1. Maddison Poloney
660 Pine Grove Road
Roswell, GA 30075
poloma01@gmail.com
Cell: 410.422.9144
● Dedicated people manager with 5+ years of experience in a variety of settings including call center and retail.
● Respected leader of engaged and excited teams; instilled a sense of community and a commitment to excellence
in teams. Led by example by ensuring that all my own metrics were always met appropriately.
Areas of Expertise
• Customer service management
• Customer concern handling and
resolution
• People management.
• Launch of new sites and new
programs.
• Customer Satisfaction
• Front-End supervision
• Training
• Quality monitoring experience
• Establishment/Creation of new
teams
• Teambuilding & training
• Cost-Reduction Strategies
• Service level awareness
• Time management
• Bartending
Professional Experience
Marlow’s Tavern – Sandy Springs, GA
Bartender/Trainer/Server 1/16-Present
Selected Contributions:
• Rapidly became a go-to team member for training and assisting new team members
• Swiftly promoted to bartender, lead closer, and trainer
• Improved tavern’s sales over previous numbers on a daily basis through sales and customer service
contributions
• Maintained accuracy of cash till in busy tavern environment
•
Hooper’s Crab House – Ocean City, MD
Server 5/15-10/15
Selected Contributions:
• Progressed quickly to become closer in busy seasonal restaurant
• Covered shifts as needed
• Stayed late daily to assist with closing restaurant
• Consistently delivered top-notch customer service in busy environment
The McCormick Hotel – Scottsdale, AZ
Bartender, 1/15-5/15
Selected Contributions:
• Ensured a high level of customer service was always delivered
• Managed opening and closing operations
• Handled money and ensured that till was balanced daily
• Demonstrated flexibility with scheduling by staying late and covering shifts as needed

2. Bill Me Later, PayPal Inc. – Chandler, AZ and Baltimore, MD
Customer Service Supervisor, 10/11-Present
Customer Service Lead, 3/11-10/11
Customer Service Representative, 3/10-3/11
Quickly promoted from representative to lead, and from lead to supervisor to inspire and motivate ten to twenty
representatives to drive for personal and center-wide performance while maintaining high expectations for quality and
customer satisfaction.
Selected Contributions:
● Swiftly mastered a variety of programs and systems pertinent to handling both customer requests and agent
productivity including KANA, AQM, RTA, Kronos, PIE, and Empower.
● Attended relevant leadership training classes including People Manager Essentials, Coaching for Engaged
Employees, Selecting and Hiring Candidates, and Essential Conversations.
● Acted as the point of contact for all night shift teams in Arizona.
● Coordinated center-wide placement across four departments.
● Championed the alignment of teams with their leaders to ensure consistent coverage.
● Managed additional teammates when leadership was short-staffed.
● Projected and controlled budget for department reporting.
● Completed 55-88 call monitors monthly.
● Monitored center service level.
● Handled agent questions and escalations.
● Relocated to Arizona to facilitate office expansion.
Flashback Old Time Photos
Assistant Manager, Summers 2004-2015.
Selected Contributions:
● Assisted in supervision of sixteen employees.
● Managed opening and closing operations.
● Ensured a high level of customer experience.
● Met or exceeded sales targets year to year.
● Trained new hires in a variety of store processes.
Education
The Bartending Academy – Tempe, AZ 12/14-01/15
Hands-on training, Certification of Mixology and Alcohol Awareness (D.L.L.C
Gettysburg College – Gettysburg, PA 9/05-05/09
Bachelor of Arts; German Language and Literature
Pennsylvania Colleges in Cologne – Cologne, Germany 8/06-12-06
Studied many aspects of German culture including art, history, and politics.