Marlen Diaz, Customer Success | Project management | Data Enthusiast

About

I'm a strategic and proactive Customer Success Manager with over 10 years of experience. Demonstrating dedication and hard work, fueled by a passion for leveraging data, I've consistently enhanced business and marketing strategies to drive corporate growth and revenue. Known for effective communication and a collaborative approach, I am committed to ensuring customer satisfaction and success by providing exceptional service and unmatched support. Currently, I am seeking to pivot towards a more focused role in the Data Analyst industry.

Experience

Vanbruntz

Jul 2021 – Present

New York, NY

Production Manager

-Manage multiple projects simultaneously, ensuring timely completion and meeting budget constraints. -Fostered culture of continuous improvement by encouraging open communication between team members and regularly soliciting feedback on operational procedures. -Increased overall productivity by identifying bottlenecks in production process and proposing effective solutions. -Spearhead identification of efficiency opportunities and proactively implement solutions to optimize project delivery. -Delegate tasks effectively to manage logistics and oversee inventory to meet customer requirements.

The Fig tree HG

Dec 2020 – Jun 2021

New York, NY

Business / Operations Manager

- Developed comprehensive product knowledge, enabling provision of expert advice to customers. - Oversaw inventory operations spanning retail, call center, and warehouse locations - Sourced materials to keep up with production goals and meet customer demands. - Inspired and motivated employees, fostering cross-team learning and maximizing efficiency. - Excelled in precise data entry, payroll processing, and direct deposit management using Google Sheets, QuickBooks, and Paychex. - Identified growth and sustainability opportunities through creative thinking.

Saje Natural Wellness

May 2017 – Mar 2020

New York

Retail Business Manager / Activations Manager

- Established performance metrics to evaluate team success, driving continuous improvement in service delivery. - Implemented targeted upselling strategies, resulting in 17% increased revenue from existing customers. - Conducted regular check-ins with key Clients, ensuring ongoing satisfaction and fostering loyalty. - Exceeded quarterly KPIs by 30% across District, which includes Canada and East Coast of United States. - Increased employee retention rates through implementing individual growth plans, comprehensive training programs and motivational leadership techniques. - Achieved community activations quarterly goal of within first month of quarter through strategic community activations, partnerships, and market expansion. -Designed monthly and quarterly business growth initiatives focused on community outreach and strategic partnerships. - Introduced new product lines based on consumer preferences analyses, increasing overall revenues while remaining relevant in ever-changing marketplace. - Delivered comprehensive weekly, monthly, and quarterly business reports to senior management, providing strategic insights and facilitating informed decision-making. - Generated business analytics supporting KPIs like comp growth, mystery shop scores, and loyalty program growth utilizing Dayforce POS system. - Collaborated closely with senior management to align project objectives with strategic initiatives, ensuring that efforts contributed to overall business growth. - Led regular team meetings for open communication, discussing progress towards goals, addressing challenges, and celebrating successes together.

Why - Q?

May 2013 – Dec 2017

New York, NY

Project Manager

- Directed 50+ daily calls and assembled panels for intricate, custom research projects at non-traditional qualitative research firm and consumer trends consultancy. - Curated focus groups by sourcing influencers, opinion leaders, trendsetters, and niche consumer groups. - Coordinated with clients to manage and maintain project quality during focus groups for prestigious brands like Apple, Belvedere, Google, and more. - - Established effective communication among team members for enhanced collaboration and successful project completion using tools like Slack.

Education

Rowan University

Sep 2006 – May 2011

BS, Communications

Marlen Diaz

Customer Success | Project management | Data Enthusiast

Skills

Languages