Marcelite Dural
Magnolia,TX
Summary
Professional with strong background in customer service, adept at handling client inquiries and resolving issues efficiently. Skilled in communication, problem-solving, and conflict resolution, consistently ensuring customer satisfaction. Highly adaptable, team-oriented, and results-driven, excelling in fast-paced, dynamic environments. Passionate about fostering positive customer experiences and contributing to team success.
Overview
25
25
years of professional experience
Work History
Customer Service Advocate- 4 Years
Home Depot Flatbed Distrubution Center
10.2021 - Current
- Perform data entry tasks efficiently, utilizing office management software to record and track customers information.
- Developed strong relationships with colleagues across various departments through effective communication skills and teamwork initiatives.
- Provides exceptional customer service, effectively addressing inquiries,resolving and recording issues related to office operations.
- Contribute to a professional atmosphere by greeting visitors promptly upon arrival and providing assistance when necessary.
- Respond to inquiries from callers seeking information.
- Handles sensitive information with discretion, ensuring confidentiality and maintaining trust within the office.
- Assist in training up to 20 new hires, helping them quickly acclimate to their roles and responsibilities regarding company operations,policies,and services.
- Managed 60 to 80 calls per day during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service /Front End Supervisor-13 Years
The Home Depot Store
08.2008 - 09.2021
- Maintained professional, organized, and safe environment for employees and customers.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Developed and maintained relationships with customers and suppliers through account development.
- Oversaw inventory management, optimizing stock levels, and reducing overstock situations.
- Reduced transaction errors with thorough daily audits of (15) cash drawers and regular monitoring of cashier performance.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Monitored over 1,000 Sku's of inventorythroughout varies department to keep store and aisles stocked with necessary items and avoid running out of in-demand products.
- Oversaw (32)employees performance, corrected problems, and increased efficiency to maintain productivity targets.
Customer Service Supervisor-8 Years
EXPO Design Center A Home Depot Company
10.2000 - 07.2008
- Completed data entry tasks with accuracy and efficiency.
- Improves customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Organized, sorted, and check input data against original documents.
- Scan documents and save in database to keep records of essential organizational information.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Implement customer feedback surveys to gather insights, leading to strategic improvements.
- Verified accuracy of daily cashier batches by checking receipts, checks, and cash.
- Trained up to 30 newly hired /Cashier team in upselling techniques.
- Updated and maintained customer information, organizing forms, making photocopies, filing records, preparing correspondence, and creating reports, documents and records.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
Education
High School Diploma -
Acadiana High School
Lafayette, LA05.1988
Skills
- Accounting
- Customer Service and Client Relations
- Time Management and Multitasking
- Document Preparation
- Team Collaboration and Leadership
- Professional Verbal and Written Communication
- Conflict Resolution and Problem Solving
- Data Entry, Attention to detail, and Purchase orders
- Documenting and recording information
- Explaining policy and procedures
- Scheduling appointments
- Microsoft Office Suite-
(Word,Excel,Power Point, and Outlook)
Timeline
Customer Service Advocate- 4 Years
Home Depot Flatbed Distrubution Center
10.2021 - Current
Customer Service /Front End Supervisor-13 Years
The Home Depot Store
08.2008 - 09.2021
Customer Service Supervisor-8 Years
EXPO Design Center A Home Depot Company
10.2000 - 07.2008
High School Diploma -
Acadiana High School
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