Open to opportunities

Marie Hermano

@mariehermano

Message

Customer service leader driving retention, process improvement, and high-performing teams.

Zimbabwe

Message

What I'm looking for

I seek a customer-focused role where I can lead teams, improve processes, and drive retention in a collaborative, metrics-driven environment.

I am a seasoned customer service leader with 16 years of experience building teams, improving processes, and driving customer retention. I have managed day-to-day operations, established department standards, and coached agents to meet and exceed KPIs.

My accomplishments include developing retention strategies that significantly reduced refund rates, improving service quality through process revision and coaching, and keeping knowledge bases current to support consistent service delivery.

I bring hands-on experience across channel support, hiring and onboarding, performance evaluation, and campaign management, and I am committed to creating measurable improvements in customer satisfaction and operational efficiency.

Experience

Work history, roles, and key accomplishments

Customer Service Manager

PhytageLabs

Jan 2021 - Aug 2025 (4 years 7 months)

Managed day-to-day customer service operations and established department standards; developed retention strategies that drastically reduced refund rates and improved service quality through process revisions and agent coaching.

Customer Retention Team Management Process Improvement Coaching Quality Assurance

Offer Team Manager

Peddle

Nov 2014 - Jan 2021 (6 years 2 months)

Assisted sellers with vehicle quotes and led hiring, onboarding, and coaching of offer agents; developed strategies and action plans to meet team KPIs and drove performance improvements via monthly evaluations.

Team Management Onboarding KPI Tracking Coaching

Customer Service Supervisor

MissesDressy

Jul 2011 - Jan 2014 (2 years 6 months)

Supervised customer assistance across phone, chat, and email; managed scheduling, training, performance evaluations, and handled escalated customer concerns while coordinating special-order requests with designers.

Customer Support Scheduling Training Escalation Management

Customer Service Representative

Timtechs

Apr 2009 - Jan 2011 (1 year 9 months)

Handled multi-channel customer service including order processing and returns; produced SEO articles and supported customers via phone, email, and live chat.

Order Processing Live Chat Email Support seo writing

Collections Specialist

Washington Mutual

Apr 2008 - Jan 2009 (9 months)

Provided inbound support for past-due accounts, collected and processed payments, and assisted callers with balance transfer inquiries to reduce delinquencies.

Collections Payment Processing Inbound