Shawna Marlow
Brandon,FL
Summary
Highly organized and efficient receptionist with experience in managing front desk operations, including handling customer inquiries, scheduling appointments, and maintaining records. Skilled in communication, both verbal and written, ensuring clear and positive interactions with clients and team members. Demonstrated ability to improve office processes for better workflow and client satisfaction. Successfully enhanced the welcoming atmosphere of previous workplaces while efficiently managing multiple tasks simultaneously.
Overview
10
10
years of professional experience
Work History
Lead Client Services Coordinator
Hand & Stone Massage and Facial Spa
Brandon, USA
05.2019 - Current
- Coordinated high-volume scheduling, client intake, check-in/check-out processes, and front desk operations, enhancing customer service and operational efficiency.
- Trained and supported new team members, resolved escalated customer concerns, and collaborated with leadership to streamline workflow and enhance client satisfaction.
- Managed membership administration, including enrollments, renewals, freezes, cancellations, and account maintenance, supporting client retention efforts.
- Process payments, maintain accurate client records, reconcile daily transactions, and ensure documentation accuracy within CRM and scheduling systems.
Customer Success Representative
T-Mobile
Naples, USA
12.2017 - 09.2018
- Provided consultative support on wireless products, service plans, billing inquiries, account management, and technical troubleshooting to enhance customer satisfaction.
- Delivered consultative customer support regarding wireless products, service plans, billing inquiries, account management, and technical troubleshooting.
- Generated sales through product recommendations, service upgrades, new account activations, and customer retention strategies.
- Ensured inventory accuracy while processing transactions and facilitating daily retail operations in fast-paced environment.
Guest Services Coordinator
Cracker Barrel
Naples, USA
12.2016 - 01.2018
- Provided the first point of contact for guests, coordinating seating arrangements, waitlist management, and customer service inquiries.
- Coordinated guest flow and communicated with service staff to ensure smooth dining room operations and timely service.
- Resolved guest concerns professionally while ensuring a positive dining experience and high customer satisfaction.
- Promoted operational excellence by upholding cleanliness standards and organization while ensuring adherence to company policies.
Education
High School Diploma -
Naples High School
Naples, FLSkills
- Front Desk Operations
- Client registration
- Membership Services
- Customer Relationship Management
- Workflow Coordination
- Administrative Support
- Data documentation
- Onboarding Coordination
- Process Improvement
- Office Operations
- Point-of-Sale Systems
- CRM Platforms
- Electronic Documentation
- Calendar management
- Multi-Line Phone Systems
- Email management
- Written communication
- User experience
- Collaboration skills
- Employee Support
- Microsoft Office Suite
- Email management
- Client relationship management
- Scheduling coordination
- Customer service
- Workflow optimization
- Attention to detail
Timeline
Lead Client Services Coordinator
Hand & Stone Massage and Facial Spa
05.2019 - Current
Customer Success Representative
T-Mobile
12.2017 - 09.2018
Guest Services Coordinator
Cracker Barrel
12.2016 - 01.2018
High School Diploma -
Naples High School