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
Evans, GA
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
Westmont, NJ
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
Plymouth Meeting, PA
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