Marcie Arena
San Jose
Summary
Results-driven retail and operations leader with over 35 years in customer service, team leadership, and e-commerce operations. Skilled in coaching teams, enhancing customer satisfaction, and navigating fast-paced environments. Known for cultivating strong relationships and solving complex problems while maintaining a focus on accountability and service.
Overview
39
39
years of professional experience
1
1
Certification
Work History
Assistant Team Leader Ecommerce / Customer Service
Whole Foods Market Inc.
San Jose
04.2024 - Current
- Supported daily operations of high-volume e-commerce department, enhancing service for in-store and online customers.
- Partner with Team Leadership to drive operational goals, customer satisfaction, and team performance.
- Monitored key department metrics and implemented strategies that improved efficiency and service levels.
- Collaborated with store leadership and cross-functional teams to maintain and enhance operational excellence.
- Coach, mentor, and develop team members while promoting accountability and engagement.
- Assist with staffing, scheduling, hiring, onboarding, and performance management initiatives.
Ecommerce Supervisor
Whole Foods Market Inc
San Jose
04.2022 - 04.2024
- Supervised daily e-commerce operations while ensuring exceptional customer service and order accuracy.
- Resolved customer concerns and operational issues promptly, enhancing customer satisfaction.
- Trained, coached, and developed team members to meet productivity and performance goals.
- Coordinated staffing and workflow to adapt to changing business demands, ensuring operational efficiency.
- Collaborated with leadership to streamline department processes and enhance team effectiveness.
- Maintained compliance with company policies, procedures, and operational standards.
In Store Shopper
Amazon at Whole Foods
San Jose
08.2020 - 04.2022
- Fulfilled customer orders accurately and efficiently, ensuring timely service in a fast-paced retail environment.
- Achieved strong productivity metrics while providing exceptional customer service to enhance overall shopping experience.
- Met productivity expectations consistently, contributing to high levels of customer satisfaction.
Corporate Travel Agent
Various Companies
San Jose
01.1987 - 04.2002
- Managed travel arrangements for VIP clients
- Coordinated domestic/international travel accommodations, managing airfare, hotel bookings, and rental car reservations to sustain operational efficiencies
- Booked flights, reserved hotels and set up ground transportation for individual travelers and groups of different sizes
- Delivered accurate travel itineraries and expertise to cultivate strong relationships with customers, enhancing business development efforts
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments
- Responded immediately to clients' questions, issues, and complaints and found effective solutions.
- Collected customer fees, managed refunds, and provided accurate travel documentation to mitigate financial discrepancies
Ticket Counter and Ground Crew
Mesa Airlines & American Airlines
Palm Springs
04.1992 - 08.1996
- Delivered customer service and ticketing support for airline passengers, ensuring a positive travel experience.
- Supported boarding operations, gate management, baggage handling, and flight coordination to facilitate smooth departures.
- Emphasized safety, efficiency, and customer satisfaction in daily operations.
Education
Community College - Travel Agent
Foothill College
Los Altos, CA06-1988
Skills
- E-Commerce Operations
- Customer Experience Management
- Retail Operations
- Inventory & Order Fulfillment
- Performance Metrics & KPI Analysis
- Process Improvement
- Workforce Scheduling
- E-Commerce Strategy
- Employee Coaching & Development
- Training & Onboarding
- Customer Retention
- Communication & Relationship Building
- Problem Solving
- Operational Excellence
- Microsoft Office Suite
- Conflict Resolution
Certification
- Whole Foods Market Leadership Development Training Graduate
- Advance Culture Champion Certification
- Certified Green Mission Ambassador
- Food Safety & Compliance Certification
Timeline
Assistant Team Leader Ecommerce / Customer Service
Whole Foods Market Inc.
04.2024 - Current
Ecommerce Supervisor
Whole Foods Market Inc
04.2022 - 04.2024
In Store Shopper
Amazon at Whole Foods
08.2020 - 04.2022
Ticket Counter and Ground Crew
Mesa Airlines & American Airlines
04.1992 - 08.1996
Corporate Travel Agent
Various Companies
01.1987 - 04.2002
Community College - Travel Agent
Foothill College