Summary
Overview
Work History
Education
Skills
Timeline
Generic

Marjorie Pcolar

Fort Myers

Summary

Dynamic customer service professional with extensive experience at Best Homes Services, recognized for resolving conflicts and enhancing customer loyalty. Proficient in data entry and conflict resolution, I consistently exceeded performance metrics, fostering a positive service culture and driving sales growth through personalized solutions. Committed to delivering exceptional client relations and satisfaction.

As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Diligent Customer Service Representative with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Best Homes Services
07.2024 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.

Shift Manager

McDonald's
05.2024 - 07.2024
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Promoted a positive work environment through open communication and constructive feedback.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Excelled in every store position and regularly backed up front-line staff.
  • Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
  • Achieved consistent customer satisfaction by addressing concerns promptly and professionally.

Crew Member

Dunkin' Donuts
06.2023 - 05.2024
  • Worked front counter, drive-thru and other areas.
  • Took orders, prepared meals, and collected payments.
  • Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
  • Worked well with teammates and accepted coaching from management team.
  • Collaborated with team members to complete orders.
  • Improved customer satisfaction by providing friendly and efficient service at the register.
  • Cleaned and maintained all areas of restaurant to promote clean image.
  • Provided excellent customer service by greeting customers and meeting quality expectations.
  • Kept food preparation area, equipment, and utensils clean and sanitary.

Shift Manager

Mcdonalds, PDI FOODS
05.2020 - 06.2022
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Promoted a positive work environment through open communication and constructive feedback.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Excelled in every store position and regularly backed up front-line staff.
  • Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.

Crew Member

Mcdonalds, PDI FOODS
06.2015 - 08.2017
  • Worked front counter, drive-thru and other areas.
  • Took orders, prepared meals, and collected payments.
  • Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
  • Worked well with teammates and accepted coaching from management team.
  • Collaborated with team members to complete orders.
  • Improved customer satisfaction by providing friendly and efficient service at the register.
  • Cleaned and maintained all areas of restaurant to promote clean image.
  • Provided excellent customer service by greeting customers and meeting quality expectations.
  • Kept food preparation area, equipment, and utensils clean and sanitary.
  • Provided exceptional customer service, addressing concerns or issues promptly and professionally.

Restaurant Hostess

Buffalo Wild Wings
05.2014 - 05.2015
  • Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
  • Handled high-pressure situations gracefully, managing multiple tasks simultaneously while maintaining a calm demeanor.
  • Answered customer questions about hours, seating, and menu information.
  • Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
  • Enhanced customer satisfaction by greeting and seating guests promptly upon arrival.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Provided exceptional service through friendly interactions with customers, answering questions and addressing concerns.
  • Managed reservations effectively, accommodating special requests and ensuring accurate guest counts.

Education

No Degree - Business Administration And Management

Southern New Hampshire University
Hooksett, NH

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Complaint resolution
  • Payment processing
  • Client relations

Timeline

Customer Service Representative

Best Homes Services
07.2024 - Current

Shift Manager

McDonald's
05.2024 - 07.2024

Crew Member

Dunkin' Donuts
06.2023 - 05.2024

Shift Manager

Mcdonalds, PDI FOODS
05.2020 - 06.2022

Crew Member

Mcdonalds, PDI FOODS
06.2015 - 08.2017

Restaurant Hostess

Buffalo Wild Wings
05.2014 - 05.2015

No Degree - Business Administration And Management

Southern New Hampshire University

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Marjorie Pcolar