Morgan Stewart
Costa Mesa,United States
Summary
Dynamic International Tourism and Event Management expert, holding a Master's degree from Hochschule Fresenius University of Applied Sciences in Cologne, Germany. Proven track record in enhancing customer experience, notably instrumental in the expansion of Rivian from its inception. Proficient in order management, CRM systems, cultivating client relationships, sharing talent with new employees while keeping track of success in their new role, and fostering cross-functional synergy. Known for consistently delivering exceptional service to a large clientele base, maintaining an impressive 97% SLA.
Overview
8
8
years of professional experience
Work History
Sr. Account Manager
Rivian
07.2023 - 04.2024
- Managed customer pipeline for precise delivery schedules
- Provided exceptional service, addressing transactional processes like financing and insurance
- Anticipated and resolved customer issues, collaborating with cross-functional teams
- Maintained data integrity in CRM and alternate platforms
- Utilized effective de-escalation techniques
- Fulfilled additional responsibilities as directed by leadership.
Customer Service Specialist
Rivian
01.2022 - 07.2023
- Provided exceptional customer service through phone, email, and chat support
- Managed closing an average of 40-70 client cases a day while maintaining a personal 95% SLA average
- Provided exceptional customer service through phone, email, and chat supports
- Resolved customer complaints and concerns by actively listening, empathizing, and finding appropriate solutions to meet their needs
- Maintained a high level of product knowledge and stayed up-to-date on company policies and procedures to provide accurate and timely information to customers
- Handled escalated issues with professionalism and diplomacy, ensuring customer satisfaction while balancing business objectives
- Utilized Salesforce CRM to document customer interactions, update customer records, and manage case resolution
- Collaborated with cross-functional teams including sales, operations, and logistics to ensure seamless customer experiences
- Consistently exceeded performance metrics including customer satisfaction scores, average handle time, and first call resolution rates.
Assistant Office Manager
HVCC APPRAISAL ORDERING
06.2021 - 12.2021
- Connected institutions seeking appraisals with individual appraisers
- Reached out for quotes and offered optimal terms and pricing to customers
- Followed the appraisal process from start to finish, ensuring completion and delivery of the final appraisal
- Assisted the CEO with answering emails and acted as the interim Office Manager when needed
- Established procedures and guidelines to ensure industry standards are followed
- Achieved a 99% rate of on-time delivery of appraisal reports through follow-up and communication
- Provided excellent customer service addressing customer, appraiser, broker, and lender questions
- Effectively inputted data of incoming orders ensuring a match of system and company files
- Processed vendor invoices and credit card payments
- Handled various projects such as issuing refunds, office manager training, CEO assistance, and escalation of client concerns.
Assistant Coach
BACK BAY AQUATICS FOUNDATION
02.2020 - 02.2021
- Contributed to the training and growth of youth water polo players through positive reinforcement and active skill training
- Provided poolside and in-pool training of techniques and skills necessary to be successful both in and out of the pool
- Guided the players toward achieving their goals of playing at a higher level through listening and empathy
- Created practice plans tailored to the players with the goal of increasing their individual athletic ability and skills
- Encouraged the players to cultivate a strong work ethic by demonstrating patience, respect, teamwork, and leadership
- Communicated with coaches, referees, and parents of players
- Handled difficult conversations while maintaining composure and ensuring a good outcome for young athletes.
Trip and Event Organization- Internship
Happy Erasmus San Sebastian
09.2019 - 12.2019
- Assisted the company in planning and organizing trips and events for incoming 'Erasmus year' students
- Organized, led, and attended different social events for international students, enhancing their experiences during their term abroad
- Assisted students with housing, school issues, trip and event details, and travel plans
- Ensured students felt welcomed and included in all activities
- Converted a manual process to an excel schedule aiding in tracking events and attendee information
- Managed all social media platforms and website
- Organized and finalized payments for events
- Assisted in marketing company excursions using online content and face-to-face techniques.
Assistant Stage Manager/ Entertainment Transporter
OC Fair & Event Center
07.2018 - 08.2018
- Worked as a summer worker for the Orange County Fair, ensuring entertainment was on-time
- Welcomed performers and assisted with setting up acts and placing props in the dressing rooms
- Made announcements introducing performers and marketing various booths at the fair
- Maintained stage and backstage, keeping it clean and clear of hazards and organized for performers
- Ensured stage acts were on-time and running smoothly
- Handled complaints by performers, customers, and surrounding merchants
- Capable of managing the stage with no supervision when the manager was needed elsewhere
- Assisted with transporting and setup of equipment between various stages.
Lifeguard
YMCA of Orange County
02.2018 - 07.2018
- Received proper training and certification to assist in the safety of guests who swam at the YMCA
- Monitored safety of guests in and around the pool area
- Ensured upkeep, safety, and cleanliness of the pool
- Implemented all rules and guidelines set forth by the YMCA
- Addressed concerns and issues of YMCA members
- Conducted safety inspection of the pool and surrounding area to ensure the safety of guests.
Assistant Manager
Blue Chair Bakery
09.2017 - 07.2018
- Managed the entire storefront with no other employee assistance
- Attended to any and all customer concerns with immediate attention
- Managed transactions with customers using a cash register, including issuing receipts and refunds as needed
- Warmly greeted and assisted customers with product purchases and suggestions
- Cleaned, set up, and closed the store for the following day.
Team Manager
LMU Womens Water Polo
09.2016 - 04.2017
- Assisted with any tasks necessary to help keep the team organized and running smoothly
- Organized and planned team events
- Kept track and organized player statistics
- Filmed and edited game film
- Assisted with technical attributes such as clock setup and takedown
- Helped players and coaches with miscellaneous tasks
- Created an open line of communication between players and coaches when certain issues and concerns were raised.
Social Media Marketing- Internship
Hunter Gatherer Biz
09.2016 - 12.2016
- Ran and managed all social media accounts associated with the company
- Handled and organized the company website
- Ran the Instagram account
- Took photos of merchandise for all social media platforms
- Created flyers using Canva and Photoshop for upcoming events and promotions
- Set up and sent out email blasts through Mail Chimp
- Conducted extensive research for artifacts obtained by the company for resale
- Organized files and assisted with data entry.
Education
Master of Arts - MA - International Tourism and Event Management
Hochschule Fresenius University of Applied Sciences
01.2020
Bachelor of Arts - BA - Sociology
Loyola Marymount University
01.2017
High School Diploma -
Corona Del Mar High School
01.2013
Skills
- Microsoft Office
- Adobe Photoshop
- Photography
- Business Development
- Customer Relations
- Goals and performance
- Order Management
- Sales tactics
- Teamwork and Collaboration
- Account Management
- Customer Relationships
- CRM Systems
- Customer Needs Assessment
- Relationship building and management
Timeline
Sr. Account Manager
Rivian
07.2023 - 04.2024
Customer Service Specialist
Rivian
01.2022 - 07.2023
Assistant Office Manager
HVCC APPRAISAL ORDERING
06.2021 - 12.2021
Assistant Coach
BACK BAY AQUATICS FOUNDATION
02.2020 - 02.2021
Trip and Event Organization- Internship
Happy Erasmus San Sebastian
09.2019 - 12.2019
Assistant Stage Manager/ Entertainment Transporter
OC Fair & Event Center
07.2018 - 08.2018
Lifeguard
YMCA of Orange County
02.2018 - 07.2018
Assistant Manager
Blue Chair Bakery
09.2017 - 07.2018
Team Manager
LMU Womens Water Polo
09.2016 - 04.2017
Social Media Marketing- Internship
Hunter Gatherer Biz
09.2016 - 12.2016
Master of Arts - MA - International Tourism and Event Management
Hochschule Fresenius University of Applied Sciences
Bachelor of Arts - BA - Sociology
Loyola Marymount University
High School Diploma -
Corona Del Mar High School