Marissa Brown
Farmington,AR
Summary
Well-qualified and familiar with skills and abilities needed to succeed. Possessing strengths in task prioritization and customer service. Ready to leverage training and experience to take on new professional challenges. Diligent customer service agent skilled at listening to customers, exceeding productivity targets, and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
1
1
year of professional experience
Work History
Team Lead
Ricks Bakery
Fayetteville, AR
10.2021 - 03.2022
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Continuously checked products for quality assurance according to strict guidelines.
- Handled day-to-day customer contact via phones, faxes and emails.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Maintained financial accounts by processing customer adjustments.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Initiated up-sell techniques to increase sales, boosting sales [Number]% in [Number] [Timeframe].
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Recommended products to customers, thoroughly explaining details.
- Cross-trained and provided back up for customer service managers.
- Answered average of 150 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Burn Ambassador
Burn Boot Camp
Fayetteville, AR
05.2021 - 10.2021
- customers and clients to create welcoming atmosphere.
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Engaged guests in conversation to offer hospitality, aid in service recovery and engender trust.
- Assisted team with operational policies and procedures to drive services.
- Liaised and worked collaboratively with colleagues and vendors to support functionality of workspace.
- Assisted clients when it came to drawing up contracts, explaining the verbiage, payment options and additional contract lengths.
- Gathering social media content including but not limited to: Milestone photos and videos.
Education
Har-Ber High School
Springdale, ARSkills
- Verbal and Written Communication
- Order and Refund Processing
- Customer Data Confidentiality
- Creative Problem Solving
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
- Multitasking and Prioritization
Timeline
Team Lead
Ricks Bakery
10.2021 - 03.2022
Burn Ambassador
Burn Boot Camp
05.2021 - 10.2021
Har-Ber High School