Front Desk Customer Service

Danielle N. Kelleher

* ******** ***, ******, ** *1760

774-***-**** / ********.********@*****.***

OBJECTIVE: Marketing or Sales position with responsibility for developing and executing strategy, reporting and analysis to improve growth and retain customers in a dynamic, growing business.

EDUCATION: UNIVERSITY OF MASSACHUSETTS, Amherst, MA

May 2006, Bachelor of Arts, Journalism & Bachelor of Arts, Psychology

PROFESSIONAL EXPERIENCE:

Massage Envy, Shrewsbury, MA

FRONT DESK ASSOCIATE

Mar 20 - July 20

●Check people in for their services by detailing what service they are receiving (massage, facial, microdermabrasion) and asking questions and taking temperatures due to Covid 19 protocol

●Cleaning up all rooms of services, and public areas, and doing laundry

●Promoting memberships to the Massage Envy services and getting people to sign up for them

●Learning and being able to speak to all products on shelves. Aromatherapy, face and body regimens.

●Opening and closing the store including the register.

●Bank runs for change and deposits.

Hampton Inn and Suites, Worcester, MA

FRONT DESK ASSOCIATE

Apr 19 - Oct 19

●Check people in at the hotel, create key cards for guests, check IDs, and collect payment from guests

●Create new reservations, and cancel reservations for guests

●Ensure guests have an exceptional stay at the hotel, providing services to guests that they request

●Answer phone calls to hotel and provide guests with information about the hotel, the services the hotel provides for guests, along with transferring calls to management when absolutely needed

●Ensure the treat shop is stocked correctly and collect payment from guests

●Run reports for the hotel twice per shift, including all downtime reports,payment inquiry reports, price override reports and ensure reports are correct for next shift.

●Act as a main liaison between guests and management

Consumer Research Solutions, Worcester, MA

DATA ANALYTICS ASSOCIATE

Mar 19 - Sep 19

●Analyze data from multiple resources and enter it in to a data content management system

●Review past data on RV's and update it in data content management system

●Upload photos in data content management

●Ensure all data is found and sorted correctly

From December 17 to Dec 18 I was taking care of a sick family member. I was unemployed during this time.

Cumberland Farms, Westborough, MA

MARKETING PROJECT ANALYST Oct 16 – Apr 17

●Work on multiple projects including gathering necessary resources, identifying project requirements, building out timelines to meet company goals.

●Analyze a campaign's return on investment, percent change year over year and potential to expand to other stores.

●Evaluate market penetration on new products in the dispensed beverage category.

●Analyze marketing metrics to identify store locations to be renovated.

●Work with advertising to develop campaign materials to promote coffee campaigns.

●Meet with vendors and partners to ascertain marketing goals and review steps to meet these goals.

●Develop training materials for the dispensed beverage category and developing requirements to be met by all store managers and employees to ensure best-in-class coffee and services.

●Offer insights to Senior Vice President of Marketing and CEO.

Starwood Hotels & Resorts, Fall River, MA

SALES & SERVICES REPRESENTATIVE Apr 16 – Aug 16

●Receive in-bound calls from new and returning guests to help locate the best hotels and resorts experience based on guest needs.

●Critical communication skills to enhance overall guest experience.

●Create memorable interactions that bring our brands to life for our guests before they ever step inside the hotel.

●Reported metrics on sales, call handle time, engagement with customer and foundation – critical information to guest.

●In-depth brand and technical training/ support to create an exceptional experience for guests.

Kellogg’s, Franklin, MA

REGIONAL SALES REPRESENTATIVE II Oct 14 – Oct 15

●Growing base sales through maximizing distribution, share of shelf, and selling incremental displays

●Writing, entering, and processing customer orders

●Ensuring that customers are sufficiently merchandised by controlling back room stock and shelves

●Leveraging the merchandising team to execute product placement

●Presenting new ideas and new ways of thinking in an effective and persuasive manner

●Utilizing coverage plan to meet and exceed call coverage expectations for customers

●Providing data and insights to internal partners for growth from in-store consumer activity

●Promoting and fostering a collaborative teamwork-based culture to support winning in the marketplace

Self-Employed, Natick, MA

MARKETING CONSULTANT Apr 12 – Sept 14

●Project management for start-up business

●Social media marketing, content marketing, presenting analytics.

City Sports, Wellesley, MA

SALES ASSOCIATE May 14 – August 14

●Customer service, sales, returns, email capture

●Retain and acquire customers with Insider loyalty program

●Brand/product knowledge shoes, equipment, apparel

Victoria’s Secret, Natick Collection, Natick, MA

SALES ASSOCIATE Nov 13 – May 14

●Customer service, sales, returns, email/phone capture

●Retain and acquire customers with credit loyalty program

Bayliss Furniture Distributor, Newton, MA

ECOMMERCE PROJECT MANAGER May 13 – Sep 13

●Provide data for multiple e-Commerce vendors; update image uploads, creative copy-writing, pricing to get product ready to purchase online.

Parametric Technology Corporation, Needham, MA Aug 06 – Feb12

REGIONAL MARKETING MANAGER Oct 11 – Feb 12

●Channel Marketing Manager (Americas)

●Created and presented monthly marketing strategy, tools and best practices webinars for Value-Added Resellers and Channel Partners supporting product revenue growth objectives.

●Ensure alignment of strategy and goals for worldwide VAR network.

●Improved accessibility of marketing campaign materials to our Partner Portal and Marketing Resource Center

●Communicated Marketing Development Fund strategy to encourage VAR marketing efforts, approved VAR marketing funds.

●Demand Generation Manager (Americas)

●Media placements for multiple software products for an SMB audience including concept, strategy and budget planning.

●Create advertisement campaigns and marketing strategy to increase awareness, generate new leads and opportunities for sales teams.

GLOBAL eCommerce MANAGER Oct 09 – Oct 11

●Grow revenue stream for PTC software products.

●Achieved $1.5 – 2.2Million Net Revenue Y.O.Y.

●Worked with cross-functional group to integrate ecommerce platform with CRM and sales systems.

●Expand reach of ecommerce function by creating eStores in new geographies and adding new software products.

●Report and present ecommerce metrics (traffic, conversion, revenue).

●Manage budget within defined marketing budget plan.

●Encourage social media efforts (LinkedIn, Google Ads, Facebook, Blogs).

●Strategy & Prioritize tasks based on corporate goals.

●Manage 5 direct reports, multiple vendors and leverage internal resources.

MARKETING SPECIALIST Aug 06 – Oct 09

●Achieve revenue and lead generation goals on PTC eStore Set up, manage and promote software products on ecommerce platform.

●Create comprehensive direct response marketing campaigns – Direct Mail, Email, Google Adwords, Banners, A/B tests, reporting.

●Cross-functional meetings with departments including fulfillment, creative, finance, customer service, business units/product management, pricing and packaging.

●Provide leadership and guidance to our team in China to ensure success.

COMPUTER SKILLS: Microsoft Office, Siebel CRM, Oracle iProcurement, Adobe, eCommerce, Google Analytics, Social Media, Basic HTML

Contact this candidate