Marlena Fraginals
North Bergen,NJ
Summary
Experienced customer service manager with 15+ years in support operations, training, and conflict resolution. Skilled in CRM systems, escalation handling, and team coaching to improve service quality and customer satisfaction.
Customer service leader with a strong background in coaching teams, managing escalations, and maintaining accurate CRM records. Known for improving workflows, strengthening service standards, and keeping support queues moving efficiently. Brings strong time management, problem-solving, and communication skills.
Overview
22
22
years of professional experience
Work History
Customer Service Manager/Chat Support Representative
Snipes USA
Bensalem, PA
11.2020 - Current
- Trained over 20 associates on service standards, policy compliance, and effective communication for retail customer interactions.
- Led customer service operations, ensuring consistent resolution of inquiries, returns, and escalations.
- Monitored ticket queues, prioritized requests, and maintained timely follow-up across email, phone, and chat channels.
- Analyzed customer feedback and call trends to improve service workflows and reduce repeat inquiries.
- Implemented coaching plans that strengthened agent performance, accuracy, and customer satisfaction outcomes.
- Oversaw CRM documentation, ensuring complete case notes, issue tracking, and reliable service reporting.
- Improved support efficiency by refining escalation procedures and reinforcing consistent resolution standards.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Senior Customer Service Coordinator
Artistic Tile & Granite
Secaucus, NJ
03.2017 - 11.2020
- Coordinated customer orders, ensuring accurate specifications for tile and granite selections
- Managed order status updates and communicated delivery schedules with customers and sales teams
- Resolved product, shipment, and installation issues with timely, professional follow-up
- Reviewed quotes, invoices, and order details for accuracy before processing
Customer Service Lead
Albeebaby
North Bergen, NJ
05.2015 - 03.2017
- Led customer service workflows across phone, email, and chat support channels.
- Resolved order, shipping, and delivery issues with accurate, timely follow-up.
- Trained team members on product knowledge, return policies, and service standards.
- Reviewed escalated cases and coordinated solutions with warehouse and fulfillment teams.
Customer Service Sales Representative
Barnes and Nobles
Secaucus, NJ
09.2010 - 05.2015
- Assisted customers with product recommendations, store navigation, and checkout support.
- Processed sales transactions accurately using POS systems and handled returns, exchanges, and gift cards.
- Promoted memberships, promotions, and add-on products to support sales goals.
- Resolved customer concerns promptly while maintaining courteous, solution-focused service.
- Trained new associates on customer service standards, register procedures, and sales techniques.
Customer Service Representative
Vitaminshoppe
North Bergen, NJ
01.2005 - 08.2010
- Resolved customer inquiries across phone, email, and chat using product knowledge and policy guidance.
- Processed returns, exchanges, and order adjustments while maintaining accurate account records.
- Assisted customers with supplement recommendations, promotions, and loyalty program questions.
- Documented service interactions in CRM systems to support consistent follow-up and issue resolution.
- Coordinated with stores, fulfillment teams, and vendors to correct order and inventory issues.
- De-escalated complaints by identifying concerns quickly and delivering clear, solution-focused responses.
Education
Associate of Science - Human Services
Passaic County Community College
Paterson, NJ05-2016
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Training and mentoring
- Excellent time management skills
- Complaint resolution
- Customer relationship management (CRM)
- Conflict resolution techniques
- MS office
- Quality assurance
- Handling escalations
- Account management
- Staff training
- Positive and constructive feedback
- Training and coaching
- New hire training
- Sales proficiency
- Customer relationship management software (CRM)
- Report preparation
- Technical support
- Salesforce Zendesk,FreshBooks, Shopify, Arus, forter, and Cyber source and commerce cloudsoftware proficiency
Timeline
Customer Service Manager/Chat Support Representative
Snipes USA
11.2020 - Current
Senior Customer Service Coordinator
Artistic Tile & Granite
03.2017 - 11.2020
Customer Service Lead
Albeebaby
05.2015 - 03.2017
Customer Service Sales Representative
Barnes and Nobles
09.2010 - 05.2015
Customer Service Representative
Vitaminshoppe
01.2005 - 08.2010
Associate of Science - Human Services
Passaic County Community College