Marcia Radcliffe

• Responded to all client inquiries and asked appropriate questions to facilitate resolution.
• Interacted with team members across departments to research and resolve customer issues.
• Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
• Verified basic needs are being met, providing navigation assistance for various benefits and available services.
• Set up new customer accounts and updated existing profiles with latest information.
• Resolved complex billing and payment issues for balanced, accurate accounts.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Handled confidential and sensitive information with discretion and tact.
• Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
• Screened calls and emails and initiated actions to respond or direct messages for managers.
• Updated and maintained confidential databases and records.
• Created and managed office systems to efficiently deal with documentation.
• Took notes and dictation at meetings.
• Maintained working knowledge of products, accounts, representatives, tools and systems.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Verified documentation of admissions, discharges, eligibility information, outcome data and other pertinent information against specifications.
• Created and ran reports to confirm accuracy of data and made corrections according to instructions within specified timelines.
• Worked with customers to answer questions, resolve disputes and research discrepancies.
• Processed recurring automated payments and credit card payments.
• Analyzed applicants' financial status and credit and property evaluations to determine loan feasibility.
• Filed paperwork and organized computer-based information.
• Worked with senior management to initiate new projects and assist in various processes.

• Attended regular trainings and workshops to maintain cosmetology license and stay current on technique and skills.
• Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
• Answered phone calls and emails to schedule client appointments.
• Grew sales with great work ethic, individualized beauty care plans and positive attitude.
• Educated clients about products and self-maintenance for healthy hair based on needs and preferences.
• Maintained high number of return customers through precise cutting, coloring and styling of clients' hair.
• Increased revenue through effective customer service and inventory management.
• Resolved customer complaints by investigating problems and developing solutions.
• Ticketed and displayed merchandise to promote sales.
• Trained and mentored new sales representatives.
• Identified appropriate marketing channels and target customers for campaigns.
• Developed campaigns and specific marketing strategies for clients.
• Conducted research to analyze customers' behavior, preferences and purchasing habits.

• Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
• Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
• Demonstrated high level of customer service to increase retention and satisfaction.
• Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
• Answered phone calls and emails to schedule client appointments.
• Processed payments, entering sales in register for prompt customer service.
• Grew sales with great work ethic, individualized beauty care plans and positive attitude.
• Updated social media platforms with latest news and corporate details.
• Monitored trends in social media, industry, and competitive landscape to create new material.
• Monitored social media questions and comments and appropriately responded.
• Drove outbound marketing strategies to improve awareness, sales pipeline and market position.
• Ticketed and displayed merchandise to promote sales.
• Greeted customers, responded to questions and improved engagement with merchandise.
• Resolved customer complaints by investigating problems and developing solutions.
• Educated customers on new arrivals and future product arrivals to boost future revenue.
• Use multiple software apps to create and update customer profile records.
• Entered data and utilized Access database and Excel spreadsheets.
• Operated multi-line telephone to answer, screen and route calls and relay messages.

Lay-off During covid19 due to industry closures

• Taught employees how to collaborate on daily job tasks and achieve service targets.
• Coordinated with General Manager in different operational issues and promotional activities.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates, and facilitate open communication.
• Enhanced employee management by developing schedules, tracking time, and administering payroll.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Communicated with customers to assess satisfaction with products and services received.
• Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
• Answered incoming telephone calls and scheduled appointments for clients.
• Managed business customer service, responding to requests and concerns promptly.
• Demonstrated knowledge of latest industry trends, tools and techniques to meet diverse customer preferences.
• Completed quality haircuts and styling for men, women and children.
• Managed shop administration with attention to detail, including scheduling, ordering and customer service.
• Developed campaigns and specific marketing strategies for clients.
• Wrote engaging and successful marketing, advertising, and website copy.
• Managed campaigns for various clients that consistently exceeded sales goals.