MARLENA ROSOL
Chicago,IL
Summary
Account Manager with three years of experience in the field and more than eight years of experience in Customer Services. Fluent in Polish and English and have an intermediate level of Spanish. Open to new challenges and gaining knowledge in new fields whilst using current skills at a new position. NASM Certified Personal Trainer currently expanding knowledge in personal and group training.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Server
The Kitchen American Bistro
05.2024 - Current
- Taking orders from and serve food and beverages to guests
- Performing consistent check-ins with guests to ensure satisfaction and address complaints swiftly
- Answering questions about the menu, making recommendations when appropriate or requested
- Making and confirming reservations
- Selling products and services
Customer Success Specialist, Account Manager
Shell
04.2021 - 05.2023
- Opening and maintaining customer accounts by recording account information
- Maintaining financial accounts by processing customer adjustments
- Recommending potential products or services to management by collecting customer information and analyzing customer needs
- Preparing product or service reports by collecting and analyzing customer information
- Generating sales leads
- Building sustainable relationships through open and interactive communication
- Meeting personal and team sales targets
- Assisting with placement of orders, refunds or exchanges
- Compiling reports on overall customer satisfaction
Account Manager
Capgemini
01.2020 - 03.2021
- Opening and maintaining customer accounts by recording account information
- Maintaining financial accounts by processing customer adjustments
- Managing large amounts of incoming calls
- Building sustainable relationships through open and interactive communication
- Meeting personal and team sales targets
- Resolving customer complaints via phone, email or social media
- Identifying and assessing customer needs to achieve satisfaction
- Compiling reports on overall customer satisfaction
Individual customer service and incentive trips specialist
New Challenge Travel Agency
10.2018 - 01.2020
- Creating travel offers for the company to win competitive tenders
- Maintaining regular communication with customers prior to departure to provide updated travel information, including delayed departures and earlier flight availability
- Collecting and recording deposits and final payments
- Preparing detailed itineraries including nearby sightseeing tours of historical places, shopping centers and entertainment venues
- Calculating travel and accommodation costs within customer budget, offering recommendations for cost savings such as off-season tours
- Providing travel brochures and destination literature with points of interest relevant to customer needs
- Liaising with hotels and air, bus, and cruise lines to determine availability, booking passages and stays
- Meeting with customers to discuss foreign and domestic travel and tour packages
Management Board Assistant
H·TOP Royal Beach Hotel
05.2018 - 09.2018
- Coordinating schedules among executive team members and planning the logistics of each meeting
- Recruiting, interviewing, hiring, and training restaurant staff
- Preparing important documents for reports and meetings
- Independently writing reports on behalf of upper-level management
- Organizing and planning all company outings and events
- Managing all crew members, including onboarding and training new team members
Education
Master's Degree - Tourism Management
University School of Physical Education
Krakow, Poland06.2020
Bachelor's Degree - English Studies
Adam Mickiewicz University
Poznan, Poland06.2017
Marketing & International Business
University of Applied Sciences
Tampere, Finland05.2017
Skills
- Exercise regimen design
- Nutrition knowledge
- Fitness equipment knowledge
- Quickbooks, Microsoft Excel, Microsoft Outlook, Power BI, Genius and Oracle systems knowledge
- Sabre reservation system knowledge
- Strong written and verbal communication skills
- Excellent attention to detail
- Accurate financial data entry
- Professional customer service skills
- Teamwork skills
- Product and service sales
- Knowledge of the travel industry
- Multitasking and prioritizing
- Manners and etiquette
Certification
- NASM Certified Personal Trainer
- Fitness and Gym Instructor
- Tourism Specialist
Timeline
Server
The Kitchen American Bistro
05.2024 - Current
Customer Success Specialist, Account Manager
Shell
04.2021 - 05.2023
Account Manager
Capgemini
01.2020 - 03.2021
Individual customer service and incentive trips specialist
New Challenge Travel Agency
10.2018 - 01.2020
Management Board Assistant
H·TOP Royal Beach Hotel
05.2018 - 09.2018
Master's Degree - Tourism Management
University School of Physical Education
Bachelor's Degree - English Studies
Adam Mickiewicz University
Marketing & International Business
University of Applied Sciences
- NASM Certified Personal Trainer
- Fitness and Gym Instructor
- Tourism Specialist
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