DEMARIO MALLORY
Antioch,CA
Summary
Motivated and results-driven Customer Service Representative with over 6 years of experience in Salesforce casework and white-glove service delivery. Adept at building positive client relationships, resolving escalated issues, and leading teams to exceed business goals. Skilled in project and time management, developing affiliate program content, and leveraging support software to improve efficiency. Proven ability to de-escalate customer concerns, streamline processes, and drive profitability. Committed to delivering exceptional customer experiences while fostering collaboration and growth.
Overview
16
16
years of professional experience
Work History
Customer Service Representative Specialist
Minted
10.2018 - Current
- Provided primary support to internal and external customers, maintaining a95% customer satisfaction rate
- Assisted the Quality Assurance Team as a Deep Dive Technician, improving CSAT scores by identifying and addressing recurring issues
- Developed and implemented training materials for the Minted Photographer Program, enhancing team efficiency and service delivery
- Mentored employees on advanced customer service techniques, emphasizing the connection between customer loyalty and revenue growth
- Prepared materials for skills development classes during new hire training, contributing to a smoother onboarding process for new employees
- Maintained customer satisfaction through forward-thinking strategies that resolved customer concerns efficiently and proactively
- Handled escalated calls professionally by remaining calm under pressure while working towards mutually agreeable resolutions for all parties involved.
Sales Representative
FIELD INTELLIGENCE | CROSSMARK
06.2013 - 09.2019
- Collected and analyzed data weekly for over20 retail stores using advanced technological tools, including inventory adjustment calculators, to optimize inventory management
- Communicated product knowledge, sales objectives, promotional updates, and strategic plans to management and retail sales teams, ensuring alignment with company goals
- Trained and developed new sales associates in product knowledge, selling techniques, and company procedures, boosting team efficiency and performance
- Engaged with customers to build rapport and foster lasting relationships, increasing repeat business and customer loyalty
- Managed operational expenses and ensured the proper care and handling of company equipment to reduce costs and maintain quality
Cashier
Lucky's Supermarket
06.2015 - 09.2017
- Processed cash, check and credit card payments
- Evaluated supplies and product inventory to check for quality and quantity issues returning unacceptable materials to vendors
- Offered advice and assistance to customers, paying attention to special needs and wants100%
- Restocked and organized merchandise in front lanes
- Welcomed customers and helped determine their needs.
- Greeted customers entering store and responded promptly to customer needs.
CUSTOMER SERVICE REPRESENTATIVE
Minted
11.2014 - 01.2015
- Took10-25 calls on average from current and prospective customers, answers questions about accounts, providing information about new products and services in friendly, enthusiastic manner
- Provided design suggestions to customers illustrating expertise and passion for Minted company and its products
- Resolved diverse range of technical issues across multiple systems and applications for customers around world
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
FIRST ASSISTANT MANAGER
AEROSOLES
12.2011 - 08.2012
- Achieved recognition from senior management for contribution to store success, including managing sales, employees and operations to foster optimal performance
- Conducted regular employee training sessions to ensure consistent product knowledge and exceptional customer service skills.
- Applied mathematical abilities on daily basis to calculate and check figures in all areas of financial systems to insure closing margins of97%-100%
- Monitored financial performance indicators, adjusting strategies as necessary to meet company goals.
SECOND ASSISTANT MANAGER
AEROSOLES
12.2010 - 11.2011
- Oversaw monthly collections of over $20,000 in funds, maintaining high revenue rates with marketing strategies by building positive relationship
- Assist in training and development of strong store team to provide and inviting, enjoyable, and fulfilling shopping experience to all customers
- Provide associate performance feedback to Store Manager
- Established monthly meetings to promote coaching/mentoring in fun, caring, safe, and productive work environment
- Assist in planning and executing of promotional and merchandising plans while maintaining presentation standards as direct
HOLDER ASSOCIATE
AEROSOLES - KEY
04.2009 - 05.2010
- Performed tasks as assigned for daily goal achievements
- Lifting45 pounds or more and stooping, bending, climbing, to retrieve merchandise from stockroom/ to sales floor
- Used weekly financial data to analyze company growth and optimize operational strategies
Education
BACHELOR OF ARTS - Communications: Broadcasting
Dominican University of California
San Rafael, CA08.2021
High School Diploma - undefined
Richmond High School
Richmond, CA06.2003
Skills
- Multi-line phone talent
- Complaint handling
- Call center experience
- Escalation handling
- Sales expertise
- International sales support
- Training development aptitude
- Staff Education and training
Accomplishments
- Achieved a complete overhaul of the Photographer Program policies through effectively helping with documentation sources to assist artists/photographers.
- Reduced average ticket handling time by15% through process optimizations.
- Developed a training manual adopted by the team to standardize case resolution workflows.
Timeline
Customer Service Representative Specialist
Minted
10.2018 - Current
Cashier
Lucky's Supermarket
06.2015 - 09.2017
CUSTOMER SERVICE REPRESENTATIVE
Minted
11.2014 - 01.2015
Sales Representative
FIELD INTELLIGENCE | CROSSMARK
06.2013 - 09.2019
FIRST ASSISTANT MANAGER
AEROSOLES
12.2011 - 08.2012
SECOND ASSISTANT MANAGER
AEROSOLES
12.2010 - 11.2011
HOLDER ASSOCIATE
AEROSOLES - KEY
04.2009 - 05.2010
High School Diploma - undefined
Richmond High School
BACHELOR OF ARTS - Communications: Broadcasting
Dominican University of California
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