Summary
Overview
Work History
Education
Skills
Timeline
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Marcie Dubose

Mobile,AL

Summary

Dynamic professional with a proven track record at Navy Federal Credit Union, excelling in call center operations and customer satisfaction. Skilled in strategic thinking and team management, I consistently exceeded performance metrics while fostering strong client relationships. Adept at implementing process improvements, I bring a blend of sales expertise and emotional intelligence to drive success.

I also have been top saleswoman at Harley Davidson after working there for over 2 months and knowing nothing about sales! I am a hard worker and love getting to help people !

Overview

6
6
years of professional experience

Work History

Call Center

Navy Federal Credit Union
05.2024 - 10.2024
  • Assisted in the development of departmental goals and objectives, contributing to overall call center success and growth.
  • Demonstrated strategic thinking by anticipating future call center needs and proactively implementing solutions to improve overall efficiency and effectiveness.
  • Contributed ideas during team meetings, leading to improvements in overall call center operations.
  • Increased customer satisfaction by implementing effective call center strategies and providing timely solutions to customer concerns.
  • Maintained a calm demeanor even during challenging circumstances, exemplifying emotional intelligence as a Call Center Advisor.
  • Contributed to overall call center success by consistently meeting or exceeding key performance indicators, including average handle time, first-call resolution rate, and customer satisfaction scores.
  • Championed initiatives focused on continuous process improvement to drive operational excellence within the call center.
  • Followed call center protocols when notifying participants of call purpose and use of information.
  • Delivered exceptional customer service to individuals contacting company's call center for support and assistance.

Sales Associate

Harley Davidson Motor
06.2022 - 03.2023
  • Provided exceptional customer service, ensuring positive experiences for all patrons.
  • Assisted in maintaining inventory levels and organized product displays effectively.
  • Engaged customers with product knowledge, enhancing their understanding of motorcycle features.
  • Processed sales transactions accurately and efficiently using point-of-sale systems.
  • Trained new associates on sales techniques and customer engagement strategies.
  • Participated in promotional events, showcasing new products and increasing brand visibility.
  • Resolved customer inquiries and complaints promptly, fostering long-term relationships with clients.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.

Cashier Team Lead

Culvers
04.2019 - 07.2020
  • Supervised daily operations, ensuring compliance with company policies and procedures.
  • Trained new cashiers on register systems and customer service best practices.
  • Assisted in managing cash handling processes, promoting accuracy and efficiency.
  • Resolved customer inquiries and complaints to enhance satisfaction and loyalty.
  • Implemented team strategies that improved workflow during peak hours.
  • Facilitated communication between team members to streamline operations and improve service speed.
  • Conducted regular inventory checks, maintaining stock levels to support sales goals.
  • Monitored performance metrics, providing feedback for continuous improvement initiatives.
  • Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
  • Assisted customers by answering questions and fulfilling requests.
  • Communicated with customers and team members to solve problems.
  • Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.

Education

High School Diploma -

Lighthouse Private Christian Academy

Skills

  • Outbound call center operations
  • Call center monitoring
  • Call center
  • Call center operations background

Timeline

Call Center

Navy Federal Credit Union
05.2024 - 10.2024

Sales Associate

Harley Davidson Motor
06.2022 - 03.2023

Cashier Team Lead

Culvers
04.2019 - 07.2020

High School Diploma -

Lighthouse Private Christian Academy

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Marcie Dubose