Marissa Shankles
Vacaville
Summary
Motivated individual with proven ability to exceed customer expectations and resolve customer issues in a timely and effective manner. Skilled in using a variety of customer service platforms and software to ensure customer satisfaction.
Overview
8
8
years of professional experience
Work History
Client Service Representative
PARKWAY ANIMAL CENTER
11.2023 - 04.2024
- Received and responded to high-volume incoming calls and emails in a timely manner
- Responded to complaints and resolved issues while providing high-quality customer service
- Performed administrative duties such as filing paperwork, updating databases and preparing documents
- Navigated multiple computer applications while interacting with clients
- Processed payments accurately, including cash handling, credit card processing and check deposits
- Assisted customers in navigating through various web pages on the company's website during their purchase process
Client Service Representative Manager
PARKWAY ANIMAL CENTER
04.2023 - 11.2023
General Manager
IN-SHAPE SOLUTIONS, LLC
08.2021 - 12.2022
- Managed profit goals against budget and prior year, keeping controllable costs within budget
- Assessed team member performance through formal reviews leading to promotions or terminations as necessary
- Managed customer service teams to ensure quality customer satisfaction and increase customer loyalty
- Created policies, procedures and guidelines for staff members' daily operations
- Used computerized inventory system to plan and manage adequate inventory levels
- Executed sales and operational activities, producing results that met or exceeded business plan
- Met safety and security standards by overseeing preventative maintenance and repairs
- Recruited team members for maintaining adequate staffing levels according to projected sales
- Oversaw budgeting activities, monitored expenses and analyzed variances from plan
- Planned, coordinated and oversaw company events and promotions
- Organized regular meetings with department heads to review progress on projects and initiatives
- Prepared staff work schedules and assigned specific duties
- Established and monitored KPIs to optimize company performance
Assistant General Manager
IN-SHAPE SOLUTIONS, LLC
08.2019 - 08.2021
- Performed weekly inventory audits to ensure accuracy of stock levels, pricing and product placement
- Stocked and replenished merchandise according to merchandising layouts
- Determined customer needs by asking relevant questions and actively listening to responses
- Reviewed company reports to analyze sales, gross profit, and inventory activity
- Prepared staff work schedules and assigned specific duties
- Utilized data analytics techniques to identify areas for improvement
Fitness Adviser
IN-SHAPE SOLUTIONS, LLC
11.2017 - 08.2019
- Demonstrated ability to guide clients in developing individualized fitness plans and goals
- Monitored gym activities ensuring that all safety regulations were followed correctly
- Built relationships with new customers through excellent customer service skills
- Educated clients on proper form and technique for various exercises
- Engaged with members via social media platforms in order to keep them motivated and informed about upcoming events
- Provided guidance on how to modify exercises based on individual circumstances or limitations
- Performed administrative duties such as scheduling appointments, maintaining inventory, filing paperwork
Service Coordinator, General
STEVE HAWKINS OF FAIRFIELD
09.2016 - 10.2017
- Responded to customer inquiries in a timely and professional manner
- Resolved complex issues quickly and efficiently while maintaining professionalism
- Provided excellent customer service to clients and colleagues using strong communication skills
- Managed a high volume of incoming calls and emails
- Adapted to changing priorities and handled unexpected situations effectively
- Prioritized workloads and managed multiple tasks efficiently to meet deadlines
Education
High School Diploma -
Armijo High School
911 Basic Dispatch Academy -
Napa Valley Community College
Skills
- Sales Strategies
- De-Escalation Techniques
- Problem-Solving
- Professional telephone demeanor
- Customer Relations
- Database management
- Data entry
- Customer data confidentiality
- Data management
- Data evaluation
Timeline
Client Service Representative
PARKWAY ANIMAL CENTER
11.2023 - 04.2024
Client Service Representative Manager
PARKWAY ANIMAL CENTER
04.2023 - 11.2023
General Manager
IN-SHAPE SOLUTIONS, LLC
08.2021 - 12.2022
Assistant General Manager
IN-SHAPE SOLUTIONS, LLC
08.2019 - 08.2021
Fitness Adviser
IN-SHAPE SOLUTIONS, LLC
11.2017 - 08.2019
Service Coordinator, General
STEVE HAWKINS OF FAIRFIELD
09.2016 - 10.2017
911 Basic Dispatch Academy -
Napa Valley Community College
High School Diploma -
Armijo High School
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