Marcia Coker
Summary
Knowledgeable and dedicated customer service professional with extensive experience in retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
CUSTOMER SERVICE SPECIALIST
AeroCare Home Medical
01.2020 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Maintained and managed customer files and databases.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Handled customer inquiries and suggestions courteously and professionally.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Trained new personnel regarding company operations, policies and services.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Ordered all office supplies.
- Assisted location manager in operations and processes.
- Supervised patient testing and uploaded results to doctor's office.
- Assigned all orders/referrals to proper intake departments.
- Verify and request proper documentation needed for processing patient orders/referrals.
Quality Inspector
ST JEAN INDUSTRIES
08.2016 - 12.2019
- Inspected vehicle parts with accuracy, reporting problems or defects quickly.
- Utilized gauges, tools and equipment to complete in-depth assessments.
- Maintained high standard of workmanship by using only approved data, materials, tools and test equipment.
- Inspected and packaged products meticulously according to manufacturing specifications.
- Discarded and rejected products, materials and equipment not conforming with specifications.
- Performed frequent visual inspections to root out tolerance and compliance issues.
- Followed safety protocols while handling hazardous materials.
- Weighed products prior to shipment to confirm accuracy.
Assistant Manager
Big Lots Stores, Inc.
05.2014 - 06.2016
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Supervised overnight stocking crew.
- Supervised incoming shipment being unloaded and finalizing paperwork weekly.
Vision Technician
Bailey Vision
01.2012 - 04.2014
- Answered telephone calls to schedule eye exams and answer pre-screening questions or inquiries.
- Prepared patients for eyesight examinations by noting family medical histories, discussing vision problems and concerns and verifying insurance provider coverage.
- Utilized .computer to prepare work instructions and orders for fabricating eyeglasses and grinding lenses.
- Used measuring devices to measure clients' temple length, bridge and eye size, vertex distance, pupillary distance and optical centers of eyes.
- Recommended specific frames, lenses and lens coatings to suit client needs.
- Explained benefits and features of available current eyewear to meet patient needs and preferences.
- Prepared over 40 patients per week for examinations and surgeries.
- Optimized schedule and enhanced patient safety by maintaining clean, safe and well-organized examination rooms.
- Performed ophthalmic triage in office or by phone to assess severity of patients' conditions.
- Provided clerical and administrative assistance to maintain optimal patient flows.
- Maintained ophthalmic instruments or equipment.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
Team Lead Sales Associate
GNC
08.2012 - 12.2012
- Handled cash register operations and customer transactions to process payments.
- Maintained store visual standards by setting up window and interior displays to merchandising guidelines.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Provided exceptional customer service to foster client loyalty and satisfaction.
- Greeted customers and provided product advice to increase sales.
- Processed and stocked merchandise in accordance with store st
- Processed and stocked merchandise in accordance with store standards.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Informed customers of promotions to increase sales productivity and volume.
Assistant Store Manager
Cato's Fashion
01.2011 - 07.2011
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Trained new employees on proper protocols and customer service standards.
- Reported issues to higher management with great detail.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Assistant Store Manager
Dollar General
08.2007 - 10.2010
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Created and maintained safe and secure work environments for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Trained new employees on proper protocols and customer service standards.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Assistant Manager
Citi Trends
05.2006 - 08.2007
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Monitored security to protect employees, customers and property.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Lead Sales Associate
Movie Max
08.2005 - 03.2006
- Handled cash register operations and customer transactions to process payments.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Processed and stocked merchandise in accordance with store standards.
- Maintained store visual standards by setting up window and interior displays to merchandising guidelines.
- Provided exceptional customer service to foster client loyalty and satisfaction.
- Informed customers of promotions to increase sales productivity and volume.
- Stayed current on company offerings and industry trends.
Education
High School Diploma -
Oakdale High School
Oakdale, LA05.1988
Skills
- Customer Order Management
- Effective Written and Verbal Communication
- Project Management
- Customer Relations
- Customer Service and Assistance
- Customer Relationship Management
- Good Communication Skills
- Excellent Written and Oral Communication
- Microsoft Office
- Team-Building Exercises
- Problem Resolution
- Calm and Professional Under Pressure
- Office Supplies and Inventory
- Ability to Work Independently
Languages
English
Timeline
CUSTOMER SERVICE SPECIALIST
AeroCare Home Medical
01.2020 - Current
Quality Inspector
ST JEAN INDUSTRIES
08.2016 - 12.2019
Assistant Manager
Big Lots Stores, Inc.
05.2014 - 06.2016
Team Lead Sales Associate
GNC
08.2012 - 12.2012
Vision Technician
Bailey Vision
01.2012 - 04.2014
Assistant Store Manager
Cato's Fashion
01.2011 - 07.2011
Assistant Store Manager
Dollar General
08.2007 - 10.2010
Assistant Manager
Citi Trends
05.2006 - 08.2007
Lead Sales Associate
Movie Max
08.2005 - 03.2006
High School Diploma -
Oakdale High School
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