Delphine Malcolm
Customer Service
McDonough,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
33
33
years of professional experience
Work History
Customer Service Associate
TJ Maxx
06.2013 - 04.2018
- Developed and actualized customer service initiatives to decrease wait times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Payroll/Accounts Payable Clerk
HCR-Manor Care Corp
09.1989 - 04.2014
- Prepared vendor invoices and processed incoming payments.
- Investigated daily variances and corrected errors to resolve discrepancies.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Maintained good working relationships with vendors and resolved disputes.
- Participated in meetings as assigned for the purpose of conveying and gathering information required to perform functions
- Processed payroll information (time sheets, withholding, etc)for timely payment
Casher
Publix Super Markets Inc
10.1988 - 04.1989
- Helped customers complete purchases, locate items and join reward programs.
- Answered questions about store policies and addressed customer concerns.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Tallied cash drawer at beginning and end of each work shift.
- Processed customer refunds and exchanges according to established guidelines.
- Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales.
Eligibility Specialist
Health & Rehabilitation Svc
01.1985 - 09.1987
- Educated patients on eligibility and affordability options by offering insightful information.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Interviewed applicants and explained scope of different available benefits.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
Education
Certificate - Medical Assistant
Southern Technical Institute
Fort Lauderdale, FL 05.2001 -
Skills
Inbound and outbound calling
Quality assurance
Negotiation
Account management
Cross-functional team collaboration
Self-direction
Complaint resolution
Receiving support
Money handling abilities
Strategic sales knowledge
Timeline
Customer Service Associate
TJ Maxx
06.2013 - 04.2018
Certificate - Medical Assistant
Southern Technical Institute
05.2001 -
Payroll/Accounts Payable Clerk
HCR-Manor Care Corp
09.1989 - 04.2014
Casher
Publix Super Markets Inc
10.1988 - 04.1989
Eligibility Specialist
Health & Rehabilitation Svc
01.1985 - 09.1987