Summary
Overview
Work History
Education
Skills
Timeline
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Marissa McCudden

Marissa McCudden

Jacksonville,FL

Summary

I am looking for a full time position with a company that provides high quality customer service as well as opportunities to grow within the company. I strive for an environment that supports education, data-drive decisions, healthy collaboration, high quality and excellent customer care. I want to use my customer service and marketing skills to the fullest in a positive environment that is team and customer focused.

Overview

10
10
years of professional experience

Work History

Marketplace Performance Specialist

HC Brands
08.2022 - Current
  • The personality behind the brands
  • Scheduling, approving and maintaining the deal calendars.
  • Listing creation & configuration
  • Marketing SKUs Effectively
  • Campaign development and testing
  • Manage content requests
    to ensure listings are created with A+ content.
  • Provide support to customer service team with order processing.
  • Send morning report out on late Marketplace orders.
  • Collaborate across all departments to ensure our SLA's aren't compromised.
  • Provide support in SEO for listing creation and SEO revamps.
  • Collaborate with Social Media Specialist on coordinating social posts to drive revenue on our shop.

Employee Engagement Chair

HC Brands
01.2021 - Current
  • Plan and implement activities designed to engage and motivate employees and create a positive and productive workplace culture.
  • Develop, implement and review action plans to improve communication, morale and teamwork.
  • Create and manage employee engagement programs.
  • Provide a supportive work environment that encourages employees to take responsibility for their engagement.


Customer Service Role

HC Brands
10.2020 - 08.2022
  • Customer Service Specialist
  • Lead the Etsy team in our customer service department where our main focus is to provide the highest quality customer service
  • Identified trends in customer concerns, proactively addressing common issues before escalation.
  • Negotiated successful resolutions between customers and the company during disputes or disagreements.
  • Actively contributed ideas during team meetings focused on enhancing internal processes and workflows for superior support outcomes.
  • Participated in cross-functional projects aimed at improving overall business operations and service delivery.
  • Collaborated with team members to improve overall response times and service quality.
  • Conducted regular performance reviews and provided constructive feedback to peers for continuous improvement.
  • Facilitated training sessions for new hires, instilling best practices in customer service excellence.
  • Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
  • Delivered personalized recommendations based on individual customer needs, driving sales growth.
  • Facilitate bi-weekly meetings with the team to discuss areas of improvement as well as highlight our successes in hopes to boost morale while also troubleshooting any areas with room for improvement
  • Implemented a work structure plan for the team each day in order to properly own our tasks and tackle them together with the joint goal in mind to go above and beyond for our customers more with each day

Temp Marketing Role

HC Brands
04.2022 - 05.2022
  • Temporary Marketplace Specialist
  • Optimize existing listings, improving content, adding options, and updating pricing
  • Create support tickets to improve listing conversion in the form of photo and content requests
  • Configure upsells and add-ons on products to complete the buying experience
  • Schedule, approve, and maintain the deal calendars on Jane, Zulily, Wayfair and more
  • Liaison with Customer Service and Production to create efficiency gains and improve customer experience
  • Demonstrated a high capacity for time management, organization, and project management abilities

Front Desk Administration

Tom Trout Inc.
03.2019 - 10.2020
  • Managed all phone calls and email especially those pertaining to residential and/or commercial construction/remodeling projects
  • Collected lead information to provide for the project managers as well as making a positive first impression on our leads and make sure they're aware of the project process
  • Welcomed visitors, verifying identity of expected guests and directing towards visitor parking area and front desk for information and registration.
  • Enhanced customer satisfaction by providing efficient and professional front desk support.
  • Streamlined front desk operations with enhanced phone etiquette, greeting visitors warmly upon arrival.
  • Implemented new organizational systems for the front desk area, resulting in reduced clutter and improved workflow efficiency.
  • Developed strong relationships with clients through active listening skills and empathetic responses during interactions at the front desk.
  • Entering invoices and preparing checks, obtaining and filing subcontractor packets including COI's, business licenses, etc, organizing and maintaining the office, taking inventory and ordering office supplies, and managing the business Facebook page for marketing.

Resident Services Specialist

Nocatee Resident Services
10.2017 - 03.2019
  • Provided access cards for residents living in Nocatee that allows them to utilize the amenities provided.
  • Communicated the community policies, relayed information about upcoming events and projects, and provided a source of resident community information for all current and upcoming residents.
  • Provide a positive first impression on residents moving into Nocatee and ensure that they feel welcome and informed on all that their community has to offer.
  • Provided valuable resources for new residents, ensuring smooth transitions into the community.
  • Boosted resident retention rates through personalized attention and excellent customer service.
  • Cleaning/maintaining the bathrooms and fitness center, as well as working and organizing events.

Front Desk Administration

Florida Counseling and Evaluation Services
04.2016 - 07.2017
  • Answered phones, scheduled patients, and kept the doctors' schedule full and flowing on time.
  • Enhanced customer satisfaction by providing efficient and professional front desk support.
  • Coordinated with front desk staff regarding room statuses, expediting check-ins/check-outs for enhanced guest satisfaction.
  • Provided patients with paperwork to review insurance and billing information.
  • Streamlined front desk operations with enhanced phone etiquette, greeting visitors warmly upon arrival.
  • Implemented effective time management strategies during busy periods to minimize wait times for guests at the front desk.
  • Managed inventory and ordered supplies and monitored the supply budget.
  • Collect copays and past due balances and upheld the cash box including keeping track of each patient's payment on each date of service.

Cash Room Supervisor

Adventure Landing
04.2014 - 07.2016


  • Helped customers schedule events or coordinate parties.
  • Answered the main phone and answer questions about the park, event, parties and any customer complaints.
  • Provided support in marketing by customizing event fliers.
  • Managed the entire park cash flow per work day, preparing the cash drawers for each staff member, counting each drawer at the end of the shift and making the deposit at the end of the night
  • Supervised the customer service team by delegating their hours/breaks and making sure jobs were being done efficiently, correctly and safely.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Achieved results by working with staff to meet established targets.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Education

Associate of Arts -

FSCJ
Jacksonville, FL
2016

High School Diploma -

Douglas Anderson School of Arts
Jacksonville, FL
2012

Skills

  • Performance Improvement & Analysis
  • Data Analytics
  • Feedback Delivery
  • Teamwork and Collaboration
  • Problem-solving abilities
  • Time Management
  • Multitasking
  • Excellent Communication
  • Organizational Skills
  • Attention to Detail
  • Adaptability and Flexibility
  • Team Collaboration

Timeline

Marketplace Performance Specialist

HC Brands
08.2022 - Current

Temp Marketing Role

HC Brands
04.2022 - 05.2022

Employee Engagement Chair

HC Brands
01.2021 - Current

Customer Service Role

HC Brands
10.2020 - 08.2022

Front Desk Administration

Tom Trout Inc.
03.2019 - 10.2020

Resident Services Specialist

Nocatee Resident Services
10.2017 - 03.2019

Front Desk Administration

Florida Counseling and Evaluation Services
04.2016 - 07.2017

Cash Room Supervisor

Adventure Landing
04.2014 - 07.2016

Associate of Arts -

FSCJ

High School Diploma -

Douglas Anderson School of Arts

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Marissa McCudden