Stacey Marino
Bradenton,FL
Summary
Dynamic professional with extensive experience in customer service and training, notably with Carnival Cruise Lines. Proven ability to enhance client satisfaction through effective communication and problem resolution. Skilled in payment processing and team collaboration, consistently delivering exceptional service and fostering positive relationships to drive business success.
Overview
31
31
years of professional experience
Work History
Grocery Delivery Driver
Instacart
Bradenton, FL
08.2018 - Current
- Delivered groceries to customers' homes with efficiency and care.
- Adhered to company policies and procedures when delivering goods.
- Provided accurate and up-to-date information on product availability.
- Utilized GPS and maps for efficient route planning.
- Resolved customer inquiries and complaints professionally during deliveries.
- Maintained cleanliness of vehicle interior and exterior.
- Provided excellent customer service throughout the delivery process.
Personal Vacation Planner
Carnival Cruise Lines
Bradenton, FL
10.2022 - 04.2023
- Curated personalized travel itineraries for diverse client preferences and budgets.
- Researched destinations, activities, and accommodations to enhance vacation experiences.
- Provided expert advice on cruise options, onboard amenities, and shore excursions.
- Communicated with clients to address inquiries and resolve booking issues promptly.
- Maintained updated knowledge of industry trends and promotional offers to advise clients.
- Handled customer complaints professionally while providing solutions in a timely manner.
- Fostered a positive and collaborative work environment, sharing travel tips and insights with colleagues.
- Provided exceptional customer service, resolving any travel-related issues promptly.
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Training & Development Facilitator
LivinTheGoodLife, LLC - Contracting with Princess Cruise Line
12.2021 - 10.2022
- Lead training for sales agents to be proficient in client programs and follow policies and procedures
- Monitor agent attendance and course work completion and meet with agents to review status
- Review sales calls to monitor quality and review with agents to improve performance
- Manage chat support for agents to help with questions and problem resolution
- Create service aids to support learner growth and development
Customer Service & Sales Program Lead Instructor
LivinTheGoodLife, LLC - Contracting with ADT
03.2021 - 10.2022
- Direct training and development for classes for up to 60 agents, developing agent skills in customer service, sales techniques, problem resolution, technical systems and company procedures
- Design curriculum for agents in sales and customer service and set schedule of classes with other facilitators
- Train adult learners to be proficient in client programs systems, policies and organizational guidelines
- Communicate course work completion status with students and verify class attendance
- Collaborate with client at ADT to learn details of new procedures, changes and upcoming rollouts
- Manage reporting and analysis of all performance metrics on agent sales to call ratios, average handle time, and call flow metrics
- Provide quality assurance management by reviewing calls, meeting 1:1 with agents, and managing chat support to assist agents with questions and problem resolution
- Selected as lead instructor out of 700+ facilitators to lead training and to support peer facilitators
- Lead training on Arise secure desktop applications for Linux based system for up to 100 learners per class
- Engage with Arise leadership on curriculum updates based on client needs and roll outs, learner and agent status and performance progress
- Investigate and research agent compliance with company policy pertaining to regional location through IP address location identification
Training & Development Facilitator
LivinTheGoodLife, LLC - Contracting with Carnival Cruise Line
11.2015 - 08.2021
- Directed training for sales agents on client programs, policies and procedures
- Communicated course work completion status and verified agent attendance
- Managed quality assurance by assessing calls and met with agents to review
- Provided subject matter expertise in sales processes and programs
- Conducted structured roleplay to assess learner mastery of content and program proficiency
Bartender, Server, Bar Manager
Rodano's
Wilkes-Barre, Pennsylvania
06.2013 - 08.2018
- Managed daily operations of bar, ensuring smooth workflow and service quality.
- Trained and mentored staff on cocktail preparation and customer service techniques.
- Developed drink menus by researching trends and customer preferences regularly.
- Monitored inventory levels and restocked supplies as needed.
- Ensured compliance with health and safety regulations in bar operations.
- Analyzed sales data collected from POS systems to determine which drinks were most popular among customers.
Customer Service Representative
Lord & Taylor
Wilkes-Barre, Pennsylvania
08.2013 - 10.2015
- Handled order processing and tracked shipments for timely delivery.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided exceptional customer service to ensure customer satisfaction.
Managing Bartender
Ground Round Grill & Bar
Wilkes-Barre, Pennsylvania
09.2003 - 02.2013
- Managed inventory levels to maintain stock and reduce waste.
- Trained new bartenders on service standards and drink preparation techniques.
- Coordinated special events to maximize bar revenue and guest engagement.
- Ordered beer, wine, spirits, glassware, garnishes, ice, napkins and other supplies needed to operate a successful bar.
- Monitored cash flow at the register throughout the shift to ensure accuracy of financial transactions.
- Maintained accurate records of liquor inventory and sales figures.
- Processed payments using point of sale systems accurately and efficiently.
Retail Cashier
Old Navy
Wilkes-Barre, Pennsylvania
11.2004 - 07.2006
- Processed customer transactions efficiently at busy retail location.
- Handled cash, credit, and gift card payments accurately.
- Managed inventory restocking on the sales floor as needed.
- Stocked shelves when needed and kept the sales floor neat and organized.
- Greeted customers in a friendly and professional manner.
- Followed company policies regarding payment methods, discounts, refunds.
- Managed multiple tasks simultaneously while providing excellent customer service.
- Engaged customers with friendly smile and knowledgeable support to promote sales and build loyalty.
Bartender
TGI Fridays
Wilkes-Barre, Pennsylvania
03.1999 - 09.2001
- Mixed and served a variety of cocktails and beverages to patrons.
- Maintained cleanliness and organization of the bar and work areas.
- Provided exceptional customer service to enhance guest experiences.
- Trained new bartenders on recipes, techniques, and service standards.
- Engaged with guests to create a welcoming atmosphere at the bar.
- Followed health and safety regulations to ensure a safe environment.
- Performed opening and closing duties including restocking supplies.
- Greeted customers and provided excellent customer service.
- Developed good working relationships with fellow employees through effective communication.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
Server and Bartender
Applebee's Neighborhood Grill & Bar
Wilkes-Barre, Pennsylvania
02.1997 - 03.1999
- Mixed beverages following established recipes and customer preferences.
- Provided exceptional customer service during busy shifts, enhancing guest experience.
- Delivered food promptly to tables, ensuring customer satisfaction and timely service.
- Maintained knowledge of menu items to provide accurate information to guests.
- Assisted in training new servers on restaurant procedures and menu items.
- Upsold menu items and daily specials to increase sales opportunities.
Server
Perkin's Restaurant
Bloomsburg, Pennsylvania
04.1995 - 01.1997
- Provided exceptional customer service to ensure guest satisfaction and comfort.
- Maintained cleanliness of dining area and ensured proper table settings.
- Managed customer orders accurately using point-of-sale systems.
- Monitored inventory levels and communicated needs to management for restocking.
- Provided exceptional service to high volume of daily customers.
- Handled money transactions accurately while following company procedures for handling cash payments.
Education
Bachelor of Arts - Emphasis Counseling
Grand Canyon University
Phoenix, AZPhoenix, AZ
Skills
- Payment processing
- Point of sale systems
- Communication skills
- Attention to detail
- Cash handling
- Team collaboration
- Service orientation
- POS system operation
- Customer service
- Multitasking and organization
- Product knowledge
- Cash register operation
- Patience and composure
- Adaptability and flexibility
- Store policies understanding
- Excellent communication
Volunteer Community Work
Community Arts Program, Bald Eagle Art League
Prior Work Experience
- Training Facilitator, Turbo Tax
- Training Facilitator, QuickBooks
- Training Facilitator, Lacerte
- Training Facilitator, Dicks Sporting Goods
- Training Facilitator, Samsung Home Products
References
References available upon request.
Timeline
Personal Vacation Planner
Carnival Cruise Lines
10.2022 - 04.2023
Training & Development Facilitator
LivinTheGoodLife, LLC - Contracting with Princess Cruise Line
12.2021 - 10.2022
Customer Service & Sales Program Lead Instructor
LivinTheGoodLife, LLC - Contracting with ADT
03.2021 - 10.2022
Grocery Delivery Driver
Instacart
08.2018 - Current
Training & Development Facilitator
LivinTheGoodLife, LLC - Contracting with Carnival Cruise Line
11.2015 - 08.2021
Customer Service Representative
Lord & Taylor
08.2013 - 10.2015
Bartender, Server, Bar Manager
Rodano's
06.2013 - 08.2018
Retail Cashier
Old Navy
11.2004 - 07.2006
Managing Bartender
Ground Round Grill & Bar
09.2003 - 02.2013
Bartender
TGI Fridays
03.1999 - 09.2001
Server and Bartender
Applebee's Neighborhood Grill & Bar
02.1997 - 03.1999
Server
Perkin's Restaurant
04.1995 - 01.1997
Bachelor of Arts - Emphasis Counseling
Grand Canyon University