Summary
Overview
Work History
Education
Skills
Additional Information
Work Availability
Quote
Timeline
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MARIAM A. PLACE

MARIAM A. PLACE

Benton,AR

Summary

Dedicated, competitive, and award winning Customer Service Advocate looking for new opportunities of employment.

I obtained a "Legends" award with Verizon Wireless Customer Service for performing in the top 2% of the performance metrics. Performance metrics included retention, revenue, Verizon satisfaction, customer experience, tool utilization, and average handle time. I also earned countless "Top of the Rock" awards for leading in the top 10% of metrics in the customer service organization. The award profile with Verizon Wireless has nearly 40 awards earned in the 6 1/2 years of Customer Service.

In addition to being a top customer advocate, I was given a rotational opportunity with the New Experience Employee program as a New Hire Support Coach because of outstanding performance. This position included assistance with training, coaching, and refining the new representatives and future leaders of Verizon Wireless.

Overview

14
14
years of professional experience

Work History

Driver

Waitr, Bite squad
North Little Rock, AR
12.2020 - Current
  • Delivery driving for restaurant partners of Bite Squad and Waitr.
  • Interacting with customers in a positive professional manner.
  • Verifying orders for accuracy.
  • Served customers promptly by smoothly collecting and delivering high volume of orders.
  • Verified orders prior to completing deliveries to avoid customer complaints.
  • Drove continuously during shifts, meet deadlines and achieved high customer satisfaction ratings.
  • Met promised delivery times consistently by using GPS software to spot and avoid traffic delays.
  • Used excellent listening and problem-solving skills to work with customers and quickly resolve concerns.

Customer Service Advocate

Verizon Wireless
Little Rock, AR
08.2014 - 07.2021
  • Call Center work environment for 4.5 years and remote home based agent for 2.5 years.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Promoted superior experience by acknowledging and addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • De-escalated customers in a timely matter with inventive resolutions.
  • Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
  • Effectively give customers all information needed on their accounts to avoid call backs
  • Promoted available products and services to customers during service, account management and order calls.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Sought ways to improve processes and services provided.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Performed minor managerial tasks such as call center floor support and hosting morning meetings.

Shift Manager, Support manager

Guest Services, Raycan Enterprises, McDonald’s
Arkadelphia, AR
11.2012 - 01.2014
  • Managed times, labor, and food cost during shift.
  • Took necessary steps to meet customer needs and effectively resolved food or service issues.
  • Up-sold additional menu items, beverages, and desserts to increase restaurant profits.
  • Recorded customer orders and repeated them back in a clear understandable manner.
  • Correctly received orders, processed payments, and responded appropriately to guest’s concerns.
  • Communicated clearly and positively with co-workers and upper management.
  • Resolved guest complaints promptly and professionally.
  • Served orders to customers at windows, counters, and tables.
  • Mastered Point of Sale (POS) computer system.
  • Prepared items according to written or verbal orders, working on several different orders simultaneously.
  • Closely followed standard procedures for safe food prep, assembly, and presentation to ensure customer satisfaction.
  • Trained and mentored new employees to maximize team performance.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Prepared employee schedules for maximum coverage during key hours.
  • Adhered to company standards and compliance requirements for operations and cleanliness of areas.

Crew

Andy’s Restaurant
Arkadelphia, AR
04.2012 - 03.2013
  • Correctly received orders, processed payments, and responded appropriately to guest’s concerns.
  • Up-sold additional menu items, beverages, and desserts to increase restaurant profits.
  • Recorded customer orders and repeated them back in a clear understandable manner.
  • Communicated clearly and positively with co-workers and management.
  • Served orders to customers at windows, counters, and tables.
  • Quickly and efficiently processed payments and made accurate change.
  • Mastered Point of Sale (POS) computer system.
  • Prepared items according to written or verbal orders, working on several different orders simultaneously.
  • Closely followed standard procedures for safe food prep, assembly, and presentation to ensure customer satisfaction.

Helper/Assist

Arkansas Door And Mr. Glass
Hensley, AR - Arkansas
01.2008 - 06.2011
  • Answered phone calls and set up customer appointments.
  • Worked directly with installer to install windows, doors, and glass.
  • Made receipts, and kept track of spending and profits.
  • Kept track of appropriate items for each job.
  • Kept track of customer appointments and follow-ups.

Education

Undergrad - Business

University of Phoenix
Phoenix, Arizona
05.2024

High School Diploma -

Sheridan High School
Sheridan, AR
05.2006

Skills

  • De-escalation Techniques
  • CRM Software
  • Data Entry and Maintenance
  • Creative Problem Solving
  • Multitasking and Prioritization
  • Understanding Customer Needs
  • Responding to Difficult Customers
  • Customer Retention Strategies
  • Calm and Professional Under Pressure
  • Upbeat and Positive Personality
  • Courteous with Strong Service Mindset
  • Strong Analytical and Problem Solving Skills
  • Call Volume and Quality Metrics
  • Group Discussion Facilitation
  • Leadership Development

Additional Information

  • Awards and Acknowledgements , 2016 Legends Award Winner
  • National Society of Collegiate Scholars At the University of Phoenix maintaining GPA of 3.6

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Good judgment comes from experience. Experience comes from bad judgment.
Jim Horning

Timeline

Driver

Waitr, Bite squad
12.2020 - Current

Customer Service Advocate

Verizon Wireless
08.2014 - 07.2021

Shift Manager, Support manager

Guest Services, Raycan Enterprises, McDonald’s
11.2012 - 01.2014

Crew

Andy’s Restaurant
04.2012 - 03.2013

Helper/Assist

Arkansas Door And Mr. Glass
01.2008 - 06.2011

Undergrad - Business

University of Phoenix

High School Diploma -

Sheridan High School

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MARIAM A. PLACE