Marlena Rico
San Carlos,CA
Summary
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
17
17
years of professional experience
Work History
Customer Experience Manager
Michaels
San Mateo, California
12.2023 - 09.2024
- Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Trained and executed Cash Handling Procedures and Policies.
- Maintained accurate records of all interactions with customers, including phone calls and emails.
- Identified opportunities for improving existing processes related to providing an outstanding level of service.
- Facilitated communication between various stakeholders throughout the organization when it comes to matters related to enhancing the customer experience.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Revised department schedules to maximize coverage during peak hours.
Manager
AutoZone
Redwood City, California
02.2018 - 06.2021
- Staff oversight and schedule development.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Monitored staff performance and addressed issues.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Conduct inventory reviews and reports
Park Ranger
Wild Water Adventure Park
Fresno, California
06.2017 - 10.2017
- Patrol assigned areas on foot or in vehicle to ensure public safety and compliance with existing park ordinances
- Direct patrons to rides, seats, or attractions
- Provide information about facilities, entertainment options, and rules and regs
- Monitor and authorize park entrance and departures of visitors to guard against theft and maintain security
Call Center Representative
Alorica
Fresno, California
06.2016 - 08.2016
- Answered incoming calls, greeting callers, providing information, transferring calls, and taking messages as necessary
- Operate communication systems such as telephone, switchboard, intercom, and public address
- Page staff members via interoffice communication equipment
- Resolve wireless customer service billing issues and account services
Receptionist
Crystal Springs Catering
Redwood City, California
01.2009 - 02.2010
- Consult with customers to obtain objectives and requirements for catered events
- Review event bills for accuracy and approve payments; prepare invoices
- Coordinate services for special events, such as facilities, signage, displays, special needs requirements, printing and event security
- Investigate and resolve complaints regarding food quality, service, or accommodations
Swim Instructor
YMCA
Redwood City, California
02.2008 - 06.2008
- Instruct participants in swimming or other recreational activities and provide safety precaution information
- Contact emergency medical personnel in case of serious injury
- Rescue distressed individuals using rescue techniques and equipment
- Patrol and monitor recreational swim areas on foot and in the tower
Education
High School Diploma -
Redwood High School
Skills
- Excellent Customer Service Experience
- Poised Professional
- Effective Communicator
- Team Player
- Organizational Skills
- Interpersonal Skills
- Proficient with Microsoft Excel, Outlook and Word
Timeline
Customer Experience Manager
Michaels
12.2023 - 09.2024
Manager
AutoZone
02.2018 - 06.2021
Park Ranger
Wild Water Adventure Park
06.2017 - 10.2017
Call Center Representative
Alorica
06.2016 - 08.2016
Receptionist
Crystal Springs Catering
01.2009 - 02.2010
Swim Instructor
YMCA
02.2008 - 06.2008
High School Diploma -
Redwood High School
Similar Profiles
Tammie ShawTammie Shaw
Customer Experience Manager at MichaelsCustomer Experience Manager at Michaels
DAMARIS SANTIAGODAMARIS SANTIAGO
Operations Manager at MichaelsOperations Manager at Michaels
Nicole SchreierNicole Schreier
Acting Store Manager/ CEM at MichaelsActing Store Manager/ CEM at Michaels
Terry PenkoTerry Penko
Team Member at MichaelsTeam Member at Michaels
Jazmin VelascoJazmin Velasco
Deputy Sheriff at San Mateo County Sheriff's OfficeDeputy Sheriff at San Mateo County Sheriff's Office