Marie VanLandingham
Cairo,GA
Summary
High-performing virtual call center agent with solid experience in handling high volume of customer interactions through email, phone and live chat. Demonstrates excellent communication, problem-solving, and multitasking skills in fast-paced environment. Team-oriented and committed to fostering positive customer experiences.
Overview
26
26
years of professional experience
Work History
Virtual Customer Service Agent
Arise Virtual Solutions Inc.
10.2019 - Current
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Assisted clients with product questions to facilitate online ordering process.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Troubleshot and resolved issues and concerns to promote seamless ordering process for customers and scheduling process for patients.
- Scheduled medical and behavioral health appointments.
- Determined if a patients symptoms well in the scope of telehealth.
- Updated Patients accounts and insurance benefits.
- Helped customers and patients navigate website and app and provided technical support.
- 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.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Business Owner
Diamond House Cleaner
11.2008 - 03.2020
- Prepared bank deposits and handled business sales, returns and transaction reports.
- Consulted with customers to assess needs and propose optimal solutions.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
- Conducted target market research to discover customer needs and analyze competitor trends.
- Interacted well with customers to build connections and nurture relationships.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Trained new employees on proper protocols and customer service standards.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Assistant Manager
Hungry Howies Pizza & Subs
12.2005 - 11.2008
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Created employee schedules to align coverage with forecasted demands.
- Reviewed sales and gross profit report to assess company efficiency.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Monitored security to protect employees, customers and property.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Routed deliveries to drivers.
Delivery Driver
Dominos Pizza Inc.
01.2005 - 09.2005
- Completed on-time deliveries by choosing best and most efficient routes.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Loaded deliveries and properly secured items to prevent damage for deliveries.
- Delivered food to customer doorsteps and business offices.
- Managed customer inquiries and complaints in polite and professional manner.
- Verified accuracy of all deliveries against order forms.
- Inspected and maintained delivery vehicles regularly to keep in safe working order.
- Followed corporate procedures to maintain company and customer data confidentiality.
- Kept detailed mileage and fuel reports to track overall fuel costs.
- Successfully avoided time delivery delays by carefully planning best routes.
- Determined quickest and safest routes for delivery by using effective planning and organizational skills.
- Worked with road knowledge, GPS systems and paper maps to navigate planned route and make adjustments.
- Fostered positive working relationships with regular customers.
- Promoted customer satisfaction by addressing or escalating concerns for quick resolution.
- Answered common customer questions, accepted payments and completed paperwork at delivery and pickup locations.
- Minimized company liability and risks to loads by obeying traffic laws.
- Kept detailed records of deliveries and money received from customers.
Call Center Agent
Sallie Mae
11.2004 - 01.2005
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls to answer questions about products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Addressed customer account discrepancies and concerns.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Maintained and managed customer files and databases.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Maintained user account data by initiating account access and establishing in database.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on company systems, form completion, and access to services.
- Attended telephone skills and program information training sessions to boost aptitude.
- Processed debit and credit card and electronic check payments.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Approved and terminated customer contracts upon request.
Assistant Manager
Dominos Pizza Inc.
04.2002 - 10.2004
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Created employee schedules to align coverage with forecasted demands.
- Developed strategy to increase sales and drive profits.
- Monitored security to protect employees, customers and property.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Routed deliveries to delivery drivers.
Assistant Manager
Hungry Howies Pizza & Subs
07.1998 - 03.2002
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Created employee schedules to align coverage with forecasted demands.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Monitored security to protect employees, customers and property.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Routed deliveries to drivers.
Crew Member
McDonald's Restaurant
06.1997 - 06.1998
- Worked front counter, drive-thru and other areas.
- Worked well with teammates and accepted coaching from management team.
- Took orders, prepared meals, and collected payments.
- Collaborated with team members to complete orders.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Assisted other team members to achieve goals.
- Addressed guest needs, questions, or concerns to create optimum experience onboard.
- Trained new team members on procedures, customer service, and sales techniques.
- Prepared products following restaurant, health, and safety standards and procedures.
- Became familiar with products to answer questions and make suggestions.
- Operated cash register to ring up final bill and process various forms of payment.
- Packaged menu items into bags or trays and placed drink orders into carriers.
- Stocked shelves to organize aisles in assigned department.
- Escalated problems or complaints to relevant supervisor or manager for resolution.
- Accurately operated cash register to process customer payments.
- Kept kitchen, counter and dining areas cleaned and sanitized.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
- Checked on dining areas frequently to clean up spills, wipe down tables and restock stations.
- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
- Kept drawer balanced by accurately processing cash, credit and debit payments.
- Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
- Readied customers' take-out orders in secure bags with appropriate amounts of condiments, silverware and napkins.
- Replenished serving stations with fresh food and cleaned up spills.
- Documented customer orders and conveyed special requests to kitchen staff.
- Brewed coffee and tea and changed out drink station syrups.
- Completed milkshakes and ice cream desserts for customers.
- Reconciled receipt totals, cash and credit payments to address shortages.
- Kept pastry and dessert case stocked with fresh selections and arranged to entice orders.
Education
No Degree - Criminal Justice And Psycology
Florida State University Panama City Campus
Panama City, FLAssociate of Arts - General Studies
Gulf Coast State College
Panama City, FL07.2001
High School Diploma -
Rutherford High School
Panama City, FL05.1999
Skills
- Call Center Operations
- Customer Loyalty
- Livechat Messaging
- Account Changes
- Complex Product Knowledge
- Accounts Payable and Accounts Receivable
- Management Abilities
- Order and Refund Processing
- Customer Experience Management
- Understanding Customer Needs
- Microsoft Office
- Sales Force
- Call Control
- Checking Reservations
- Problem Resolution
- Online Chat
- Website Navigation
- Account Services
- Foreign Currency Exchanges
- Strong Telephone Etiquette
- Conflict Resolution Techniques
Additional Information
I have over two decades of customer service and management experience in a fast pace environment. My journey started out as a crew member. followed by management at the age of 18, and now I have owned two businesses. I am a fast learner, self starter, and eager to improve and increase my skill set.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Virtual Customer Service Agent
Arise Virtual Solutions Inc.
10.2019 - Current
Business Owner
Diamond House Cleaner
11.2008 - 03.2020
Assistant Manager
Hungry Howies Pizza & Subs
12.2005 - 11.2008
Delivery Driver
Dominos Pizza Inc.
01.2005 - 09.2005
Call Center Agent
Sallie Mae
11.2004 - 01.2005
Assistant Manager
Dominos Pizza Inc.
04.2002 - 10.2004
Assistant Manager
Hungry Howies Pizza & Subs
07.1998 - 03.2002
Crew Member
McDonald's Restaurant
06.1997 - 06.1998
No Degree - Criminal Justice And Psycology
Florida State University Panama City Campus
Associate of Arts - General Studies
Gulf Coast State College
High School Diploma -
Rutherford High School
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