Customer Service Digital Marketing

MELISSA D. ZANARDI

908-***-**** Allentown, PA *******.*******@*****.***

RETAIL MANAGEMENT DIGITAL MARKETING CUSTOMER SERVICE SALES

•Motivating people leader, with experience in developing teams of 2 to 18 diverse coworkers

•Top sales producer—B2C and B2B

•Customer service-focused

EXPERIENCE

Mass Mutual, Allentown, PA July 2023—current

Sales Assistant

•Strengthen customer relationships with attention to detail and prompt response to customer questions

•Market to customer groups and provide excellent customer service

Chico’s, Bethlehem, PA March 2024—July 2024

Sales Lead

•Serviced customers and developed relationships and retained them

•Led sales over last year consistently

Wells Fargo, Bethlehem, PA July 2023—March 2024

Bank Teller

•Built relationships with customers as I serviced their banking needs

•Sold bank services as I provided excellent customer service

Sodexo, Lehigh University, Bethlehem, PA February 2022—December 2022

Retail Supervisor, Café Iacocca

•Reorganized onsite operations—from stockroom to sales floor—to ensure a safe, welcoming, and attractive environment for both customers and staff at one of the several on-campus retail food establishments managed by Sodexo

•Leveraged inventory reports to maximize staff productivity and selected and merchandized products that appealed to faculty and students, increasing sales by 10% in the first two months

Talbots Outlet Stores, Plymouth Meeting, PA August 2021—February 2022

Assistant Manager

•Increased product sales and Talbots credit card account openings by maintaining the company’s high standards in creating an attractive and welcoming shopping environment, responding to customers’ requests with urgency and empathy, and building brand loyalty

•Coached 6 team members in understanding shoppers’ behavior, using personal-selling best practices, and fostering a positive experience for every customer

•Communicated daily with corporate teams. Developed and managed the execution of daily/weekly/monthly operations plans to drive sales

Pottery Barn, Allentown, PA November 2020—August 2021

Sales & Customer Service Associate

•Utilized effective selling techniques to build multiple-product sales. Promoted product features and benefits and utilized merchandising expertise to help customers envision Pottery Barn furniture and décor in their homes

•Provided sincere, friendly, and energetic customer service to create a personable shopping experience

Lehigh Valley Professionals, Allentown, PA March 2014—December 2020 Digital Marketing Consultant

Senior leader of a nonprofit dedicated to connecting area businesses with job-seeking professionals at no cost to either party.

•Collaborated in decision-making that effectively steered the organization in increasing the local media’s awareness of the job-search services LVP provides to the community and engagement with LVP’s resources by area businesses, families, and individuals

•Produced and executed multichannel campaigns to support the organization’s growth strategy

PREVIOUS EXPERIENCE

Anne Klein Factory Stores, Flemington, NJ

Manager

Transformed an underperforming factory store into delivering its division’s highest grossing sales margins year over year by cultivating brand loyalty among customers and staff.

•Leveraged a nuanced understanding of shopper behavior to strategically merchandise products and improve sell-throughs by 20%

•Invested in recruiting and developing 15 team members to become savvy, customer-focused salespeople and proudly promoted several deserving associates to positions of greater responsibility and influence

VOLUNTEERISM

Patient Service Associate, St. Luke’s Hospital and Health Network, Allentown, PA February 2022—April 2023

EDUCATION

New York University, New York, NY

Certificate, Digital Marketing

Mobile Marketing, Content Marketing, Search Engine Marketing, Web Analytics

Hood College, Frederick, MD

BS, Retailing

Semester Abroad, London Metropolitan University; Retail Operations Internship, The Burton Group, London, England

Melissa D. Zanardi 2

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