Summary
Overview
Work History
Education
Skills
Timeline
Generic

Marcell Owens

Summary

Results-driven Customer Service Lead with a strong focus on client engagement, critical thinking, and payment processing. Proven ability to resolve customer issues and drive productivity, fostering a culture of continuous improvement.

Overview

4
4
years of professional experience

Work History

Customer Service Lead

Best Buy
Virginia Beach, VA
08.2021 - 03.2024
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
  • Mentored new team members, fostering a culture of continuous improvement and support.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Cross-trained and provided backup support for organizational leadership.

Customer Service Representative

HomeGoods
Chesapeake, VA
07.2020 - 07.2021
  • Developed product knowledge to provide tailored recommendations and improve upselling opportunities.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Processed customer transactions efficiently using POS systems.
  • Trained new staff on register operations and customer engagement techniques.

Education

Associate of Science - Health Sciences

Virginia Peninsula Community College
06-2027

Skills

  • Payment processing
  • Cash handling
  • Order management
  • Client engagement
  • Critical thinking
  • Prioritization

Timeline

Customer Service Lead

Best Buy
08.2021 - 03.2024

Customer Service Representative

HomeGoods
07.2020 - 07.2021

Associate of Science - Health Sciences

Virginia Peninsula Community College