Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Quote
Timeline
BusinessAnalyst

Makayla Morris

Fort Worth,TX

Summary

As someone who is well- versed and dedicated in customer service, I fully understand that the customers needs are the top priority. I am motivated to maintain customer satisfaction as well as contributing to company success. I can easily establish a lasting rapport with clients and exceed sales quotas. I am reliable and driven, with strong time management and prioritization abilities.

Overview

8
8
years of professional experience

Work History

Training Manager

WelcomeNewborn
Fort Worth, TX
03.2021 - Current
  • Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Coordinated technical training and personal development classes for staff members.
  • Reviewed and edited all training materials for accuracy and company policy compliance.
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Delivered new employee onboarding and training sessions via Zoom.
  • Managed new employee orientation training process for more than 100 employees each year.
  • Tested all training software and hardware prior to commencing training programs.
  • Communicated all learning and performance objectives, schedules and training assessments to upper management.
  • Conducted training courses and prepared videos for long-term use.
  • Organized and edited training manuals, multimedia visual aids and other educational materials.
  • Researched and obtained relevant course materials to achieve training objectives.

Call Center Customer Service Representative

Chewy.com
Dallas, TX
10.2020 - 04.2021
  • Resolved concerns with products or services to help with retention and drive sales.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Addressed customer account discrepancies and concerns.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Answered over 100 calls per shift to meet fast-paced call center demands.

Car Sales Advisor

DriveTime Used Cars
Fort Worth, TX
10.2018 - 03.2020
  • Negotiated purchase prices and explained sales, warranty and optional products
  • Qualified buyers by matching requirements and interests to various car or truck models and discussing finance options.
  • Drove team revenue totals by bringing in top sales numbers.
  • Answered telephone and email inquiries from potential customers.
  • Effectively located merchandise across various stores to address customer needs.
  • Completed registration paperwork and sales documentation.
  • Established and devised strategy to meet personal goals consistent with dealership standards of productivity.
  • Followed-up on warm Internet leads and responded to customer questions about vehicle availability, price and options while fielding inquiries from various marketing websites.
  • Closed sales by overcoming objections, asking for sales, negotiating price and completing purchase contracts,

Education

Public Relations

University of North Texas
Denton, TX

Skills

  • Training Program Creation
  • Management Staff Collaboration
  • New Hire Onboarding
  • Workflow Process Improvement
  • Customer Account Management
  • Understanding Customer Needs
  • Upbeat and Positive Personality- willingness to learn and succeed
  • Great Listening Skills
  • Efficient and Detail-Oriented
  • Call Controlling and Expert Documentation
  • Employee Coaching and Motivation

Accomplishments

  • Developed multiple advanced training courses using various software.
  • Supervised team of 120 staff members.
  • Spearheaded the creation of a Continuing Education program with extensive training videos and materials to cultivate employee success.
  • Lead a detailed and successful onboarding training with new employees to strengthen company retention.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin

Timeline

Training Manager

WelcomeNewborn
03.2021 - Current

Call Center Customer Service Representative

Chewy.com
10.2020 - 04.2021

Car Sales Advisor

DriveTime Used Cars
10.2018 - 03.2020

Public Relations

University of North Texas

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Makayla Morris