Summary
Overview
Work History
Education
Skills
Timeline
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Marcellus Duru

Stone Mountain,GA

Summary

Customer Support Service Manager with 15+ years of experience in building exceptional relationships with keen skills, a high level of initiative, attention to detail, and commitment to excellence and growth. Possess extensive knowledge of Customer Relations, Conflict Resolution, Administrative Support, and Relationship Building. Accomplished measurable results while scheduling appointments and handling customer issues in a fast-paced environment. Managed risk upon multiple lines to protect people, assets, property, and equipment valued at $1M and achieved expectations of senior leadership. Possesses extensive experience in executive-level administrative support, training development, and budgetary management. Experienced in effectively working with individuals of different backgrounds, and tactfully communicating with challenging customers.

Overview

2
2
years of professional experience

Work History

Service Advisor

Stone Mountain Toyota
10.2022 - 10.2023
  • Welcomed incoming individuals and ascertained needs by asking open-ended questions.
  • Examined records and papers to verify warranty and service contract coverage.
  • Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
  • Delivered concierge support for phone or in-person inquiries to drive customer satisfaction.
  • Handled telephone inquiries regarding appointments and work in process.
  • Researched coverages under warranties and determined requirements for coverage.
  • Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
  • Responded quickly to customer concerns and complaints, typically within [Timeframe].

Final Document Specialist Temp

Angel Oak
03.2022 - 09.2022
  • Completed documents and work requests according to company standards.
  • Kept documents moving in proper flow by applying strong organizational, planning and multitasking abilities.
  • Reviewed loans to determine proper documentation required for each loan to be completed.
  • Identified missing documents and suggested appropriate edits.
  • Stored and file documents properly store and archive electronic registers.
  • Reviewed and verified documents for completeness, format and compliance with loan requirements.

Customer Service Associate

Walgreens
01.2022 - 06.2022
  • Worked hard to learn required tasks quickly to maximize performance.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
  • Followed policies and procedures to meet or exceed established performance requirements.

Warehouse Supervisor

MD Martin
12.2021 - 03.2022
  • Monitored daily shipping, handling and receiving to promote smooth operations within warehouse.
  • Worked additional hours and shifts to meet tight deadlines during peak periods.
  • Supervised scheduling for freight and package shipments and managed return and transfer procedures.
  • Generated warehouse shipping documents, packing lists and invoices.
  • Reviewed inventory sheet against shipments received and alerted manager of discrepancies.
  • Reconciled daily inventory in warehouse management system for tens of thousands of SKUs.
  • Performed periodic inventory counts to assess inventory system accuracy and integrity.

Education

High School Diploma -

George Washington Carver High School For The Sciences
Atlanta, GA
06.1993

Skills

Public Speaking
Call Center Operations
Data Analysis
Time Management
Training Development
Inventory Control
Calendar Management
Customer Client Service
Record Management

KEY SKILLS
Exceptional Customer Service: Strong communication skills to understand customer needs and provide exceptional
results

Track record of successfully dealing with difficult personalities to resolve dissatisfaction Proficient in developing
strong relationships with clients by developing trust and exhibiting credibility early in the process
Independent and Team Player: Enjoy collaborating with colleagues, clients, and customers, as well as completing
tasks independently Eager to motivate and inspire others to deliver their best
Organized and Motivated: Skilled in maintaining order Able to seamlessly multi-task long and short-term priorities

Timeline

Service Advisor

Stone Mountain Toyota
10.2022 - 10.2023

Final Document Specialist Temp

Angel Oak
03.2022 - 09.2022

Customer Service Associate

Walgreens
01.2022 - 06.2022

Warehouse Supervisor

MD Martin
12.2021 - 03.2022

High School Diploma -

George Washington Carver High School For The Sciences

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Marcellus Duru