Earlene Marbury
Los Angeles
Summary
Driven Customer Service Supervisor offers 30 years of expertise in sales management and office administration. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
35
35
years of professional experience
Work History
Customer Service Manager
Macy's
09.2022 - 09.2025
- Led customer service team to enhance operational efficiency and improve client satisfaction.
- Developed training programs for staff to refine product knowledge and service techniques.
- Implemented quality assurance measures to ensure consistency in customer interactions.
- Analyzed customer feedback to identify trends and drive service improvements.
Customer Service Manager
Wesley Allen Inc
03.2000 - 09.2022
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
Retail Sales Representative
Kinko's Copies
12.1990 - 02.2000
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Greeted and assisted customers in locating items and completing purchases.
- Maintained current store, product and promotional knowledge to drive consistent sales.
- Developed and maintained key relationships with consumers and businesses through effective communication strategies and interpersonal skills.
- Readied merchandise for sales floor by marking items with identifying codes and accurate pricing.
- Stocked, replenished and organized inventory to keep store merchandise fresh.
Education
Some College (No Degree) - Communication Studies
Los Angeles Trade Technical College
Los Angeles, CASkills
- Time Management
- Verbal and Written Communication
- Problem-Solving
- Team Leadership
- Decision Making
- Documentation and Reporting
- Teamwork and Collaboration
- Problem Resolution
- Issue Resolution
- Employee Coaching and Motivation
- Workflow Management
- Team Building
- Work Prioritization
- Administration and Reporting
- Managing Operations and Efficiency
- Continuous Improvement
Timeline
Customer Service Manager
Macy's
09.2022 - 09.2025
Customer Service Manager
Wesley Allen Inc
03.2000 - 09.2022
Retail Sales Representative
Kinko's Copies
12.1990 - 02.2000
Some College (No Degree) - Communication Studies
Los Angeles Trade Technical College
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