Kareema Marshall
Evans,GA
Summary
Business owner and call center agent 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
12
12
years of professional experience
Work History
Business Owner
Turqouise Diamond LLC, Diamond's Fashion
01.2023 - Current
- Developing and implementing marketing strategies to generate new customers and increase sales and profit margins
- Overseeing business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs
- Using knowledge of market trends to create value-added solutions resulting in significant increase in revenues
- Establishing foundational processes for business operations
- Adhering to regulatory and policy changes and making necessary adjustments to maintain overall success
- Designing business plan to define concept, short-term and long-term goals and strategies
- Devising processes to boost long-term business success and increase profit levels
- Managing customer service inquiries and complaints for customer satisfaction
- Configuring and purchasing domains for websites
- Approving, reviewing and editing content flowing to website
- Negotiating pricing and delivery terms with suppliers to maintain cost savings and stock levels
- Prospecting leads to build pipeline and convert to sales opportunities.
Call Center Agent
04.2019 - Current
- Handling high volumes of inbound calls about reconciliation of delinquent accounts
- Identifying, researching, and resolving billing variances to maintain system accuracy and currency
- Seeking out extra training opportunities to enhance customer relationship management abilities.
- Analyzing and escalating complaints, issues as well as grievances to designated departments for investigation and response
- Learning to maintain more in-depth understanding of products and service information to offer knowledgeable and educated responses to diverse customer questions
- Delivering exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Compiling status and performance reports for team leaders to address company strengths and weaknesses
- Managing over 50 - 70 customer calls daily
- Leveraging sales expertise to promote products and capitalize on upsell opportunities.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
- Establishing and fostering strong organization and client relationships through application of excellent interpersonal skills
- Attended telephone skills and program information training sessions to boost aptitude
- Maintaining user account data by initiating account access and establishing in database
- Analyzing and escalating complaints, issues and grievances to designated departments for investigation and response.
Retail Store Sales Manager
Retail
03.2013 - 01.2019
- Created employee schedules to align coverage with forecasted demands
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Mentored team members to enhance professional development and accountability in workplace.
- Built relationships with customers and community to establish long-term business growth.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Recruited, hired and trained 19 associates to develop into productive team members with excellent product knowledge.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
Sales Representative
Independence Inc
06.2011 - 10.2012
- Maintained responsibility for accounts within assigned territory, consistently touching base to assess needs and satisfaction
- Maintained accurate and thorough records of leads and customer account information
- Traveled throughout assigned territory to leverage leads and visit existing customers
- Developed and presented educational pitches detailing practical and financial product benefits
- Proactively managed client correspondence and recorded all tracking and communications Developed networks by identifying and pursuing new leads, attending industry events, and building rapport with clients Increased sales by 15%.
Education
BBA -
University of Phoenix
04.2025
GED - undefined
Gwinnett Technical College
06.2017
Skills
- Retail management
- Salesforce
- Call Center Operations
- High-Volume Environments
- Inside sales
- Customer Support
- Recruiting
- Client Rapport-Building
- Cost Analysis and Savings
- Process Improvement
- Operations Management
- Vendor Relationship Management
- Business administration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Business Owner
Turqouise Diamond LLC, Diamond's Fashion
01.2023 - Current
Call Center Agent
04.2019 - Current
Retail Store Sales Manager
Retail
03.2013 - 01.2019
Sales Representative
Independence Inc
06.2011 - 10.2012
BBA -
University of Phoenix
GED - undefined
Gwinnett Technical College
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