Summary
Work History
Skills
Timeline
Generic

MARYROSE ROGERS

Oklahoma City,OK

Summary

Encouraging team lead 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.

Work History

Resource Desk Senior Support Specialist

Zappos
  • Assisting Resource Desk level 1 staff with troubleshooting challenging situations
  • Leading team meetings, participating in check-in and providing feedback when necessary
  • Managing multiple side roles and projects.
  • Responsibilities include training new team members, surfacing gaps, improving processes, communicating updated and providing feedback and coaching
  • Collaborating with supervisors and senior support to share wins and areas of opportunities for each side role managed.

Resource Desk level 1

Zappos
  • Supporting both our native and our global partners with unusual customer situations
  • Assisting with internal and external contacts which includes phones, chat and emails
  • Assist with issues through any Recourse Desk ticketing system which includes SIM and JIRA
  • Handled and resolved high leveled customer escalations
  • Processing customer shipping modifications through appropriate carriers
  • Monitoring real time metrics queue for availability before partaking in any non-available activity
  • Staying informed about policies and processes.

Customer Loyalty

Zappos
  • Providing customers with a WOW experience via phone and email in a call center environment.
  • Responsible for processing, updating, and cancelling orders
  • Providing detailed information on shipping status
  • Being knowledgeable in products available and giving best recommendations based on customer’s needs.

Account Executive

Eagle Management Group
  • With a focus of cultivating new partnerships with Exhibit Houses as well as client retention
  • Account Management work, filing, ordering and overseeing projects.

Client Experience Manager

Brumark
  • Exceeded 2017 annual sales goal by 61K by the end of April
  • Currently 252k over same time last year
  • Exceeded 2016 annual sales goal by 1.78MM
  • 30K over annual goal by end of April
  • Acquired 22 new clients for 2017 YTD
  • Revived 16 dormant accounts in same time period
  • Acquired 13 new clients for 2016
  • Revived 7 dormant accounts for 2016
  • Top Salesperson in terms of total revenue and % over goal for 2016 and 2017 YTD.

Account Manager

Brumark
  • Consistently meet and exceed monthly sales goals, including top performance of 175% attainment
  • Build rapport and maintain existing client relationships, while delivering high level customer service
  • Provide customers with product information, availability, pricing, as well as cross sell and upsell
  • Process all client orders
  • Create and maintain accurate estimates and client records
  • Assist clients with technical issues and product application.

Guest Experience Specialist

Capital City Country Club
  • Receptionist, responsible for managing schedules, responding to calls, email and inventory request
  • Server/Waitress/Beverage Attendant providing outstanding customer service to all guests
  • Partnered with Catering Director on several special events, assisting with check in, vendor information, last minute adjustments, and party favors
  • Excellent interpersonal skills with the ability to build rapport with clientele
  • Team player, noted for volunteering to work additional shifts, in other departments.

Department Supervisor

Old Time Pottery
  • Fosters customer centric culture by recognizing and rewarding team
  • Ensures optimal floor coverage to maximize customer engagement, selling and task completion based upon the payroll goal
  • Reviews and adjusts schedule to ensure appropriate floor coverage to complete all workload and to maximize sales
  • Executes focal process for sales and sales support employees
  • Creates development and training plans for direct reports
  • Provides in the moment feedback to staff to maximize sales
  • Ensures hallmark customer experience by assessing interactions on the sales floor
  • Implements action plans to improve key performance indicators to maximize business opportunities.

Skills

  • Ticket management
  • Incoming Call Management
  • Customer Relationship Management
  • Policy Development
  • Escalation Handling
  • Employee Evaluation
  • Process Improvement

Timeline

Resource Desk Senior Support Specialist

Zappos

Resource Desk level 1

Zappos

Customer Loyalty

Zappos

Account Executive

Eagle Management Group

Client Experience Manager

Brumark

Account Manager

Brumark

Guest Experience Specialist

Capital City Country Club

Department Supervisor

Old Time Pottery

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MARYROSE ROGERS