Marlena Golson
Locust Grove,GA
Summary
To obtain a position with a professional company that will afford me financial stability and growth opportunities.
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.
Overview
28
28
years of professional experience
Work History
Customer Service Rep. II
FHCann Associates
08.2020 - Current
- Answered phone remotely for Unemployment Office of Ma
- Helped claimants on accounts doing fact findings, applying for unemployment and any other related issues
- 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.
- 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.
Cashier/Customer Experience Sales Floor Associate
Ross Department Store
01.2022 - 10.2023
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Shipping Dept./ Shipping Clerk
Marshall’s Warehouse
02.2019 - 03.2020
- Verifying, Loading, Labeling
- Creating orders, finding orders and placing on pallets to ship
- Forklift, reach truck
- Coordinated with warehouse staff to ensure timely order fulfillment and delivery.
- Collaborated with customer service team to resolve shipping issues and provide timely updates to clients.
Office Manager
Trash-It
03.2018 - 02.2019
- Scheduling outbound dates, assignments, and new accounts
- Verifying/reviewing work for employers, hiring/firing
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
3rd Key Holder
Dollar General
10.2017 - 06.2018
- Open/closed store
- Checked in inventory\damaged goods
- Nightly reports, bank deposits, all store paperwork
- Increased customer satisfaction by providing exceptional service and maintaining a clean, organized store environment.
- Built lasting relationships with vendors and suppliers, negotiating favorable terms to benefit both the store and its customers.
Assistant Manager
Dollar Tree
11.2017 - 05.2018
- Open\closed store
- All paperwork, bank deposits, inventory, cleaning, emptying truck
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
Material Handler
Pier 1 Imports
10.2010 - 10.2017
- Gather equipment and supplies necessary to fill orders, as well as to ship and/or receive merchandise
- Use RF scanner
- Operate forklift to arrange, load and/or unload and shuttle tier racks
- Match store orders to merchandise in locations
- Remove empty boxes, empty tier racks, straps, or other debris from locations and move boxed merchandise to front of pallet
- Complete necessary paperwork to process overages, shortages, and damages of merchandise
- Transported inventory items to appropriate locations.
- Packed items into appropriate containers for shipment.
Office/Payroll Manager
21 Shortstop
08.2009 - 12.2016
- Prepared payroll for 11 employees bi-weekly; controlled correspondence; designed filing systems; reviewed and approved supply requisitions
- Completed an audit of all shifts close paperwork, verified receipts and made bank deposits
- Maintained office efficiency by planning and implementing office systems, layouts, and equipment procurement
- Designed and implemented office policies by establishing standards and procedures; measuring results against standards; making necessary adjustments
- Completed operational requirements by scheduling and assigning employees, following up on work results
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Team Manager
Sitel Corporation
05.1997 - 09.2009
- Ensured the quality standards agreed with the client as well as the service and target agreements (key performance indicators)
- Used Sitel Management tools for quality assurance
- Conducted regular team and employee meetings with the aim of developing, motivating, and retaining employees
- Completed staffing and holiday planning
- Developed and implemented new processes
- Monitored internal cost
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
Certified Nursing Assistant
Home Health Care
05.2000 - 08.2023
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
Education
Medical Assisting - Supply Chain Logistics Management
Atlanta Technical College
Atlanta, GA01.2019
Practical Nursing Program -
Technical College of the Lowcountry
Beaufort, SC01.2016
Nursing Assistant Certification -
South University
Savannah, GA01.1997
High School Diploma -
Groves High School
Garden City, GA01.1995
Skills
- Customer service
- Customer assistance
- Product demonstration
- Shipping and receiving
- Office management
- Team motivation
- Material handling
- Work ethic and integrity
- Patience and empathy
- Customer relations
- Call center experience
Timeline
Cashier/Customer Experience Sales Floor Associate
Ross Department Store
01.2022 - 10.2023
Customer Service Rep. II
FHCann Associates
08.2020 - Current
Shipping Dept./ Shipping Clerk
Marshall’s Warehouse
02.2019 - 03.2020
Office Manager
Trash-It
03.2018 - 02.2019
Assistant Manager
Dollar Tree
11.2017 - 05.2018
3rd Key Holder
Dollar General
10.2017 - 06.2018
Material Handler
Pier 1 Imports
10.2010 - 10.2017
Office/Payroll Manager
21 Shortstop
08.2009 - 12.2016
Certified Nursing Assistant
Home Health Care
05.2000 - 08.2023
Team Manager
Sitel Corporation
05.1997 - 09.2009
Practical Nursing Program -
Technical College of the Lowcountry
Nursing Assistant Certification -
South University
High School Diploma -
Groves High School
Medical Assisting - Supply Chain Logistics Management
Atlanta Technical College
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