Summary
Overview
Work History
Education
Skills
Typing Speed
Timeline
Generic

Markia Baker

Summary

To create a positive influence by bringing exceptional skills in oral and written communication, active listening, and analytical problem-solving. Enhances customer experiences through implementing service-oriented behaviors, understanding the needs of customers, and providing customized solutions .

Overview

12
12
years of professional experience

Work History

Technical Support Chat Specialist

Kelly Connect Services
01.2021 - Current
  • Enhanced customer satisfaction by providing timely and accurate technical support for Apple products.
  • Improved billing accuracy by diligently reviewing invoices and reconciling discrepancies.
  • Resolved complex technical issues for clients through effective troubleshooting and problem-solving techniques.
  • Verifying proper hardware and software configuration and set up
  • Diagnosing and resolving issues including internet connectivity, email, application downloads, etc
  • Trained new team members on live chat procedures and customer service protocols.
  • Built rapport with customers, demonstrating empathy and understanding during chat conversations for better resolution outcomes.
  • Exceeded performance metrics consistently by maintaining a high level of productivity and quality assurance in chat interactions.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries through chat support.
  • Maximized response efficiency by prioritizing and handling multiple chat sessions simultaneously.
  • Reduced response wait time with quick problem identification and accurate solutions.
  • Contributed to company''s positive reputation, delivering exceptional customer service via chat channels.
  • Collaborated with team members to share knowledge and improve overall performance in chat support operations.
  • Handled sensitive situations professionally, maintaining confidentiality and demonstrating emotional intelligence during chats.
  • Prevented potential fraud by identifying suspicious activities or patterns during client interactions within the chat platform.

Assistant Manager

Cricket Wireless
01.2020 - 01.2021
  • Achieved monthly quota by selling wireless phones, accessories, service plans and service features
  • Provided outstanding customer service to new and existing customers
  • Served customers by troubleshooting and finding solutions, and by helping find Cricket products and services that best fit their needs
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Delivered exceptional customer service before, during and after the sale to create long term customer relationships
  • Streamlined store operations for increased efficiency, implementing new processes and procedures.
  • Completed operational duties accurately and within required time-frames.
  • Increased sales through effective merchandising strategies and targeted promotions.
  • Implemented staff training , enhancing product knowledge and improving customer service skills.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.

Customer Service Specialist

T-Roc Global
04.2019 - 01.2020
  • Focused on connecting the customer with the right products and services that fit their lifestyle through cultivating relationships and gaining their trust
  • Remained friendly and welcoming while engaging with customers
  • Boosted overall customer satisfaction by providing personalized recommendations and product demonstrations.
  • Explored individual needs and providing hands-on demonstrations of the latest and greatest technology in-store
  • Developed strong rapport with clients, resulting in repeat business and positive word-of-mouth referrals.
  • Helped customers pick up right where they left off in their shopping journey, whether online, through Customer Care or in-store.
  • Assisted customers in troubleshooting issues, enhancing their user experience and satisfaction.
  • Stayed up-to-date on the latest mobile devices and plans, ensuring accurate information was provided to customers.
  • Met or exceeded monthly sales quotas through consistent follow-up with potential clients and proactive selling strategies.
  • Provided exceptional after-sales support, fostering long-term relationships with clients while addressing any concerns they may have had.
  • Educated clients on device care tips which led to fewer returns due to damages caused by mishandling.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.

Assistant Manager

Arby's
03.2019 - 01.2020
  • Assisted the General Manager (GM) in managing the overall operations of the unit
  • Assisted in staffing, training, record keeping, guest service, product quality, cleanliness, safety, regulatory compliance and adequate performance on all financial and operational measures
  • Communicated effectively and professionally through both verbal and written means with employees, supervisors, guests, and vendors
  • Improved customer satisfaction by providing efficient and friendly service in a fast-paced environment.
  • Completed manual and computer-based bookkeeping, paperwork, and other record keeping; and monitored and maintained quality, service, cleanliness, and safety standards.
  • Enhanced team productivity by conducting regular training sessions and sharing best practices.
  • Trained new employees on company policies, procedures, and food preparation techniques to ensure consistent product quality.
  • Resolved customer complaints promptly and professionally, resulting in increased loyalty and repeat business.
  • Ensured compliance with all health department regulations, maintaining high standards of sanitation throughout the establishment.
  • Monitored cash handling procedures closely to prevent theft or discrepancies in revenue reporting accurately.
  • Fostered a culture of safety awareness among staff members by conducting regular safety meetings focused on proper food handling practices.
  • Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.

Deli Clerk

Walmart
04.2015 - 01.2019
  • Ensured high quality products were available in produce, deli, bakery, dairy, meat, and other departments
  • Increased customer satisfaction by providing exceptional service and maintaining a clean, organized deli counter.
  • Packed ready-to-sell products in proper containers and stock displays
  • Enhanced product presentation by arranging visually appealing displays and regularly rotating items to ensure freshness.
  • Prepared and served ready-to-eat food
  • Reduced food waste by closely monitoring inventory levels and proactively adjusting orders based on sales trends.
  • Assisted customers in ordering cakes, fulfilling deli orders, or finding the right produce
  • Developed strong rapport with customers by offering personalized service, answering questions, and making recommendations based on preferences.
  • Kept store departments clean, sanitized, and customer-ready.
  • Maintained a safe working environment by adhering to food safety guidelines and promptly addressing any hazards.
  • Assisted in training new employees on proper deli procedures, ensuring consistent quality across the team.
  • Collaborated with other departments to promote cross-merchandising opportunities and improve overall store performance.
  • Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
  • Provided an enjoyable shopping experience for customers by engaging in friendly conversations while efficiently preparing their orders.

Cashier Crew Member

Wendy's
06.2012 - 04.2016
  • Answered guest questions regarding menu, pricing, and other related questions
  • Streamlined checkout process for increased efficiency and reduced waiting times.
  • Operated cash register to record transactions accurately and efficiently.
  • Greeted customers entering store and responded promptly to customer needs.
  • Accepted payment via cash, credit card, or gift card/certificate and made change when appropriate
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Proactively addressed long lines by opening additional registers when necessary, enhancing customer experience.
  • Balanced cash drawer and opened and closed according to restaurant and cash handling procedures
  • Improved transaction speed without sacrificing accuracy by staying up-to-date on product pricing changes.
  • Calculated appropriate discounts to determine price.
  • Worked flexible schedule and extra shifts to meet business needs.

Education

Certification - Banking Technology

Sandhills Community College
Southern Pines, NC
04.2017

High School Diploma - General Studies

Hoke County High School
Raeford, NC
06.2014

Skills

  • Leadership
  • Critical Thinking
  • Problem Solving
  • Technical Support
  • Adaptability
  • Active Listening
  • Training and Mentoring
  • Staff Education and Training
  • Customer Service
  • Interpersonal Skills
  • Emotional Intelligence
  • Attention to Detail

Typing Speed

50 WPM Typing Speed


Timeline

Technical Support Chat Specialist

Kelly Connect Services
01.2021 - Current

Assistant Manager

Cricket Wireless
01.2020 - 01.2021

Customer Service Specialist

T-Roc Global
04.2019 - 01.2020

Assistant Manager

Arby's
03.2019 - 01.2020

Deli Clerk

Walmart
04.2015 - 01.2019

Cashier Crew Member

Wendy's
06.2012 - 04.2016

Certification - Banking Technology

Sandhills Community College

High School Diploma - General Studies

Hoke County High School

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Markia Baker