Marks Lane
Raleigh,North Carolina
Summary
Exceptional Guest Relations Manager began career quickly excelling as an analyst for Dun & Bradstreet and went on to complete Master's degree in Film. After graduate school, candidate worked on film productions and as a story analyst at The Disney Studios before returning to North Carolina in non-profit as a regional development director. The applicant's interest in mass and specialized communications as a corporate communications director led to the role of chief speech writer for the North Carolina Council of State followed by management of retail for a world-renowned restaurant and as a salesman for Saks Fifth Avenue. This candidate's aim is to join a larger and more diverse organization than the current employer to tackle, contribute and to improve its communications or guest relations program.
Overview
33
33
years of professional experience
Work History
Guest Relations Manager
Johnson Lexus of Raleigh
01.2024 - Current
- Greeting 200+ guests daily to discuss individual expectations from service of vehicles to selection of new or previously owned vehicles;
- Proactively getting ahead of guest issues by discussing guest expectations;
- Delivering and fostering a premier level of guest care;
- Primary Lexus Brand Ambassador demonstrating the Japanese philosophy of Omotenashi, meaning exceptional care of guests;
- Assisting management, sales personnel and service advisors in the analyses of encounters between guests and dealership staff;
- Reviewing 'Dealer Daily' guest surveys with ratings ranging from 1 (poor) to 5 (excellent) and discussing results with management;
- Throughout 2024, raising total Lexus/Nextgen Survey Score from 4.8 to 4.9 (out of 5.0) and reducing complaints handled by General Manager by 32%;
- Contacting guests who report unsatisfying or unacceptable experiences with sales and service staff to find mutually satisfying solutions;
- Providing staff and management with critical and constructive insights into complex issues and guiding them through short-term and longterm initiatives;
- A division of Johnson Automotive
Warehouse Associate
Century Fasteners Corporation
09.2022 - 03.2023
- Company Overview: Employed by Synerfac Technical Staffing
- Weighed, measured, bagged and boxed fastener parts; filling orders and preparing shipping labels
- Assembled multiple fastening parts to create kits for construction and aerospace clients
- Located parts in P21 system to prepare for assembly
- Weighed, measured and calculated orders
- Prepared orders for shipping internationally and domestically
- Employed by Synerfac Technical Staffing
Fulfillment Center Associate I
AMAZON
09.2021 - 04.2022
- Company Overview: DRT8
- Following full vaccination for COVID-19, began full-time, seasonal delivery warehouse associate job
- Received and processed 50,000 to 100,000 packages overnight
- Sorted, stowed, picked and stacking carts for staging
- Stowing rate: 360 packages per hour
- Assisted drivers with loading trucks
- DRT8
Delivery Assistant
AMAZON
10.2019 - 04.2020
- Company Overview: AMXL, LMH Logistics, PLLC
- NOTE: In May of 2020, half of AMXL work force was laid off due to COVID-19
- Loaded between 40 and 60 packages weighing 50 to 300 pounds into 16' and 26' branded box trucks
- Delivered packages on routes of 150 to 300 miles per day in multiple counties of North Carolina
- Co-navigated routes with drivers using GPS, 'rabbits' and Google maps
- Excelled at quick, safe deliveries of up to 60 stops daily in record time beating specified delivery metrics by 2 to 3 hours per day
- Completed and submitted logs and paperwork every day to maintain records
- AMXL, LMH Logistics, PLLC
Senior Sales Associate, Chanel Specialist
SAKS FIFTH AVENUE
06.2012 - 09.2016
- Ranked #3 of 47 sales associates with annual sales volume of $600,000
- Represented brands including Chanel, Celine, Chloe, Christian Dior, Gucci, Hermes, Prada and Louis Vuitton
- Utilized multi-platform marketing campaigns including social media, call campaigns, e-mails and texts
- Recognized 6 times as Employee of The Month
Retail Manager, Host and Communications Writer
THE ANGUS BARN, The Country Store
06.2006 - 06.2011
- Managed proprietary and multiple brands, vendors, purchasing, merchandising and sales of wine, memorabilia and 300 gift items
- Trained and supervised new employees and seasonal employees in The Country Store
- Managed monthly inventory and issued reports to the controller and general manager
- Raised annual sales volume by 38% over 5 years
- Implemented strong wine sales program with Wine Cellar manager/sommelier
- Rewarded for steady increases in sales and given steady raises in commission and salary
Chief Speech Writer & Communications Consultant
North Carolina Council of State, Department of Administration
10.2000 - 03.2002
- Researched, wrote and edited extensive documents for Secretaries Katie Dorsett and Gwynn T
- Swinson at the Department of Administration including speeches, press releases and media plans
- Consulted Director of Communications on reconstruction of public information delivery and dissemination
- Managed press conferences for the Secretary
- Created communications plans for various divisions in the Department of Administration
- Edited innumerable documents for all divisions of the Department
- Advised members of the Council of State on public affairs strategies
Director, Corporate Communications
INTERNATIONAL HERITAGE, INC
01.1998 - 03.2000
- Supervised communications including public, media and investor relations
- As company spokesperson, managed daily inquiries from international, national and regional media and investors
- Managed relationships with Wall Street including research analysts, market makers and retail brokerages
- Supervised projects of 8 employees in graphics, marketing and legal departments
- Wrote and edited marketing communications for Web site content; worldwide press releases; MD&A for quarterly reports; monthly catalogues and newsletters; collaterals; and 10Ks, 10Qs and 8Qs
- Managed outside relationships with public relations, investor relations and advertising firms in North Carolina, New York City and Los Angeles
- Managed relationships with 'The Wall Street Journal,' 'The New York Times,' Reuters, Bloomberg and Hoover's
Director of Development
Triangle AIDS Interfaith Network
01.1992 - 12.1997
- Raised annual budget of $1.4 million through major gifts; planned and annual giving; grants; foundation relations; special events; and congregational support
- Created and grew AIDSWALK, the annual, signature event that has raised $10 million to date
- Spoke to civic groups and congregations of all faiths frequently
- Wrote and edited quarterly newsletters and special event newsletter circulated to 23,788 subscribers
- Managed planned giving through American Express Financial Advisors
- Overhauled 'Evening With Friends' to increase participation by 60% over three years
- Managed long range-planning, publicity and special endowments committees and trained 2,000 volunteers
Education
Master of Arts - Film Producing
The University of North Carolina At Greensboro
Greensboro, North Carolina07.1998
Bachelor of Arts - English & Communications
The University of North Carolina At Greensboro
Greensboro, North Carolina05.1983
Skills
- Expert Active Listening
- Excellent Guest Relations and Diplomacy Skills
- Critical Thinking
- Language
- Data Analysis
- MS Office Proficiency
- Superior Organizational Skills
- Ability to Adapt to Quick Speeds
- Counseling Skills for Sales and Management
- Exceptional Public Speaking and Presentations
- Cultural Awareness and Respect
- Ability to Work Independently or as Part of a Team
- Executive Communications
- Quality Improvement Leadership
- Sales and Upselling
Timeline
Guest Relations Manager
Johnson Lexus of Raleigh
01.2024 - Current
Warehouse Associate
Century Fasteners Corporation
09.2022 - 03.2023
Fulfillment Center Associate I
AMAZON
09.2021 - 04.2022
Delivery Assistant
AMAZON
10.2019 - 04.2020
Senior Sales Associate, Chanel Specialist
SAKS FIFTH AVENUE
06.2012 - 09.2016
Retail Manager, Host and Communications Writer
THE ANGUS BARN, The Country Store
06.2006 - 06.2011
Chief Speech Writer & Communications Consultant
North Carolina Council of State, Department of Administration
10.2000 - 03.2002
Director, Corporate Communications
INTERNATIONAL HERITAGE, INC
01.1998 - 03.2000
Director of Development
Triangle AIDS Interfaith Network
01.1992 - 12.1997
Master of Arts - Film Producing
The University of North Carolina At Greensboro
Bachelor of Arts - English & Communications
The University of North Carolina At Greensboro
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