Summary
Overview
Work History
Education
Skills
Timeline
References
References
CustomerServiceRepresentative

Marla Wesson

Whitesburg,Ky

Summary

Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience. Hardworking candidate skillful in providing excellent customer service. Proven track record of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels, including phone, email, and web chat. Strong interpersonal skills, and an ability to lead and motivate a team to success. Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction. Proven ability to provide excellent customer service and resolve customer complaints in a timely manner. Possesses strong problem-solving skills and the ability to multitask in a fast-paced environment. Aiming to leverage my abilities to successfully fill the [Job Title] role on your team.

Overview

18
18
years of professional experience

Work History

CUSTOMER SERVICE REPRESENTATIVE

Intuit Sykes
04.2022 - Current
  • Handled customer complaints and inquiries in a courteous and efficient manner
  • Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
  • Maintained a high level of professionalism when dealing with difficult customers
  • Provided exceptional customer service to ensure customer satisfaction.

MERCHANDISING MANAGER

Orange County National Golf Center And Lodge
11.2018 - 04.2022
  • Facilitated the selection of merchandise assortments that maximized customer satisfaction
  • Implemented creative solutions to optimize space utilization throughout the store
  • Coordinated activities between different departments within the organization
  • Trained new personnel on proper procedures for stocking shelves and setting up displays
  • Resolved customer complaints regarding product availability or display placement issues
  • Analyzed feedback from customers regarding their experiences with various products
  • Maintained accurate records of all transactions related to merchandise purchases
  • Conducted research into emerging trends in order to identify new opportunities for growth
  • Updated store policies as needed based on changes in inventory or pricing structures
  • Evaluated existing product lines for effectiveness and profitability potential
  • Ensured compliance with applicable laws, regulations, and safety standards
  • Developed and executed merchandising strategies to increase sales and profitability
  • Implemented process improvements to streamline the purchase order process
  • Conducted regular price comparisons among different vendors to get best deals
  • Coordinated promotional activities such as special events, window displays, and advertising campaigns
  • Set and recommended mark-up rates, mark-down rates and selling prices for merchandise
  • Prepared bid awards requiring board approval
  • Developed and implemented purchasing and contract management instructions, policies, and procedures
  • Located vendors of materials, equipment, and supplies, and interview them determined product availability and terms of sales.

GENERAL MANAGER

Raven Rock Golf Course
07.2015 - 10.2018
  • Built and maintained relationships with vendors and suppliers
  • Recruited team members to maintain adequate staffing levels
  • Provided coaching and mentoring support for employees at all levels of the organization
  • Used customer feedback for improving operations and building brand loyalty
  • Monitored store performance and identified opportunities for improvement
  • Managed customer service teams to ensure quality customer satisfaction and increase customer loyalty
  • Assessed team member performance through formal reviews leading to promotions or terminations as necessary
  • Developed strategies to improve operational efficiency, reduce costs and maximize profitability
  • Managed profit goals against budget and prior year, keeping controllable costs within budget
  • Used computerized inventory system to plan and manage adequate inventory levels
  • Created policies, procedures and guidelines for staff members' daily operations
  • Met safety and security standards by overseeing preventative maintenance and repairs
  • Provided clear direction and set priorities for accomplishing desired actions and results
  • Recruited team members for maintaining adequate staffing levels according to projected sales
  • Managed company assets by maintaining clean and fully equipped establishments with properly working equipment
  • Maintained positive relationships with key stakeholders including customers, suppliers and partners
  • Established employee development plan, setting clear expectations for team members
  • Planned, coordinated and oversaw company events and promotions
  • Organized regular meetings with department heads to review progress on projects and initiatives.

STORE MANAGER

Sally's Beauty Supply
06.2006 - 02.2015
  • Provided leadership and motivation to team members to increase productivity and efficiency within the store
  • Trained staff on proper cash handling procedures including daily deposits, credit card payments, and end-of-day reconciliation of register funds
  • Interviewed and hired prospective employees according to team needs
  • Solved problems and resolved conflicts for team members and customers
  • Mentored new employees on store policies and procedures while providing guidance and support in their roles
  • Oversaw day-to-day store operations to foster efficient and profitable operations
  • Managed inventory levels by ordering stock as needed, tracking sales trends, and adjusting orders accordingly
  • Created weekly work schedules to meet staffing needs while controlling labor costs
  • Addressed employee issues, performed corrective actions, and terminated employment when necessary
  • Stocked and organized products in storage spaces and retail shelves
  • Tracked store inventory and ordered new products to prevent shortages
  • Coordinated employee schedules according to availability and made staffing adjustments to cover shifts
  • Monitored customer service levels and implemented necessary changes to improve customer satisfaction
  • Evaluated customer feedback and complaints to locate weaknesses and improve service
  • Monitored store operations to ensure compliance with safety regulations, company policies, and legal requirements
  • Conducted regular performance reviews with staff to ensure job expectations were met or exceeded
  • Set sales targets and budgets for team leads and employees to follow
  • Analyzed sales data to identify areas of improvement and develop strategies for increasing revenue
  • Arranged store cleanings and renovations during periods of low customer traffic
  • Implemented loss prevention strategies, alleviating shrink
  • Established efficient inventory management system to maximize sales and reduce costs
  • Developed and implemented a customer service program to ensure consistent, high quality service throughout the store
  • Created and distributed training materials to staff members.

Education

Associate Of Applied Business -

Southeast Community College
Whitesburg, KY
09.1995

Skills

  • Active Listening
  • Staff Training
  • Microsoft Word
  • Order Fulfillment
  • Senior Leadership Support
  • Account Management
  • Credit Card Payment Processing
  • Customer Relations
  • Professional Telephone Demeanor
  • Receiving Support
  • Quality Assurance Controls
  • Call Triaging
  • Refund Processing
  • Customer Consulting
  • Records Preparation
  • Store Maintenance
  • Customer Relationship Management
  • Order Processing
  • Closing Sales
  • Critical Thinking
  • POS Systems Expertise
  • Promotional Support
  • Conflict Mediation
  • Sales Expertise
  • Multitasking Abilities
  • Budget Management
  • Cash Handling
  • Retail Sales Techniques
  • Employee Scheduling
  • Safety Compliance
  • Analytical Thinking
  • Merchandise Planning
  • Delegation Skills
  • Bank and Safe Deposits
  • Cash Management
  • Inventory Management
  • Product Merchandising
  • Accurate Money Handling
  • Order Management
  • Sales Promotions
  • Performance Reviews
  • Team Leadership
  • Policies and Procedures
  • Security System Monitoring
  • Leadership Development
  • Friendly and Positive
  • Pricing Strategies
  • Work Planning and Prioritization
  • Outstanding Communication Skills
  • Relationship Building and Management
  • Team Leadership and Coaching
  • Customer Service

Timeline

CUSTOMER SERVICE REPRESENTATIVE

Intuit Sykes
04.2022 - Current

MERCHANDISING MANAGER

Orange County National Golf Center And Lodge
11.2018 - 04.2022

GENERAL MANAGER

Raven Rock Golf Course
07.2015 - 10.2018

STORE MANAGER

Sally's Beauty Supply
06.2006 - 02.2015

Associate Of Applied Business -

Southeast Community College

References

References available upon request

References

References available upon request
Marla Wesson