MAGNUS KRAKUE JR
Summary
Enthusiastic Customer Service and Sales Professional with 13 plus years of expertise in communication and negotiating with a background in Business Management, marketing and advertising. Career ready knowledge with real world implementation of Salesforce CRM Systems and SAP ERP Transactions. Driven to provide intangible customer service, I yearn to treat every business interaction as the last in order to cater to the unique needs of clients in the forever changing organizational landscape. Innovative with using extensive knowledge of products and services as leverage for positive customer interactions, creating solutions for customers to drive loyalty, retention and revenue. Highly adept at mentoring team members and interacting with staff at all levels and pursing intangible personnel connection with a passion for advancement.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Credit Assistance Specialist
Bank of America
Kennesaw , GA
10.2023 - Current
- Identifies needs of customers promptly and efficiently while communicating empathetically to gain the trust of each client while searching for the best service for the client in regards to their financial situation and other demographics.
- Pursues delinquent accounts through active skip tracing and other methods.
- Assigned to Front-line segment of business tasked with being the first point of contact for business and consumer clients to accurately transcribe the financial well being of the account and other pertinent data needed before anymore action can be taken on the account while actively keeping the account up-to-date.
- Negotiates payment plans with customers to resolve past due balances.
- Investigates consumer complaints regarding any and all relevant account disputes or grievances in relation to delinquent account for a resolve while maintaining a healthy and trustworthy dialogue with the client.
- Enforces company policies relating to late payments and delinquencies.
- Assists in the development and implementation of procedures for improving the efficiency of the collections process.
- Utilizes excellent verbal communication to engage clients and internal business departments to ensure accurate client transfer.
- Performs administrative functions for assigned accounts, recorded address changes and purged records in accordance with banking guidelines.
- Arranges debt repayment or established schedules for repayment based on customer's financial situation.
- Generates reports to track performance metrics of team members.
- Exercises versatility in fast-paced, agile work environments.
- Displays strong telephone etiquette, effectively handling difficult calls.
- Advises delinquent customers on strategies for debt repayment.
- Works closely with delinquent account holders to collect and reconcile accounts through approved channels.
Team Trainer
Whole Foods Market Inc
Marietta , GA
11.2022 - 08.2023
- Assisted in the mentorship and ongoing training of new hires on the day to day operations of the department.
- Organized and prioritized tasks and activities and worked within set timeframes and deadlines.
- Communicated time sensitive deadlines for inventory control to ensure proper disposal of waste and confirm replenishment of inventory.
- Recommended merchandise to customers based on special needs and preferences.
- Maintained records related to sales for store management.
- Placed special orders or called other stores to find desired items.
- Obtained product knowledge for customers to efficiently determine wants or needs.
- Managed high customer volume by way of order tickets and special order requests.
- Aided department heads to reach sales and profit goals, monitored and complied with quality assurance standards and maintained a safe and clean work environment.
CSR
Fifth Third Bank
Marietta, Georgia
07.2022 - 10.2022
- De-escalated problematic customer concerns about accounts while maintaining a calm, friendly demeanor.
- Maintained knowledge of current account promotions, procedural banking policies, payment policies and regulatory bank security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs for open accounts and offered financial solutions via different accounts and services offered to bank customers.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance for bank patrons.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Used proven techniques to de-escalate customer interactions during client consultations.
- Made outbound calls to obtain account information for the purpose of collecting payments all for the good of a customer's account.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Ensured proper closing procedures were followed on a nightly basis for the safety of bank customer's information and at the safety of bank staff.
Customer Service Representative
Kemira Chemicals
Marietta, GA
07.2021 - 12.2021
- Documented requests, resolved problems and provided alternative solutions to better enhance decision-making on complicated/unforeseen issues regarding customer material orders.
- Completed material orders for private customers by implementing first hand knowledge of the software-based data system SAP.
- Maintained healthy relations with sales partners and company plant workers in an effort to provide transparent and efficient updates on customer orders.
- Aided in competent training of new employees on order processing procedures and introduced insightful techniques to better enhance team member understanding of the many SAP transactions (ERP).
- Heavy use of MS Outlook and other complementary applications to effectively communicate updates on orders to sales in a timely manner.
- Communicated time-sensitive order change requests proposed to any open orders not without first confirming request viability with the proper channels to avoid miscommunication.
- Responsible for the constant updating of customer account contracts with the necessary up-to-date information (material name changes, pricing updates, quantity updates).
Customer Accounts Specialist
XPO Logistics
Marietta, GA
12.2019 - 07.2021
- Primary point of contact between clients, service technicians, and various retailers in order to understand customer's needs and fulfill order proposals in a timely and precise manner.
- On-call assistance at the ready for 3rd party service technicians in need of order updates and assistance with contacting customers or respective business contractors for information regarding open appliance installations.
- Processed purchase orders through multiple applications for respective clients to understand materials needed for product installation and validate customer contact information for 3rd party contractors.
- Responsible for completing assigned daily tasks such as following up with clients to schedule installation appointments and following up with service providers and respective Area/Regional Managers to provide timely updates for customers regarding installation and measurement orders.
- Closed and billed completed installation orders through the proper channels and cross-referencing data.
- Assisted team members and project supervisors with daily assignments by scheduling customer installation orders around sub-contractor availability.
- Created sales objectives and strategies to assist overwhelmed markets increase productivity and meet performance metrics.
- Utilized 1st hand knowledge of the SAP programming tool to efficiently execute new transactions and edit previous orders.
- Performed updates on new customer accounts and existing profiles to keep service technicians up to date with client information and order details.
- Responsible for creating service calls for contractors to analyze information received from client organized into a concise and detailed report for contractors to assess technical issue at hand.
- Complex understanding of current distribution management systems (DMS) necessary for smooth work flow and communication between all parties.
Customer Service Sales Associate
WHOLE FOODS MARKET ERNEST W BARRETT PKWY NW
Kennesaw, GA
06.2017 - 12.2019
- Provided exceptional customer service through interacting with customers and fulfilling orders.
- Mentor position in which the customer service associate is responsible for shadowing team members and providing expert assistance and advice during a work day through verbal instruction and expert leadership.
- Informed customers on sales and promotions furthering customer knowledge of the value of Whole Foods and what Whole Foods has to offer.
- Conducted on-site product demonstrations to highlight features, answer customer questions and redirect concerns toward positive aspects.
- Evaluated inventory and delivery needs, optimizing strategies to meet customer demands.
- Branded products through effective salesmanship and maintained long-term relationships with clients/customers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Contacted customers and prospects to generate new business for seasonal projects to achieve company goals.
- Worked alongside retail representatives to boost sales through constant team work and brainstorming.
Store Sales Associate
KROGER
Marietta, GA
06.2012 - 06.2017
- Provided onsite training
- Mentored and shadowed new team members on the daily tasks required in the meat department
- Monitored the consistent movement of supplies and inventory to reduce costs and maximize profit
- Ensured customer complaints were handled in a timely manner
- Provided assistance to corresponding departments when the needed such as operating cash registers and setting department schedules accordingly
- Readied items for sales floor stocking by affixing tags and preparing pallets
- Rang up customer purchases and carefully counted back currency and bills, reducing drawer errors
- Assisted customers by finding items quickly and with enthusiasm, boosting store satisfaction rates
- Monitored deliveries by checking merchandise against invoice paperwork and notifying supervisor of discrepancies
- Supported promotional plans by updating signage with price changes
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management
Education
Associate of Applied Science - Business Management
Chattahoochee Technical College
Marietta, GABachelor of Science - Logistics and Supply Chain Management
Kennesaw State University
Kennesaw, GASkills
- Data Management
- MS Office proficient
- B2B Customer Service
- Reporting and documentation
- Order Interpretation
- Communication and Interpersonal Connection
- Salesforce CRM expertise
- Cold-calling
- Payment Processing
- Active Listening
- Customer Complaint Resolution
- SAP ERP expertise
- Systems Analysis
- Multitasking
- Interpersonal Communication
- Time Management
- Teamwork and Collaboration
- Account Management
- Materials coordination
Certification
- Certified SAP (ERP) Technical Specialist - 2024
- Certified Associate Administrator, Salesforce - 2023
- Distribution Management Systems (DMS) Expertise - 2019
- Supervisor/Management Specialist
- Human Resource Management Specialist
- Technical Specialist
Affiliations
- Passionate basketball fan and recreational player. Team basketball is the epitome of teamwork being the driving force for success in a fast-paced and highly competitive environment that has many translations to the world of business and everyday life.
- Coffee shop dweller with a book in hand and a latte in the other in my foretime, enjoying some downtime from the daily grind.
References
References available upon request.
Timeline
Credit Assistance Specialist
Bank of America
10.2023 - Current
Team Trainer
Whole Foods Market Inc
11.2022 - 08.2023
CSR
Fifth Third Bank
07.2022 - 10.2022
Customer Service Representative
Kemira Chemicals
07.2021 - 12.2021
Customer Accounts Specialist
XPO Logistics
12.2019 - 07.2021
Customer Service Sales Associate
WHOLE FOODS MARKET ERNEST W BARRETT PKWY NW
06.2017 - 12.2019
Store Sales Associate
KROGER
06.2012 - 06.2017
Associate of Applied Science - Business Management
Chattahoochee Technical College
Bachelor of Science - Logistics and Supply Chain Management
Kennesaw State University