Mary Macera
Fairview,NC
Summary
Seasoned customer service professional with twelve years of dedicated client interface experience. Demonstrates unwavering commitment to client satisfaction, striving to ensure each interaction is characterized by positivity, comfort, and meaningful impact. A collaborative team member, fostering a constructive environment with a consistently upbeat demeanor. Known for a diligent and industrious approach, adept at managing multiple tasks efficiently and effectively. Reliably personable and performance-oriented, characterized by a keen attention to detail, focus, and adaptability.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Housekeeping Supervisor
Holiday Inn
03.2022 - Current
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Worked with front desk to respond promptly to all guest requests.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Completed schedules, shift reports, and other business documentation.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Collaborated with front desk staff to address guest concerns promptly, promoting an atmosphere of exceptional customer service.
- Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
- Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
- Regularly monitored employees'' adherence to hotel policies and procedures, ensuring consistent application of brand standards across the department.
- Provided ongoing feedback and support to housekeeping staff, fostering a culture of continuous improvement and professional development.
- Optimized workflow by regularly assessing employee performance and reallocating resources as needed, maximizing team efficiency.
Housekeeping Supervisor
CAMBRIA HOTEL/HAYWOOD PARK HOTEL
05.2021 - 03.2022
- Housekeeping supervisor in charge of managing employees during the morning, afternoon, and nighttime shifts
- Responsibilities included inventory, scheduling, and assigning employees with a task of duties for the day
- Responsibilities also included ensuring that the hotel is a consistently safe and exceptionally clean environment at all times
- Experience also included inspecting all of the rooms and ensuring that the housekeepers cleaned all rooms before they are sold to guarantee that the rooms are in pristine condition
- Last, experience in handling maintenance issues by issuing maintenance request into a computer system and then following up to conclude that the issue has been fixed.
Service Scheduler/Coordinator
Prestige Subaru
09.2019 - 05.2021
- Service scheduling associate that responded to multiple incoming phone calls in a very professional and friendly outgoing manner
- Scheduled service appointments based on the customer's needs and concerns while establishing customer trust
- Specialized in customer service to deescalate emergency situations while also demonstrating comfort and understanding
- Knowledge in Word, Excel, PowerPoint, and Spreadsheet operations to efficiently and effectively organize scheduling and updated phone line references
- Consistently emailed and performed outbound phone calls daily to gather insight on customer experiences
- Regularly inquired on how to make the customer's experience more pleasant and productive to improve on quality of performance
- Recognition of all updated phone line extensions and comprehension on whom to transfer customer inquiries for the best results
- Routinely scanned all paperwork assigned in a very expeditious and proficient manner into a computer system
- Systemically organized all scanned paperwork into the computer system before confidently saving all paperwork into a file system.
- Managed communication with clients to ensure clear understanding of their needs and expectations, resulting in improved reviews.
- Utilized specialized software tools for efficient organization of daily schedules across multiple teams.
GNC Sales Associate
GNC
01.2019 - 07.2019
- Sales associate that specialized in sale techniques, customer relationships, organization, product knowledge, and money handling
- Greeted all customers with a warm and helpful attitude and recommended merchandise based on the customer's concerns and needs
- Also informed the customer on special promotions to increase sales and build trust
- Managed the establishment as a single employee by cleaning and sanitizing the building, shelves, merchandise, and bathrooms
- Received, lifted, and organized incoming merchandise 40lbs and higher
- Handled cashier responsibilities with efficient and accuracy
- Performed closing duties by securing the establishment, merchandise, and money safely and with awareness and caution.
Sales Clerk/Cashier/Pharmacy Assistant
Publix
12.2015 - 10.2018
- Responding to all customer inquiries in a timely matter
- Provided friendly customer service at a prescription drop-off and pick-up counters
- Accurately pulled medications from the shelf
- Communicated with all customers and staff in a pleasant and professional manner
- Verified patient data and billing information
- Strictly maintained customer and patient confidentiality
- Consistently upheld proper pharmacy and general safety procedures and standards
- Assessed customer needs and responded to questions
- Cleaned and straightened work area
- Issued receipts for purchases and gifts
- Bagged merchandise by following standard procedures
- Worked with customer service to resolve issues
- Operated cash register with proficiency and accuracy
- Provided professional and courteous service at all times
- Worked overtime shifts during busy periods when needed.
Receptionist
Great Clips
07.2012 - 12.2015
- Managed the receptionist area, including greeting guests and responding to telephone and in-person requests for information
- Maintained the front desk and reception area in a neat and organized fashion
- Made copies, sent faxes and handled all incoming and outgoing correspondence
- Managed daily office operations and maintenance of equipment
- Managed inventory of products in a fast and accurate manner.
Sales Consultant
Arbonne
01.2014 - 06.2014
- Recommended and helped customers select merchandise based on their needs
- Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates
- Informed customers about sales and promotions in a friendly and engaging manner.
Education
UX/UI Designing
DesignLab
03.2024
Food And Nutrition
AFPA
05.2022
Foods, Nutrition, And Wellness Studies
IIN
11.2019
High School Diploma -
Weddington High School
Matthews, NC01.2012
Skills
- Exceptional Customer Service
- Computer Skills in Microsoft Word, Excel, and Power Point
- Organization, Cleanliness
- Problem solving
- Sales
- Building effective relationships
- Proper Money Handling Procedure
- Team work in Collaboration
- Time management
- Written and Verbal Communication
- Front Desk
- Pricing
- Personal Training
- Health Coaching
- Sales Experience
- Customer Service
- Computer Skills
- Phone Etiquette
- Leadership Experience
- Time Management
- Teamwork
- Spreadsheets
- Schedule Appointments
- Group Fitness
- Microsoft Outlook
- Sports Coaching
- Supervising experience
- Prototyping
- User Research
- Design thinking
- UX Design
- Wireframing
- Visual design
- Wireframing and Prototype Design
- UX architecture
- Interaction design
- User Experience Testing
- Journey Mapping
- Mobile Design
- Responsive design
- Usability Testing
- Website Architecture
- UX Performance Analysis
- Solution prototypes
- Web Design
- Team Collaboration
- Attention to Detail
- Issue Resolution
- Task Prioritization
- Creative and Innovative
Certification
- Certified Holistic Health Coach of the Institute of Integrative Nutrition.
- Certified Nutritionist of AFPA
- Certified UX/UI Designer of DesignLab
Timeline
Housekeeping Supervisor
Holiday Inn
03.2022 - Current
Housekeeping Supervisor
CAMBRIA HOTEL/HAYWOOD PARK HOTEL
05.2021 - 03.2022
Service Scheduler/Coordinator
Prestige Subaru
09.2019 - 05.2021
GNC Sales Associate
GNC
01.2019 - 07.2019
Sales Clerk/Cashier/Pharmacy Assistant
Publix
12.2015 - 10.2018
Sales Consultant
Arbonne
01.2014 - 06.2014
Receptionist
Great Clips
07.2012 - 12.2015
UX/UI Designing
DesignLab
Food And Nutrition
AFPA
Foods, Nutrition, And Wellness Studies
IIN
High School Diploma -
Weddington High School