Marcus Anthony
Philadelphia,PA
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Customer Care Advisor
DHL Express
08.2019 - 09.2022
- Utilized Microsoft Office tools to provide delivery estimates and calculate shipping rates,
- Used outbound calling, e-mail, and text messaging to follow up with and resolve over 80 customer traces per day before deadline.
- Maintained and exceeded all Key Performance Indicators- including call quality, schedule adherence, trace resolution and call duration.
- Developed strong rapport with customers, fostering loyalty and repeat business.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Trained staff on operating procedures and company services.
- Assisted inbound-calling customers with shipment tracking, complaints, cancellations, redirections, address updates, duty and tax payments, escalations, and general inquiries..
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
Receptionist
Bed Bath & Beyond
04.2012 - 09.2016
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Helped maintain office security by monitoring visitor access and issuing badges as needed.
- Coordinated travel arrangements for executives, ensuring seamless itineraries that met all requirements.
- Corresponded with clients through email, telephone, or postal mail.
- Handled cash transactions and maintained sales and payments records accurately.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Operated multi-line telephone system to answer and direct high volume of calls.
Education
High School Diploma -
Irvington High School
Irvington, NJ06.2008
Skills
- Call Center Experience
- Netsuite
- Payment Processing
- Billing Coordination
- Shipping and Logistics
- First Call Resolution
- Conflict Mediation
- MS Office
- Customer Relationship Management (CRM)
- Sales and Upselling
Timeline
Customer Care Advisor
DHL Express
08.2019 - 09.2022
Receptionist
Bed Bath & Beyond
04.2012 - 09.2016
High School Diploma -
Irvington High School
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