Marie Clark
Port Byron,NY
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments.
Overview
15
15
years of professional experience
Work History
Service Representative
Gillespie Chevrolet
Union Springs, NY
04.2009 - Current
- Leveraged opportunities to upsell company products and services while providing information and discussing options with customers.
- Escalated complex issues and set up appointments for further service.
- Updated accounts with recent information and processed customer payments.
- Resolved customer concerns with friendly and knowledgeable service.
- Consulted with customers regarding needs and addressed concerns.
- Upheld strict standards for quality and performance.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered incoming telephone calls to provide store, products and services information.
- Trained new employees on procedures and policies to maximize team performance.
- Educated customers on special pricing opportunities and company offerings.
- Made outbound calls to obtain account information.
- Classified information into chronological, alphabetical or numerical order.
- Scheduled and confirmed appointments.
- Provided delay updates and information regarding special circumstances.
- Managed more than 40 incoming calls per day.
- Transcribed dialogue, conversation and discussion with rigor and accuracy.
- Filed and stored completed documents on computer hard drives and maintained computer filing systems to store, retrieve, update and delete documents.
- Utilized fax machines, copiers and scanners to upload and send documents.
Customer Service Associate
Pets Auto Repair
Auburn, NY
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Organized client contracts, records and reports to strengthen traceability.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Consulted with customers regarding needs and addressed concerns.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Provided exceptional customer service through effective telephone communication and follow-ups.
- Answered telephones and directed calls to appropriate staff members.
- Sorted incoming mail and directed to correct personnel each day.
- Scheduled and confirmed appointments.
- Took information from potential customers to assess needs.
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
- Transcribed dialogue, conversation and discussion with rigor and accuracy.
- Utilized fax machines, copiers and scanners to upload and send documents.
File Clerk. Receptionist, Cashier
Auburn Auto Mall
Auburn, NY
- Learned roles of other departments to provide coverage and keep store operational.
- Accepted cash and credit card payments, issued receipts and provided change.
- Trained new team members in cash register operation, stock procedures and customer services.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Collected payments and provided accurate change.
- Worked closely with front-end staff to assist customers.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Answered and directed incoming calls using multi-line telephone system.
- Retrieved requested files and delivered to appropriate personnel.
- Consolidated outdated files to inactive storage, following guidelines and legal requirements.
- Classified information into chronological, alphabetical or numerical order.
- Documented messages left by callers and delivered vital information to intended employees.
- Utilized paging technology within organization to connect quickly with key people.
- Answered calls in pleasant, calm voice and asked appropriate questions to direct callers to proper individuals.
- Completed connections between callers, departments and professionals.
Bakery Assistant
Union Springs Academy
Union Springs, NY
- Actively maintained preparation line ingredient levels, replenishing supply of fillings, nuts, cheeses and other ingredients to support uninterrupted preparation.
- Operated ovens, proofers, fryers, sheeters, rounders, scales and mixers for bakery
- Followed recipes to mix dough in batches sufficient for daily production quota.
- Packaged bakery items and purchases in boxes and bags for customer carrying convenience.
- Rolled, cut and shaped dough to form bread, rolls, cookies, cupcakes, pie crusts and other baked goods.
- Measured, mixed and prepped raw materials according to company specifications and recipes.
Education
High School Diploma -
Union Springs High School
Union Springs, NY2004
Skills
- Call Documentation
- Verbal and Written Communication
- Document and Records Management
- Invoice Preparation and Processing
- Policies and Procedures Adherence
- Upbeat and Positive Personality
- Establishing and Maintaining Customer Relationships
- Data Entry and Maintenance
- Upselling Products and Services
- Order and Refund Processing
- Call Volume and Quality Metrics
- Customer Support
- Work Prioritization
- Inbound and Outbound Calling
- Time Management
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Strong Analytical and Problem Solving Skills
- Administrative and Office Support
- Understanding Customer Needs
- Patient and Empathetic
- 80 wpm Typing Speed
- Billing Adjustments and Refunds
- Multitasking and Prioritization
- Remote Office Availability
- Payment Acceptance
- Customer Service
- Calendar Management
- Data Entry
- Multi-Line Phone Systems
- Membership Renewals
Timeline
Service Representative
Gillespie Chevrolet
04.2009 - Current
Customer Service Associate
Pets Auto Repair
File Clerk. Receptionist, Cashier
Auburn Auto Mall
Bakery Assistant
Union Springs Academy
High School Diploma -
Union Springs High School