Marissa Schneider
Raleigh
Summary
Results-driven leader with expertise in customer experience management, B2B and D2C sales, and operational excellence. Experienced in project management, customer service, and process optimization, with a passion for supporting mission-driven initiatives.
Key Experience:
- Senior Manager, Project Services at Inquiring Systems, Inc. (ISI) – Provided strategic support to 100+ organizations focused on equity and social impact.
- Customer Service Manager at DECI – Managed large accounts, ensured regulatory compliance, implemented CRM systems, and improved operations for a nonprofit serving adults with disabilities.
- Various roles at East Fork – Advanced through four promotions, contributing to customer engagement, sales growth, and brand representation for a B Corp-certified company.
Technical Skills:
Proficient in Shopify, Salesforce, Zendesk, Zoho Desk, Google Suite, Microsoft Office, ShipHero, ShipStation, Klaviyo, MailChimp, and various project management and communication platforms.
Overview
6
6
years of professional experience
Work History
Senior Manager of Project Services
Inquiring Systems, Inc.
09.2024 - 03.2025
- Supported 100+ mission-driven organizations focused on systemic equity and social impact within the fiscal sponsorship nonprofit sector.
- Managed fast-paced projects, overseeing operations and ensuring high-quality customer service with administrative assistance.
- Collaborated with clients to provide tailored solutions and foster long-term relationships through proactive communication and ongoing support.
Customer Service Manager
Durham Exchange Club Industries, Inc.
02.2024 - 09.2024
- Directed Customer Service department operations, developing comprehensive process documentation and ISO-backed service systems to maintain quality standards.
- Spearheaded the implementation of DECI’s first CRM system.
- Managed a major customer account, JUUL Labs, ensuring seamless communication and service.
- Obtained RCRA Hazardous Waste Generator, DOT Hazardous Waste Transportation, and Red Cross First Aid certifications for governmental compliance and team safety.
- Coordinated cross-functional projects, fostering interdepartmental collaboration to drive organizational success in supporting over 200 adults with disabilities per year.
Senior Sales Manager
East Fork Pottery
01.2023 - 08.2023
- Drove 250% growth in hospitality accounts and 1000% B2B revenue increase by optimizing CRM, prospecting, and improving client retention.
- Expanded B2B partnerships globally, targeting hospitality and design sectors.
- Facilitated in-person sales and activations through nationwide travel and event planning.
Senior Sales Manager of eCommerce
East Fork Pottery
04.2022 - 12.2022
- Enhanced eCommerce experience by implementing referral programs, reviews, SMS marketing, and live chat.
- Drove 10% of first-time sales through referral engagement and improved SEO with 12% review participation.
- Managed the Customer Care department while developing the CX team using UX insights.
Customer Care Manager
East Fork Pottery
08.2020 - 04.2022
- Managed and developed 3–5 CX associates, achieving 97% CSAT and a 35% response rate across 2,000+ weekly interactions.
- Enhanced brand presence by curating Spotify playlists (2K+ followers), appearing on Instagram, and creating inviting in-person event experiences.
- Provided data-driven insights to stakeholders, driving CX improvements.
- Fostered a culture of problem-solving and professional growth, reducing process inconsistencies and strengthening client relations.
Customer Care Team Lead
East Fork Pottery
07.2019 - 08.2020
- Managed Customer Care operations, established service policies, and coordinated cross-departmental collaboration.
- Launched and managed an online resale marketplace, driving revenue, brand awareness, and community engagement.
Customer Care Associate
East Fork Pottery
10.2018 - 07.2019
- Delivered exceptional omnichannel support, driving retention and sales.
- Handled 300+ customer inquiries weekly with strong attention to detail and communication skills.
Education
Bachelor of Science - Sustainable Development
Appalachian State University
Boone2018
Skills
Sister to three brothers, friend, and partner Devoted to my Carolina dog, Rhodo Passionate about movies, skateboarding, and creating
Timeline
Senior Manager of Project Services
Inquiring Systems, Inc.
09.2024 - 03.2025
Customer Service Manager
Durham Exchange Club Industries, Inc.
02.2024 - 09.2024
Senior Sales Manager
East Fork Pottery
01.2023 - 08.2023
Senior Sales Manager of eCommerce
East Fork Pottery
04.2022 - 12.2022
Customer Care Manager
East Fork Pottery
08.2020 - 04.2022
Customer Care Team Lead
East Fork Pottery
07.2019 - 08.2020
Customer Care Associate
East Fork Pottery
10.2018 - 07.2019
Bachelor of Science - Sustainable Development
Appalachian State University
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