Hi, I’m
Marly Zapata
Summary
ACCOUNT MANAGEMENT | CLIENT RELATIONS | CUSTOMER SUPPORT | STRATEGIC PLANNING PROFESSIONAL SUMMARY
Highly dynamic, analytical, and self-motivated professional with a track record of effectively managing multiple priorities, fostering strong business relationships, and delivering exceptional customer service. Demonstrated ability to maintain a keen eye for detail and consistently exceed departmental expectations.
Overview
9
years of professional experience
1
Certification
Work History
Outsourced Doers
Sr. Onboarding Manager
06.2021 - Current
Job overview
- Supported new business owners in navigating the early stages of their partnership with Outsource Doers.
- Delivered comprehensive tech-stack tools training via easily accessible loom videos and personalized 1:1 coaching sessions.
- Implemented tailored strategies to enhance client satisfaction, retention, and ongoing success.
- Successfully onboarded numerous business owners during the 4-week journey, maintaining constant communication through emails, texts, and phone calls.
ShipMonk
Account Manager/ Onboarding Specialist
01.2018 - 05.2021
Job overview
- Assisted with helping the company become a global e-commerce brand by helping merchants increase their LY sales numbers; Manages a queue of incoming merchant contacts (phone, chat, and email) and tickets on a daily basis, including following up to inquiries based on dates that were committed to
- Partners with warehouse management and developers to ensure requests are completed on-time and in a professional manner; Builds sustainable, long-term relationships with merchants
- Educated merchants on service offerings and help them proactively plan to minimize issues; Supported merchant’s projects and assist throughout their lifecycle
- Identifies opportunities to improve merchant experience and propose upgrades and new products
European Wax Center
Assistant area Manager
01.2017 - 12.2017
Job overview
- Oversaw operational practices making sure that each branch runs smoothly and met projected revenues and sales estimates; Applied innovative approaches and techniques to keep updated with competition
- Coordinated with, reported and made recommendations to senior management to grow market share, improve customer experience and drive growth
- Ensured that each branch delivered value and excellence to the clients
- Cultivated and grow a strong team of committed managers that maintained profit margins
- Ensured that all projects are executed profitably and in compliance to standardized business practices
Kipling, Inc
Store Manager
01.2015 - 01.2017
Job overview
- Maintained store staff by recruiting, selecting, orienting, and training employees
- Achieved financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
- Identified current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements
- Ensured availability of merchandise and services by approving contracts; maintaining inventories
- Formulated pricing policies by reviewing merchandising activities; determining additional needed sales promotion; authorizing clearance sales; studying trends
Education
John Jay College of Criminal Justice of The City University of New YorkNew York, NY
International Criminal Justice from INTERNATIONAL CRIMINAL JUSTICE PROGRAM
05.2014
Skills
- Microsoft Office (Word, Excel, PowerPoint, Outlook), Asana, Infusion soft, helpscout, Basecamp, and Slack
Certification
Interpersonal Communication | Sales | Relationship Management | Project Management | Process Improvement | Staff Leadership & Training | Team Collaboration
Fluent in Spanish
Spanish is my first language, and I am fully fluent in it.
Languages
Spanish
Native or Bilingual
Timeline
Sr. Onboarding Manager
Outsourced Doers
06.2021 - Current
Account Manager/ Onboarding Specialist
ShipMonk
01.2018 - 05.2021
Assistant area Manager
European Wax Center
01.2017 - 12.2017
Store Manager
Kipling, Inc
01.2015 - 01.2017
John Jay College of Criminal Justice of The City University of New York
International Criminal Justice from INTERNATIONAL CRIMINAL JUSTICE PROGRAM
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