MARYANN DURSE

*** ******** ****

Utica, NY *****

315-***-****

PROFESSIONAL EXPERIENCE:

MARRIOTT DELTA UTICA October, 2019 - Present

AYS (At Your Service)

Answered all phone calls from in-house guests

Answered outside calls

Made reservations for guests

Front desk check in and out

MOHAWK VALLEY HEALTH SYSTEMS August, 2018 – October, 2019

Patient Registrar

Interviews patients and/or representative

Documents data required for admission

Registration into applicable computer system

XEROX/ACS EDUCATION SERVICES, LLC August 2016-Company Closed

Escalated Customer Service

Proven experience providing customer support in busy call center environment.

An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

Listen attentively, solve problems creatively and use tact and diplomacy.

Navigate through multiple computer applications with speed and accuracy

Work with customers to resolve inquiries

Provide troubleshooting assistance to customers

Accept and implement coaching and feedback in order to achieve individual and team performance goals.

Maintain a high level of customer service and professionalism to a wide range of customers.

Recommend products or solutions that best suit the customer.

Read and interpret documents.

Although the company was closing, I was asked to stay on to help dissolve of claims and unfinished business.

RITE AID

Rite Aid, NYC 2005-2016

District Manager

•Oversees 15 high volume stores in NYC (Queens)

•Overseen 27 stores (Hudson Valley)

•Trains staff in giving best customer service

•Analyze monthly profit and loss statements

•Sale growth

•Scripts growth

•Staffing stores with the right management team

•Giving monthly meetings

• Executing company programs within my district

• Handling problems when they arise

• Inventory

• Payroll

• Open new stores/relocations/remodels

• Travel wherever asked and whenever needed

Store Manager 1998-2005

• Customer Service

•Scheduling, ordering and paperwork

• Inventory control and shrinkage

• Developed and trained others to become managers

• District Managers Assistant

• Manager of district home store for 5 years

BJ’S WHOLESALE CLUB 1993-1998

Receiving Inventory Control Manager

• Inventory control

• Billing

• Promoted from Cash Office Supervisor in 1996

METLIFE INSURANCE COMPANY 1992-1993

Customer Service Representative

• Assisted customers with disability claims

• Answered phones

HOWARD JOHNSON’S LODGE 1980-1992

Front Desk Supervisor

• Customer Service

• Reservation Specialist

• Audits, data entry, daily ledgers

• Supervise all desk clerks and reservationists

RITE AID 1975-1980

Assistant Manager

• Customer service

•Scheduling, ordering and paperwork

• Inventory control and shrinkage

• Developed and trained others to become managers

EDUCATION:

Mohawk Valley Community College, Utica, New York 1978-1980

Business and Accounting

John F. Kennedy High School, Utica, New York 1977

Cornell University Business & Leadership Course

Utica College Advanced Computer Courses

REFERENCES UPON REQUEST

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