Summary
Overview
Work History
Education
Skills
Timeline
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Marlana Ward

Statesville,NC

Summary

Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Successful in customer service with 20 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.

Overview

26
26
years of professional experience

Work History

Owner

Self Employed
Statesville, United States
04.2005 - Current
  • Managed day-to-day business operations.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Founded and managed business, maintaining $65k in sales a year.
  • Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
  • Remained up-to-date on current trends and attended industry trade shows and markets to view and order inventory.
  • Packaged and shipped 1000 shipments a week within 48 hours of purchase.

Customer Service

Sykes-Alpine Access
Statesville, United States
08.2015 - 07.2016
  • 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.
  • Recommended products to customers, thoroughly explaining details.
  • Responded proactively and positively to rapid change.
  • Answered average of 100 calls per day, addressing customer inquiries, solving problems and providing product information.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Processed debtor payments and updated accounts to reflect new balance.
  • Achieved performance goals on consistent basis.

Customer Service

Strouse House Auctions
Statesville, NC
04.2005 - 11.2007
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded proactively and positively to rapid change.
  • Worked independently with minimal supervision.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.

Office Manager

P&G Security
Salisbury, NC
09.2004 - 09.2006
  • Maintained computer and physical filing systems.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
  • Interacted with customers by phone, email or in-person to provide information.
  • Drafted employee work schedules to fill coverage gaps.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Customer Service

Spectrum
Mooresville, NC
02.2004 - 04.2005
  • 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.
  • Recommended products to customers, thoroughly explaining details.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
  • Facilitated communications between customers and field personnel to answer questions or resolve concerns.

Quality Assurance

Metron North America
Knoxville, TN
01.2001 - 05.2003
  • Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

Bachelor of Arts - Sociology

University of North Carolina At Charlotte
Charlotte, NC
05.2012

Associate of Arts - General

Mitchell Community College
Statesville, NC
05.2010

Skills

  • Strategic Planning
  • Integrity and Transparency
  • Effective Communicator
  • Reducing Costs
  • Analytical and Critical Thinker
  • Data Entry and Maintenance
  • Call Center Operations
  • Responding to Difficult Customers
  • Microsoft Word
  • Inbound and Outbound Calling
  • Computer Proficiency

Timeline

Customer Service

Sykes-Alpine Access
08.2015 - 07.2016

Owner

Self Employed
04.2005 - Current

Customer Service

Strouse House Auctions
04.2005 - 11.2007

Office Manager

P&G Security
09.2004 - 09.2006

Customer Service

Spectrum
02.2004 - 04.2005

Quality Assurance

Metron North America
01.2001 - 05.2003

Bachelor of Arts - Sociology

University of North Carolina At Charlotte

Associate of Arts - General

Mitchell Community College

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Marlana Ward