Marcus I Rimando Jr
Ontario
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Food Runner/Restaurant Food Server
Brandon's Diner
05.2024 - Current
- Assisted in the timely delivery of food and beverages to customers, ensuring satisfaction and prompt service.
- Maintained cleanliness and organization of dining areas, adhering to health and safety regulations.
- Collaborated with the kitchen staff to manage orders, ensuring accurate and timely food preparation.
- Communicated effectively with customers, providing menu recommendations and answering inquiries about food items.
- Supported inventory management by monitoring stock levels and assisting with restocking as needed.
- Trained new staff on restaurant policies, procedures, and customer service expectations.
- Processed customer payments efficiently, ensuring accuracy in transactions and handling cash responsibly.
- Built rapport with regular customers, enhancing their dining experience through personalized service.
Call Center Technical Support Representative
Cal Spas
09.2022 - Current
- Provided exceptional customer support by addressing inquiries related to hot tub operation and maintenance.
- Support technicians nationwide with troubleshooting of hot tub equipment.
- Respond to customer inquiries via email and online form regarding part numbers and local dealers.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Assisted customers in identifying parts and accessories, ensuring they received the correct items for their needs.
- Managed warranty claim processes for defective equipment, adhering to company guidelines to ensure customer satisfaction.
Customer Service Specialist
Frito-Lay
04.2020 - 08.2022
- Responsible for detail receiving of all product deliveries to customer’s location.
- Merchandise cases of product from backrooms to sales floor.
- Fills all displays, aisles, and shelves with correct product as according
- Rotates product to high traffic locations to increase sales
- Removes all out of code product from sales floor before sale dates.
- Processed customer orders accurately, ensuring prompt delivery and satisfaction.
Delivery Driver
Domino's Pizza
11.2019 - 04.2020
- Improved customer satisfaction by consistently delivering orders on time and with accuracy.
- Verified orders prior to completing deliveries to avoid customer complaints.
- Maintained a clean driving record, ensuring safe and responsible transportation of food items.
- Managed cash and credit card transactions accurately, minimizing discrepancies in daily sales reports.
- Interacted professionally with customers in person or by phone and acted with sense of urgency to drive positive customer experience.
Call Center Technical Support Representative
Cal Spas
09.2018 - 04.2020
- Provide customer service to customers calling in with general questions regarding their hot tub.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Conducted in-depth analysis of recurring technical problems, contributing to long-term solutions.
- Support technicians nationwide with troubleshooting of hot tub equipment.
- Respond to customer inquiries via email and online form regarding part numbers and local dealers.
- File warranty claims for defective spa equipment based on warranty guidelines.
- Responded promptly to customer emails and online form submissions, providing clear and concise information.
- Utilized problem-solving skills to identify and resolve technical issues related to hot tub components and systems.
Delivery Technical Support and Sales
Asurion
06.2019 - 09.2019
- Analyzed technical issues and provided effective resolutions, enhancing customer satisfaction and loyalty.
- Managed customer inquiries and facilitated onboarding processes, ensuring a smooth transition to service.
- Coordinated sales support activities, collaborating with teams to drive product promotions and customer engagement.
- Conducted product knowledge training sessions for new employees, improving team efficiency and service quality.
Retail Team Lead
Party City
09.2018 - 09.2019
- Improved customer satisfaction by providing exceptional service and addressing concerns promptly.
- Conducted thorough staff training sessions on new products, promotions, policies, or procedures to ensure consistent knowledge across the team.
- Resolved escalated customer complaints with diplomacy, preserving the company''s reputation for excellent service.
- Collaborated with management to develop strategic plans for improving store performance and reaching sales targets.
- Reduced inventory shrinkage by conducting regular audits and implementing loss prevention measures.
Member Services Assistant Manager
Sam’s Club
04.2015 - 09.2018
- Oversee scheduling, training, and mentoring of 70-80 direct reports
- Consistent in delivering improvement on company metrics year over year
- Exceeded company expectations with $2.2+ million in membership income.
- Run fast and accurate front end while having an increase of 3% ($1.4m) in club renewals FY18
- Managed daily operations of the Member Services department, ensuring efficient service delivery and member satisfaction.
- Trained and mentored team members on customer service best practices and company policies.
- Resolved member inquiries and complaints promptly, enhancing overall member experience.
- Conducted regular performance evaluations of team members, providing constructive feedback for improvement.
Overnight Team Lead / Supervisor
Sam’s Club
06.2018 - 09.2018
- Responsible for overseeing the replenishment process in club from the previous days sales.
- Teaching and training of new and tenure associates on policies and procedures set forth by corporate office.
- Oversees 10-15 direct reports
- Merchandising set to planogram set by home office.
- Receiving and checking in deliveries from different vendors.
- Unloading of trailer deliveries with a forklift or pallet jack.
- Focused on digital like Club Pickup, averaging 12 pickups per day with a 62% increase over LY. Scan and Go at 5%.
- Total involvement with other areas in the club, keeping the company implemented, First 5 Alive in all areas.
- Proud to be part of the Leadership team that achieved “Club Of the Year” honors in 2015.
- New Hire onboarding and training
- Set daily/weekly/ and monthly sales goals for associates and follow up as needed
- Provides members with Legendary member service at all times when on duty
Education
No Degree -
Chaffey College
Rancho Cucamonga, CA01.2014
High School Diploma - undefined
Montclair High School
Montclair, CA06.1994
Skills
- Proficient in Microsoft Office Suite Applications MS Word, MS Excel, MS Powerpoint, MS Outlook…etc
- Efficient in CRM Software
- Quick learner
- Strong work ethic
- Customer service
Timeline
Food Runner/Restaurant Food Server
Brandon's Diner
05.2024 - Current
Call Center Technical Support Representative
Cal Spas
09.2022 - Current
Customer Service Specialist
Frito-Lay
04.2020 - 08.2022
Delivery Driver
Domino's Pizza
11.2019 - 04.2020
Delivery Technical Support and Sales
Asurion
06.2019 - 09.2019
Retail Team Lead
Party City
09.2018 - 09.2019
Call Center Technical Support Representative
Cal Spas
09.2018 - 04.2020
Overnight Team Lead / Supervisor
Sam’s Club
06.2018 - 09.2018
Member Services Assistant Manager
Sam’s Club
04.2015 - 09.2018
High School Diploma - undefined
Montclair High School
No Degree -
Chaffey College