Marvin Wells
Mount Pleasant
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Mercantile Bank
Ithaca, MI
12.2024 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for customers and the company.
- Promoted the bank's products and services by consistently cross-selling to customers.
- Counted cash drawers and made bank deposits.
- Provided exceptional customer service during high-volume periods, demonstrating professionalism under pressure.
- Enhanced customer satisfaction by efficiently resolving issues and addressing inquiries.
- Collaborated with management to establish branch goals, and developing strategies to achieve them.
- Boosted overall branch performance by developing strong relationships with customers and providing personalized service.
- Researched and resolved customer issues on personal savings, checking, and line of credit accounts.
- Contributed to the achievement of branch sales targets through proactive promotion of financial products and services.
- Monitored cash levels and managed orders for currency and coins to ensure branch could meet daily customer demands.
- Addressed and resolved escalated customer issues, turning potential negative experiences into positive ones.
- Counted, verified and handled bank deposits and armored car transactions.
- Educated customers on online banking and mobile banking applications.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Monitored and verified suspicious activity on customer accounts.
- Referred customers to other banking departments for specialized services.
- Received loan and utility payments, sending funds to correct destinations.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Coordinated with other departments to address complex customer issues, resulting in timely resolution.
Operations Manager, Customer Experience
Raising Cane's Chicken
Lansing, MI
06.2024 - 11.2024
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Oversaw vendor relationships, ensuring timely delivery of products and services while maintaining cost controls.
- Mentored team members in developing their skills and advancing their careers within the organization.
- Managed inventory levels, reducing stock shortages while minimizing excess inventory costs.
- Conducted regular audits of internal processes to maintain compliance with regulatory requirements.
- Handled complaints, provided appropriate solutions, and alternatives within proper timeframes, and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Coordinated staffing schedules, optimizing resource allocation for peak periods without compromising service quality.
- Handled complaints, provided appropriate solutions, and alternatives within proper timeframes and followed up to achieve resolution.
- Monitored daily cash discrepancies, inventory shrinkage, and drive-off.
- Supervised the creation of exciting merchandise displays to catch the attention of store customers.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Managed purchasing, sales, marketing, and customer account operations efficiently.
Ascend Sports Bar and Night Club Supervisor
Soaring Eagle Casino
Mount Pleasant, MI
07.2018 - 06.2023
- Performed day to day operations of both available shifts for Sports Bar/Night Club
- Managing staff within company guidelines, ensuring all food and bar protocols are taken for fast delivery
- Made sure bar and food inventory was ordered and stocked
- Execute proper cash handling procedures and guest disputes with guest and employees
- Kept all celebrity shows, live bands, comedians acts, and weekly events booked and running in timely fashion
- Scheduling, employee evaluation, and data entry of write ups
- Kept Department Manager and Director Manager aware of day to day associate operations
- Maintaining Identification verification, surveillance and guest satisfaction.
- Dealt with over 200 to 500 guest daily.
- Skilled at working independently and collaboratively in a team environment
- Worked well in team setting, providing support and guidance
- Worked effectively in fast-paced environments
- Strengthened communication skills through regular interactions with others
- Organized and detail-oriented with strong work ethic
- Identified issues, analyzed information and provided solutions to problems
Casino Beverage Supervisor
Soaring Eagle Casino
Mount Pleasant, MI
06.2021 - 12.2022
- Implemented new drink policies, reducing over-pouring by 25%.
- Managed all day-to-day operations within budgeted guidelines.
- Used [Excel] to record ordering data and created organization and room storage system.
- Maintained strong guest satisfaction scores through exceptional service and strong conflict resolution skills.
- Encouraged prompt and regular attendance to keep team strong and consistently meeting customer demands.
- Led pre-shift huddles with staff to start teams on right foot to expertly handle guests' beverage needs.
- Controlled beverage budgets by forecasting needs, controlling expenses and eliminating waste.
- Oversaw work of 50 bartenders, 50 beverage servers and 10 bar attendants.
- Coordinated inventory for daily operations and special events.
- Trained and developed beverage staff on proper techniques, knowledge and skills.
- Kept team operating according to high standards of cleanliness and sanitation, protecting staff and guests from unnecessary risks.
- Purchased beverage stock and handled all inventory needs.
Security Guard
Soaring Eagle Casino
Mount Pleasant, MI
12.2017 - 07.2018
- Greeted over a 1000 guest professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Responded quickly to incidents and assessed active situations for security concerns.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Responded quickly to emergency situations to assess and deflect issues.
Server
SECR Sinikaung Steakhouse
Mount Pleasant, MI
10.2014 - 12.2017
- Provide guests friendly atmosphere and excellent customer service
- Move quickly and kept positive attitude while helping guests move through th ordering process
- Execute proper cash handling procedures.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Served food and beverages promptly with focused attention to customer needs.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Bussed and reset tables to keep dining room and work areas clean.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
Education
Associate of Arts - Liberal Arts
Saginaw Chippewa Tribal College
Mount Pleasant, MI05-2017
Associate of Science - Radiology
Mid-Michigan Community College
Mount Pleasant, MI12-2029
Some College (No Degree) - Radio And Television Broadcasting
Central Michigan University
Mount Pleasant, MISkills
- Proficient with various POS systems and Microsoft word
- 10 years in restaurant experience: dish washer, cashier, server, expo, food, prep, cook
- Retail sales and warehouse experience
- 5 years of supervisor experience
- Employee Evaluation
- Surveillance
- Guest Satisfaction
- Customer service
- Complaint resolution
- Professional telephone demeanor
- Call center operations
- Active listening
- Data entry
- Problem resolution
- Scheduling
- Product knowledge
- Appointment scheduling
- De-escalation techniques
- Computer proficiency
- Account management
- Account updating
- Product promotion
Additional Information
Barb Hill
Casino Beverage Manager/Supervised me
Phone number (989)506-3111
Melinda Coffin
CEO of Soaring Eagle Casino/ worked with me
Phone number (989)621-8968
Jack Krause
Ascend Sports Bar Manager/ Supervised me
Phone number (989)430-1821
Timeline
Customer Service Representative
Mercantile Bank
12.2024 - Current
Operations Manager, Customer Experience
Raising Cane's Chicken
06.2024 - 11.2024
Casino Beverage Supervisor
Soaring Eagle Casino
06.2021 - 12.2022
Ascend Sports Bar and Night Club Supervisor
Soaring Eagle Casino
07.2018 - 06.2023
Security Guard
Soaring Eagle Casino
12.2017 - 07.2018
Server
SECR Sinikaung Steakhouse
10.2014 - 12.2017
Some College (No Degree) - Radio And Television Broadcasting
Central Michigan University
Associate of Arts - Liberal Arts
Saginaw Chippewa Tribal College
Associate of Science - Radiology
Mid-Michigan Community College