Marcellus Duru
Customer Service Representatrive
Decatur,GA
Summary
Seasoned Customer Support Service Representative and Service Advisor with 20+ years of experience building strong client relationships. Expertise in conflict resolution, administrative support, and adept at scheduling appointments in high-pressure environments. Proven track record in managing risk for assets valued at over $1M, exceeding senior leadership expectations. Skilled in executive-level administrative support, training development, and budgetary management. Previous roles include Catering Manager at Hartsfield-Jackson International Airport, collaborating with HR for new employee services, and Final Document Specialist at Angel Oak mortgage company. Additionally, served as a warehouse supervisor. With my diverse background, I believe it uniquely positions me to excel in roles that demand a blend of customer service acumen and administrative proficiency.
Overview
20
20
years of professional experience
Work History
Warehouse Associate
Coworx Staffing
10.2023 - 11.2023
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Assisted with stock takes and cycle counts to promote accurate inventory processes.
- Received and processed incoming stock to keep inventory levels accurate and up-to-date.
- Placed incoming inventory in optimal storage locations to promote continued accuracy and easy retrieval.
- Monitored inventory to increase supply levels by 10% to meet business and customer needs.
Service Advisor
Stone Mountain Toyota
10.2022 - 10.2023
- Welcomed incoming individuals and ascertained needs by asking open-ended questions.
- 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 timely manner.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Responded quickly to customer concerns and complaints, typically within timely manner.
- Managed over 50 customer calls per day. increase to sales by 10%.
Final Document Specialist
Angel Oak
03.2022 - 09.2022
- Completed documents and work requests according to company standards.
- Reviewed loans to determine proper documentation required for each loan to be completed.
- Reviewed and verified over 75 loan per-day for completeness, format and compliance with loan requirements.
- Prepared digital files, physical documents and work requests in compliance with company guidelines.
- Maintained organized and efficient document flows by using excellent planning and multitasking skills.
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 by 15%.
- 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.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Warehouse Supervisor
MD Martin
12.2021 - 03.2022
- 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.
- Performed periodic inventory counts to assess inventory system accuracy and integrity.
- Supervised warehouse operations by managing employees during shifts.
- Handled day-to-day shipping and receiving overseeing more than 350 packages per day
Service Advisor
BMW
09.2018 - 11.2021
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Managed over 50 customer calls per day. increase to sales by 10%.
Service Advisor
BMW
04.2011 - 09.2018
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Documented problems and corrective actions to maintain records.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Managed over 50 customer calls per day.' or, "Increased sales by 10%".
Catering Manager
Concession H&H
01.2006 - 04.2011
- Met with clients to outline desired goals and prepared quotes for overall catering costs.
- Handled catering scheduling, ordered food and planned events.
- Coordinated with event planners for floor and table layouts, guest numbers and overall catering needs.
- Worked with chefs to plan menus according to client needs and budgets.
- Managed over 25 employees to take care of all catering and customer service needs.
Education
High School Diploma -
George Washington Carver High School For The Sciences
Atlanta, GA06.1993
Skills
- Paperwork Processing
- Account Updating
- Quantity Calculations
- Inventory Control
- Customer Client Service
- Computer Literacy
- Shipping and Receiving
- Service Recommendations
- Customer Retention
- Archive Management
- Workflow Management
- Packing Expertise
- Assembly and Production
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I have not failed. I’ve just found 10,000 ways that won’t work.
Thomas Edison
Timeline
Warehouse Associate
Coworx Staffing
10.2023 - 11.2023
Service Advisor
Stone Mountain Toyota
10.2022 - 10.2023
Final Document Specialist
Angel Oak
03.2022 - 09.2022
Customer Service Associate
Walgreens
01.2022 - 06.2022
Warehouse Supervisor
MD Martin
12.2021 - 03.2022
Service Advisor
BMW
09.2018 - 11.2021
Service Advisor
BMW
04.2011 - 09.2018
Catering Manager
Concession H&H
01.2006 - 04.2011
High School Diploma -
George Washington Carver High School For The Sciences
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