings Number-year background maintaining customer satisfaction and contributing to company success. Proficient in Software and Software.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
Dr. Sweep Chimney and Masonary Services
10.2011 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Created and reviewed invoices to confirm accuracy.
- Established team priorities, maintained schedules and monitored performance.
Bartender
All Star Lanes
07.2014 - 10.2021
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
Cashier
Buffalo Wild Wings
03.2010 - 09.2011
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
Server
IHOP
09.2008 - 03.2009
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Increased sales by suggesting additional items like desserts and drinks based on customers' orders.
Education
Diploma -
Plymouth Salem
Plymouth, MI06.2002
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
Timeline
Bartender
All Star Lanes
07.2014 - 10.2021
Customer Service Manager
Dr. Sweep Chimney and Masonary Services
10.2011 - Current
Cashier
Buffalo Wild Wings
03.2010 - 09.2011
Server
IHOP
09.2008 - 03.2009
Diploma -
Plymouth Salem
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