Summary
Overview
Work History
Education
Skills
Timeline
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Margarett Kelley

Newark,OH

Summary

Performance-oriented Sales Leader offering exceptional record of achievement over 26-year career in business and customer retention. Tenacious retention manager with strategic and analytical approach to solving problems, bringing in customers and accomplishing profit targets. Excellent reputation for resolving problems and improving customer satisfaction. Reliable employee seeking Collections position. Offering excellent communication skills and good judgment. Dedicated Customer Service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

33
33
years of professional experience

Work History

VIP Account Manager

1800Flowers.com
Hebron, OH
04.2016 - Current
  • Built relationships with customers and community to establish long-term business growth.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Built deep relationships with store managers, business owners and distribution partner sales teams by employing industry expertise and knowledge, retail strategies and sales tactics.
  • Built relationships with customers and community to establish long-term business growth

Customer Service Specialist

Harry & David
Hebron, OH
10.1997 - Current
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Applied basic sales strategy to engage customers and present solutions to suit individual needs.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.
  • Maintained financial accounts by processing customer adjustments.

Retention Specialist

Affinion Group
Westerville, OH
04.2011 - 08.2013
  • Utilized knowledge of customer experience to create specialized plans for customer retention.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Reviewed successes and failures to learn from previous mistakes.
  • Implemented employee incentive programs to promote positive work culture and increase retention.
  • Adhered to appropriate legal scripting when required.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Recommended products to customers, thoroughly explaining details.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.

Education

CUSTOMER SERVICE -

Career And Technology Education Centers of Licking County
Newark, OH
06.2000

Skills

  • Customer Complaint Resolution
  • Service Quality
  • VIP Services
  • Client Needs Assessment
  • Customer Satisfaction
  • Special Requests
  • Corrective Actions
  • Customer Engagement
  • Team Support
  • Constructive Feedback

Timeline

VIP Account Manager

1800Flowers.com
04.2016 - Current

Retention Specialist

Affinion Group
04.2011 - 08.2013

Customer Service Specialist

Harry & David
10.1997 - Current

CUSTOMER SERVICE -

Career And Technology Education Centers of Licking County

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Margarett Kelley