Michael Santa Maria
Bristol,CT
Summary
Dynamic and results-oriented professional with a proven track record at Zocdoc in enhancing client relationships and driving revenue growth through strategic marketing and process improvements. Expert in client relationship management and digital marketing, with a knack for problem-solving and team collaboration. Achieved significant operational efficiencies and increased employee engagement through innovative development initiatives.
Overview
10
10
years of professional experience
Work History
Provider Experience Specialist
Zocdoc
Bristol, CT
01.2023 - Current
- Developed strong relationships with clients, leading to increased trust and repeat business.
- Worked with Salesforce to triage, document and record issues and submit work requests
- Aligned team objectives with organizational goals, resulting in an increased level of overall success and employee engagement.
- Reduced operational expenses by implementing process improvements, automation tools, and resource optimization techniques.
- Championed employee development initiatives such as mentorship programs, skills training workshops, and performance evaluations designed for continuous growth opportunities.
- Researched and resolved complex issues and appeals to facilitate prompt resolution..
- Drove revenue growth by developing new business opportunities through networking events, trade shows, and referrals.
- Conducted thorough market research, leading to more targeted marketing campaigns and increased sales.
- Identified and reported on utilization patterns to enhance quality of service delivery.
- Provided exceptional service to high-value clients, resulting in strong retention rates and long-term partnerships.
- Spearheaded the adoption of cutting-edge technology platforms to enhance overall organizational performance.
- Identified appropriate marketing channels and target customers for campaigns.
- Tracked key metrics and developed spreadsheets and data models
- Created customized marketing materials to increase product awareness.
- Conducted primary and secondary research to better understand customer needs and behaviors.
Assistant Manager
Plan B Burger Bar
Southington, CT
01.2020 - 01.2023
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Created and maintained company social media accounts and targeted marketing efforts by organizing posts, events, and photo shoots to ensure consistent stream of content to increase business.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Increased sales through effective merchandising strategies and targeted promotions.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Monitored sales trends to adjust pricing strategies for optimal profitability.
Bar Manager
Tavern 42
Plantsville, CT
11.2014 - 01.2020
- Closed out cash register and prepared cashier report at close of business.
- Created a welcoming atmosphere, fostering a loyal customer base and repeat business.
- Oversaw maintenance tasks for the bar area, ensuring a clean and safe environment for patrons at all times.
- Mentored and trained staff members to ensure exceptional customer service standards.
- Maximized customer service by training staff, overseeing operations, and resolving issues.
- Crafted special drink and cocktail menu items for seasonal offerings.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Maintained high standards of customer service by staying up to date on bar and menu options and providing effective food recommendations for guests.
- Introduced new cocktails to the menu based on market research that became popular choices amongst customers.
- Streamlined inventory management for optimal stock levels and reduced waste.
- Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks, and customer-focused events.
- Enhanced team productivity through effective scheduling and task delegation.
- Increased revenue with creative marketing initiatives and promotional events.
- Upsold daily specials and beverage promotions to exceed daily sales goals.
Education
Business
Central Connecticut State University
New Britain, CTSkills
- Performance Tracking
- Salesforce
- Marketing strategy
- Client Experience
- Problem-Solving
- Time Management
- Organizational Skills
- Team Collaboration
- Adaptability and Flexibility
- Microsoft Office
- Task Prioritization
- Self Motivation
- Client Relationship Management
- Digital Marketing
- Content Management
Accomplishments
- Provider Experience Superstar: Q1 2024 - Top performer overall for the quarter based on performance and production metrics exceeding expectations for client onboarding/upselling and customer satisfaction
Timeline
Provider Experience Specialist
Zocdoc
01.2023 - Current
Assistant Manager
Plan B Burger Bar
01.2020 - 01.2023
Bar Manager
Tavern 42
11.2014 - 01.2020
Business
Central Connecticut State University