Latrice Marberry
Indianapolis,IN
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
13
13
years of professional experience
Work History
Assistant Manager
Dollar General
03.2019 - 04.2024
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Call Center Representative
Kelly Services
01.2011 - 08.2019
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Education
High School Diploma -
Hammond High School
Hammond, INSkills
- Money Handling
- Customer Relations
- Team motivation
- Product and service knowledge
- Customer rapport
- Problem-solving skills
- Data Entry
- Customer Service
- Customer Support
- Inbound phone calls
Timeline
Assistant Manager
Dollar General
03.2019 - 04.2024
Call Center Representative
Kelly Services
01.2011 - 08.2019
High School Diploma -
Hammond High School