Marlen Marin
Middletown,NY
Summary
Accomplished Customer Experience Team Lead with expertise in customer relationship management, conflict resolution, and process improvement. Drive team performance and enhance customer satisfaction through effective communication and leadership. Focused on delivering impactful results and elevating customer experiences.
Overview
1
1
Language
16
16
years of professional experience
Work History
Customer Experience Team Lead
Victoria's Secret & PINK
Middletown, New York
11.2023 - Current
- Recruited, trained, managed, and evaluated Customer Experience Team personnel to enhance service delivery.
- Coached associates on customer service standards and brand presentation to improve customer satisfaction.
- Monitored fitting room flow and resolved guest concerns to ensure a positive shopping experience.
- Led front-of-house teams through Victoria's Secret and PINK selling floor routines.
- Supported register operations, returns, and transaction accuracy.
- Trained new associates on product knowledge and selling behaviors.
- Communicated daily priorities with management and sales associates.
- Coordinated floor recovery and merchandise organization across departments.
Key Holder Supervisor
Childrens Place Inc.
Middletown, NY
06.2018 - 11.2022
- Supervised Children’s Place store associates during opening, closing, and daily floor coverage to ensure smooth operations.
- Monitored register operations, cash handling, and daily drawer reconciliation to maintain financial accuracy.
- Supported customer service by assisting with fitting room needs, locating products, and resolving issues to enhance customer satisfaction.
Shoe Department Lead
Shoe Dept
Middletown, NY
09.2015 - 11.2018
- Led Shoe Dept sales floor operations and daily customer service
- Trained associates on footwear fitting and product knowledge to enhance customer service experience
- Merchandised shoes, accessories, and seasonal displays to optimize visual appeal and drive sales
- Assisted customers with size, style, and comfort selection
- Opened and closed Shoe Dept registers and sales area
- Processed payments using POS system accurately and efficiently.
- Trained new staff on customer service techniques, product knowledge, and store policies.
- Organized and stocked shelves with new inventory of shoes to ensure product availability and promote sales
Sales Associate
Crazy 8
Middletown, NY
06.2010 - 10.2013
- Greeted families and assisted shoppers with Crazy 8 clothing selections
- Assisted customers in locating products, addressed inquiries, and provided tailored product recommendations.
- Recommended outfits and accessories based on customer preferences
- Managed point-of-sale system for efficient processing of purchases, returns, and exchanges.
- Organized fitting rooms and supported customers with size and style needs
- Restocked merchandise and organized sales floor displays to enhance customer shopping experience.
- Processed shipments and placed new inventory on racks and tables
Education
Middletown High School
Middletown, NYSkills
- Customer service
- Employee training
- Team leadership
- Sales floor management
- Store operations
- POS systems
- Cash handling
- Register reconciliation
- Inventory control
- Visual presentation
- Employee coaching
Languages
Spanish
Professional
Timeline
Customer Experience Team Lead
Victoria's Secret & PINK
11.2023 - Current
Key Holder Supervisor
Childrens Place Inc.
06.2018 - 11.2022
Shoe Department Lead
Shoe Dept
09.2015 - 11.2018
Sales Associate
Crazy 8
06.2010 - 10.2013
Middletown High School