Social Media Customer Service

Marissa Sue Walling

**** ***** ******* ****** ************, FL 32258 904-***-****

****************@*****.*** linkedin.com/in/marissawalling

SUMMARY OF QUALIFICATIONS

Passionate and driven professional with a background in spa, wellness, and corporate environments. Experienced in working a flexible schedule to meet customer demands as a licensed massage therapist. Ability to work and maintain confidential information. Proficient in assessing customer needs, solving problems, and troubleshooting. Proven success working independently and cooperatively in a team environment with enthusiasm and energy. Exceptional written and verbal communication skills with the capability to learn on the fly.

Payment Processing

Relationship Development

Problem-Solving

Technical Literacy

Leadership & Communication

Training & Development

Time Management

Teamwork/Collaboration

Detail-Oriented

PROFESSIONAL EXPERIENCE

Be Still Float Studio Jacksonville, FL September 2019 – Present

Massage Therapist / Healing Consultant

Managed independent department of massage services and assisted in float facilitation services covering all areas including promotion and consulting of advanced wellness products, services, and healing utilization devices available

Identified routine booking errors causing room transitions to be ineffective, resulted in a 100% increase in customer satisfaction and better utilization of time

Trained independent contractors and employees to streamline additional business, resulted in expansion of profits and growing customer database

Designed a user-friendly system to accept payments, re-bookings, and customer information, resulting in an organized layout for less errors, easy access, and optimal accuracy

Generated repeat clients through a designed customer service protocol and added new clients through social media techniques and promotions, resulting in positive client experiences and profitable marketing return.

Body Tech Mobile Massage Jacksonville, FL February 2018 – Present

Mobile Massage Therapist

Established years of repeat business for corporate wellness events which resulted in exposure to new clientele and positive reviews

Recognized by management and peers for precise time management and professionalism in personal and corporate massage sessions which created smooth transitions throughout the day

Introduced new ideas to make sessions more effective utilizing past sales and customer support experiences which generated repeat business and increased in sales per session

Chosen as a reliable and honorable business liaison which produced consistent high-end business with networking opportunities

Acquired valuable skills including self-responsibility, time management, planning, responding, and advising

Hand and Stone Massage and Facial Spa Jacksonville, FL April 2019 – August 2019

Spa Massage Therapist

Performed various specialty massages including decompression therapy, Himalayan hot stone therapy, cold stone therapy, and specialized hand and foot treatments

Designed specific sessions based on client’s individual needs to promote health and wellness

Created excellent experiences for members and guest through a helpful and friendly attitude

Communicated effectively with guests and co-workers to maximize customer service & satisfaction

Massage Green Spa Jacksonville, FL September 2018 – March 2019

Spa Massage Therapist

Utilized a wide range of massage therapy techniques, attended employee training to continuously update knowledge, and guided clients through release of stress, muscle tension, and injuries

Consulted with clients to determine massage needs and special requests

Evaluated clients for return services, helpful exercise techniques, and established treatment paths

Massage Green Spa Jacksonville, FL November 2015 – February 2018

Front Desk Associate

Acted as first point of contact for arriving guests with intake forms, information updates, and basic knowledge regarding spa environment

Oversaw customer inquiries regarding appointment openings and availability of therapy to fit specific massage needs

Answered incoming calls, scheduled appointments, and directed traffic with proficiency

Prospected guests to become new members by promoting a points system & new member program

Provided exceptional customer service to guests in a friendly, professional manner

Massage Envy Jacksonville, FL May 2015 – November 2015

Front Desk Associate

Provided high-quality service to guests through answering the phone, setting appointments, greeting guests upon arrival, selling memberships, gift cards, and upselling services

Performed administrative tasks including member folder maintenance and data entry of client records and surveys

Served as a resource to clients regarding massage needs, services, and pricing information

Resolved all guest concerns and complaints and/or directed to appropriate manager

EDUCATION & CREDENTIALS

Heritage Institute Jacksonville, FL 2017

Licensed Massage Therapist

University of South Carolina Columbia, SC 2004

Bachelor of Arts in Fashion Merchandising and Retail

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