Maryanne Carson
Haskell,NJ
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
22
22
years of professional experience
Work History
SAV, Parts and Refurbishing Manager
Movado Group, Inc.
04.2020 - 04.2024
- Managed and motivated employees to be productive and engaged in work.
- Cross-trained existing employees to maximize team agility and performance.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Created and updated regular inventory reports and records.
- Participated in regular cycle counts to confirm accuracy of inventory records.
- Coordinated with suppliers to guarantee timely delivery of inventory and materials.
- Reduced stock discrepancies with thorough monitoring of inventory levels and timely resolution of issues.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
- Developed accurate forecasting models to predict future inventory needs and inform purchasing decisions.
- Provided expert advice on proper care and maintenance of refurbished items, increasing customer satisfaction levels.
- Increased efficiency by streamlining refurbishment processes and implementing time-saving techniques.
- Implemented quality control measures that resulted in fewer returns or complaints from customers.
- Developed strong relationships with vendors, negotiating discounts on materials without compromising quality.
- Optimized workflow by creating organized workstations, promoting a clean and efficient workspace for all team members.
- Consistently met or exceeded performance targets through meticulous attention to detail and strong work ethic.
After Sales Service Manager
Movado Group, Inc.
05.2015 - 04.2020
- Aided onboarding team members with one-on-one training sessions.
- Delivered exceptional customer service and handled all inquiries and complaints.
- Addressed areas that needed improvement and observed the team's performance.
- Reviewed account and service histories to identify trends and issues.
- Evaluated departments to identify strengths and weaknesses in operations and service.
- Enhanced customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Promoted a culture of excellence within the sales team by recognizing accomplishments and celebrating successes together as a group.
- Oversaw equipment maintenance schedules, prolonging the lifespan of machinery while reducing downtime due to repairs.
- Implemented quality control measures that resulted in fewer product defects returned from customers.
- Fostered an environment where open communication was encouraged among team members.
- Ensured timely completion of projects with effective resource allocation and scheduling.
- Scheduled maintenance and repair projects to maintain optimal performance of all equipment and systems.
- Purchased and oversaw inventory of supplies, tools and equipment.
- Updated policies to reflect changing demands and improve performance, quality and efficiency of workshop operations.
After Sales Service Supervisor
Movado Group, Inc.
04.2013 - 05.2015
- Delivered exceptional customer service and managed all inquiries and complaints.
- Addressed areas that needed improvement and observed the team's performance.
- Trained new employees in procedures and policies to maximize team performance.
- Managed schedules of team personnel to keep all shifts properly staffed.
- Resolved material and manpower shortage problems quickly and efficiently.
- Handled and applied with fish and wildlife for cities permits for international parts orders.
- Utilized highly effective scheduling and people skills to cultivate and build professional relationships with the company's management team.
- Provided coaching and mentorship to staff, resulting in improved performance and career growth.
- Back up manager for receiving, returns and shipping departments as needed.
Quality Assurance Liaison
Movado Group, Inc.
07.2011 - 04.2013
- Provide proactive solutions for areas of improvement (training, product placement, process, etc.)
- Collaborated closely with department heads to identify opportunities for process improvement initiatives.
- Act as a team liaison for quality control on orders and the importance of customer service.
- Packaging and wrapping customized orders.
- Coordinated multiple projects simultaneously, ensuring timely completion and alignment with organizational objectives.
- Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
- Acted as the liaison between upper management and staff members, promoting positive working relationships built on trust.
- Proactively identified potential challenges or roadblocks within projects, formulating contingency plans to ensure success.
- Established effective communication channels between departments by organizing and facilitating cross-functional meetings.
Call Center Team Lead
Movado Group, Inc.
09.2009 - 07.2011
- Responded to customer requests for products, services, and company information.
- Increased customer satisfaction by implementing effective call center strategies and providing timely solutions to customer concerns.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Collaborated with other departments to ensure seamless coordination of efforts towards shared organizational goals.
- Developed strong relationships with clients through excellent communication skills and problem-solving abilities, leading to increased trust in our services.
- Maintained up-to-date knowledge of industry trends and best practices, utilizing this information to guide the team''s ongoing development.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Optimized call center operations by identifying inefficiencies, recommending improvements, and implementing necessary changes.
- Promoted a culture of continuous learning within the team by sharing resources on industry updates and best practices.
Marketing Coordinator
Movado Group, Inc.
06.2006 - 09.2008
- Planned and executed internal and external marketing events.
- Created engaging brochures and flyers to use for promotional materials and distribution.
- Supported sales team efforts by creating persuasive sales collateral that clearly communicated product benefits.
- Developed visually engaging marketing materials to support product launches and promotions.
- Managed relationships with external vendors and contractors to acquire mutually benefiting contracts and successful project delivery.
- Managed CRM database to maximize customer outreach efforts and strengthen client relationships.
- Researched competitor trends and interpreted findings, reporting conclusions to supervisor.
- Performed office administrative duties to enhance team cohesiveness.
Customer Service Representative
Movado Group, Inc.
08.2002 - 06.2006
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
*Franklin Covey 4 Disciplines of Execution Workshop -
Franklin Covey Academy
04.2022
*The 7 Habits of Highly Effective People -
Franklin Covey Academy
04.2021
*The 4 Essential Roles of Leadership -
Franklin Covey Academy
04.2019
Business Writing -
Bergen Community College
Paramus, NJ04.2018
College -
Kean University
Union, NJ06.1996
Skills
- Excellent time management skills
- Team Building and Leadership
- Customer Relationship Management (CRM)
- Quality assurance optimization
- Organizational skills
- Relationship Building
- Training and mentoring
- Continuous Improvement
- SAP resolution
- BI reporting
Timeline
SAV, Parts and Refurbishing Manager
Movado Group, Inc.
04.2020 - 04.2024
After Sales Service Manager
Movado Group, Inc.
05.2015 - 04.2020
After Sales Service Supervisor
Movado Group, Inc.
04.2013 - 05.2015
Quality Assurance Liaison
Movado Group, Inc.
07.2011 - 04.2013
Call Center Team Lead
Movado Group, Inc.
09.2009 - 07.2011
Marketing Coordinator
Movado Group, Inc.
06.2006 - 09.2008
Customer Service Representative
Movado Group, Inc.
08.2002 - 06.2006
*Franklin Covey 4 Disciplines of Execution Workshop -
Franklin Covey Academy
*The 7 Habits of Highly Effective People -
Franklin Covey Academy
*The 4 Essential Roles of Leadership -
Franklin Covey Academy
Business Writing -
Bergen Community College
College -
Kean University
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